IT Operations Manager

Accountabilities:: Own IT service management across headquarters and business units, including ticket quality, escalations, and service-level agreements with outsourced helpdesk providers. Manage joiner, mover, and leaver processes, including provisioning and removing access across Microsoft 365, Google Workspace, AWS, and business applications in coordination with HR. Maintain an accurate and current IT Operations Runbook covering systems, procedures, contacts, and escalation paths. Administer the RMM and endpoint security stack, including device management and EDR platforms, while maintaining accurate and reconciled device inventories. Manage email and web security tools across multiple organizations and EU tenants, ensuring appropriate configuration and coverage. Enforce endpoint agent installation and device compliance and follow up on non-compliant devices or users. Triage security alerts and integration health issues and coordinate resolution with the appropriate internal teams or technology providers. Support AWS landing zones and cloud access for business units while keeping infrastructure documentation current. Manage identity, access, and tenant configuration across Microsoft 365 and Google Workspace environments. Lead IT and security integration workstreams as business units transition from legacy MSPs to centrally managed tooling and internal support. Hold MSPs and technology vendors accountable for onboarding, offboarding, tool removal, service levels, and agreed deadlines, while reporting progress and risks to leadership. Review and approve MSP invoices and coordinate hardware procurement with suppliers. Provide device, access, configuration, and other technical evidence required for SOC 2 and security certification audits. Identify and remediate audit gaps and establish processes that maintain continuous compliance and audit readiness. Maintain reliable service delivery, accurate documentation, secure access, compliant device inventories, and timely completion of integration and audit requirements. Requirements: 7+ years of experience in IT operations or infrastructure, including at least 3 years leading IT operations or managing MSPs. Hands-on administration experience with Microsoft 365 and Entra ID, as well as Google Workspace, including identity, access management, and tenant configuration. Hands-on experience with an RMM platform, with NinjaOne preferred, and an endpoint detection and response platform, with SentinelOne preferred. Working knowledge of AWS and Azure, including IAM, account structures, and landing zones. Proven experience managing outsourced IT helpdesks or MSP contracts against defined SLAs, service expectations, and deadlines. Experience supporting SOC 2 or ISO 27001 audits through the preparation of technical evidence and remediation of identified gaps. Experience with M&A integration or managing IT environments across multiple business units, organizations, or tenants. Strong IT operations, infrastructure management, endpoint, identity, access, and cloud administration capabilities. Strong organizational skills and attention to detail, particularly when maintaining operational documentation, inventories, and compliance evidence. Ability to communicate clearly and effectively with executives, technology vendors, service providers, and non-technical users. Strong ownership, follow-through, problem-solving, and escalation-management skills. Bachelor’s degree in IT, Computer Science, or a related field, or equivalent professional experience. Experience with Abnormal Security, Cisco Umbrella, or comparable email and DNS security platforms is preferred. Scripting or automation experience using PowerShell, Bash, or Python is a plus. ITIL 4 Foundation certification is preferred. Microsoft 365 Administrator Expert or AWS Certified SysOps Administrator certification is advantageous. Security certifications such as CompTIA Security+, CISSP, or CISM are a plus. Familiarity with GDPR and EU data residency requirements is preferred. Experience working with global teams and supporting collaboration across India/IST hours is beneficial. Benefits: Comprehensive health coverage beginning on the first day of employment. 401(k) plan with a company match of 1:1 on the first 3% of contributions and 0.5:1 on the next 2%, providing a potential 4% match when contributing 5%. Pre-tax and Roth retirement contribution options. 401(k) eligibility beginning the first day of the month after 90 days, with immediate vesting. Flexible, uncapped paid time off. 12 weeks of paid parental leave for all employees. $75 USD monthly stipend for phone and internet expenses when working remotely. Generous holiday schedule. Fully remote work environment. Opportunity to work across multiple business units and take ownership of a broad IT operations and security environment. Collaborative environment with exposure to executive leadership, vendors, business operations, security, and compliance initiatives.