IT Operations Manager

Description

What You'll Do:

• Run IT operations day to day:  set priorities, own help desk response targets and ticket metrics, and run the on-call schedule.
• Lead IT support, including the help desk and onboarding: work the queue hands-on when needed, take escalations, cover after-hours on-call.
• Set up and run standard IT processes:  incident, request and change handling, and the asset lifecycle from purchase and deployment through recovery and disposal, including license counts and renewal dates.
• Manage our key IT vendors, including Granite, MetTel, RingCentral, our security provider and hardware vendors: the day-to-day relationship, escalations, and renewal recommendations for the Department Head to approve.
• Draft and maintain IT policies and a yearly infrastructure plan for the Head of IT/BI to approve, and report monthly on IT operations.
• Run the network at all 14 locations, including firewalls, switches, Wi-Fi, Tailscale remote access and internet service through Granite, and lead the IT side of branch openings, moves and closures, from network and Kisi door access to on-site setup.
• Administer Google Workspace, our primary platform: tenant settings, security policies, SSO, MFA, groups and privileged accounts. Support Microsoft 365 and Entra ID as we phase them out.
• Own device management in MaaS360 for Windows and Mac laptops and a fleet of 200+ iPads and Android devices: policies, compliance, app deployment and the standard laptop build. Work with MetTel on device logistics as the field workforce ramps up and down each season.
• Own security operations:  Huntress, vulnerability scanning, security awareness training, and incident response, working with our security provider.
• Run our phone, web and cloud services: RingCentral numbers and call flows, Cloudflare DNS and domains, email authentication (SPF, DKIM and DMARC), website hosting, SSL, backups and uptime, and AWS account security and cost monitoring.
• Automate onboarding and offboarding from Rippling into Google Workspace, MaaS360 and RingCentral, and run quarterly access reviews.
• Keep runbooks, network documentation and the disaster recovery plan current.

What You'll Bring:

• 5+ years in IT systems administration, including time as a senior or lead IT person at a small or mid-sized company
• Hands-on experience with firewalls, switches and Wi-Fi across multiple sites
• Deep Google Workspaceadministration experience
• Mobile device management at scale; MaaS360 is a plus, but Intune, Jamf or similar counts
• Security fundamentals: endpoint protection, patching, MFA and SSO, backups and incident response
• Experience leading or mentoring at least one person, and managing vendor relationships and escalations
• Comfortable running a help desk queue while carrying project work, covering after-hours on-call, and traveling to branches on rare occasions
• Clear writing for documentation, and plain-language communication with non-technical people

• Experience with RingCentral, Rippling, Zendesk, Kisi, Cloudflare, Azure, or AWS
• Working knowledge of Microsoft 365 and Entra ID
• Scripting or automation in PowerShell, Python or Google Apps Script
• Experience in construction, field services or another business with a seasonal workforce
• Experience writing IT policies or an infrastructure roadmap

What You'll Get:

• Competitive Salary (commensurate based on experience)
• Full benefits package – medical, dental, and vision insurance
• Unlimited PTO* (we trust adults to manage their time)
• 401(k) 50% match up to 5%
• Premier-provided apparel to represent the brand with pride
• CorporateBonus (based on company EBIT performance)