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IT Operations Manager

Millcraft
Independence, USA
Full-time
Senior Level
Onsite
Discovered 1 months ago

Full Job Posting

  • Own day-to-day IT operations end-to-end: service desk performance, infrastructure health, identity and access, endpoints, and licensing
  • Run the operating cadence: queue reviews, standups, coverage planning, and incident response — so SLA targets are met consistently and nothing falls through the cracks
  • Serve as the escalation point for complex technical and customer-facing issues, and drive incidents to root cause rather than repeat resolution
  • Mentor team members, support skill development, and foster a collaborative, customer-focused, accountable culture
  • Manage team dynamics directly — address conflicts early and keep standards high
  • Own the health of the Microsoft 365 tenant, Entra ID, and Intune — user lifecycle, access governance, conditional access, MFA posture, and device compliance
  • Manage licensing across the environment: assignments, reclamation, renewal preparation, and ongoing alignment of license spend with actual usage
  • Oversee device and asset lifecycle — procurement, standardized builds, enrollment, refresh planning, and disposal
  • Monitor system health, batch jobs, and integration endpoints; ensure failures are caught and resolved before they become user-facing incidents
  • Manage IT vendors and contracts — hardware, connectivity, and SaaS — holding partners accountable to service and cost commitments
  • Own backup, patching, and business continuity practices; govern change management for production deployments with pre- and post-deployment validation
  • Own operational and infrastructure projects end-to-end — scoping, planning, execution, and adoption — such as device refresh cycles, identity and MFA consolidation, licensing optimization, and office technology upgrades
  • Contribute to the broader project portfolio: maintain status reporting, flag risks early, and plan operations team capacity against project timelines
  • Coordinate across development, business, and vendor teams — run meetings that end in decisions, track action items, and follow through on deliverables
  • Communicate clearly with both technical and non-technical stakeholders — translate project status, blockers, and trade-offs into language appropriate for each audience
  • Own the standards for runbooks, SOPs, and knowledge base quality — ensure common resolutions are documented, repeatable, and self-service where possible, including the knowledge base that powers our AI-assisted help desk agent
  • Own onboarding and offboarding processes end-to-end, from access provisioning through equipment and training
  • Report operational performance to leadership — SLA attainment, ticket trends, uptime, license utilization, and project status — with metrics leadership can trust
  • Identify patterns across tickets, incidents, and projects; champion root-cause fixes and process improvements over repeated manual intervention
  • 5–7+ years in IT operations, systems administration, or technical support roles, including 2+ years leading or supervising a technical team
  • Proven ability to lead, coach, and develop small technical teams in a collaborative, results-driven environment
  • Experience prioritizing and delegating work across team members to balance operational support and project demands
  • Depth in the Microsoft environment — Microsoft 365 administration, Entra ID, Intune, and Windows endpoint management
  • Experience running a service desk against SLA targets, with hands-on fluency in a ticketing system (Azure DevOps, Jira, ServiceNow, or similar)
  • A track record of delivering projects — planning, cross-team coordination, stakeholder communication, and follow-through to adoption
  • Vendor management experience and working awareness of IT budgeting and license economics
  • Strong written communication — status reports, documentation, and clear messaging for technical and non-technical audiences
  • Organized and detail-oriented — you track what matters, follow up without being asked, and hold documentation to a high standard
  • Reliable time management and ability to work on-site regularly
  • Exposure to Microsoft Dynamics 365 (Commerce or Finance & Operations) or another enterprise ERP environment
  • Azure administration experience — networking fundamentals, resource management, and cost visibility
  • Familiarity with Azure DevOps boards and pipelines
  • Experience with security baselines and frameworks (conditional access rollouts, CIS or NIST fundamentals)
  • ITIL Foundation, Microsoft 365 Administrator, AZ-104, CompTIA Security+, or PMP/CAPM certification
  • Experience with IT budgeting, procurement, and contract negotiation
  • Background in distribution, manufacturing, or B2B operations

• Medical, Dental, & Vision

  • Profit-Sharing

• Voluntary Dependent Life Insurance

  • Accident and Critical Illness

• Company Paid Life Insurance

  • Wellness Program

• Veteran’s Day Pay

  • Limited Purpose F.S.A and Dependent Care F.S.A
  • Company paid Short Term Disability, and Long-Term Disability

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