IT Operations Manager

Role: IT Operations Manager

Location: Orem, Utah

Type: Full Time

Position Summary:

What the Role Offers:

• A start-up culture; we move fast, adapt quickly, and cut out unnecessary bureaucracy.
• Ownership of a critical IT function. You will be accountable for uptime, performance, and end-user satisfaction for our Orem headquarters (~400 employees).
• Direct exposure to executive leadership and influence over company-wide technology standards.

Essential Duties:

• Own end-user technology operations for the Orem headquarters (~400 employees), ensuring seamless, reliable, and secure access to all corporate systems and office infrastructure.
• Evolve the HelpDesk function into a proactive reliability model instrument systems to detect, diagnose, and automatically resolve issues before users are impacted, driving toward zero user-submitted tickets.
• Lead and mentor a distributed team of 5 10 onshore and offshore Support Engineers, setting clear SLAs, enforcing automation standards, and cultivating a customer-first, engineering-driven culture.
• Automate endpoint management (provisioning, patching, compliance, and telemetry) using Intune, OSD Cloud, and PowerShell/Python scripting to ensure consistent performance and configuration drift control.
• Implement self-healing systems for common endpoint and application failures, reducing time to detection and time to resolution through monitoring, alerting, and remediation playbooks, then automation.
• Oversee and continuously improve the full asset lifecycle, from procurement, imaging, deployment, repair, to secure retirement, using policy-based automation and telemetry to ensure accuracy, reliability, and security at scale.
• Establish performance metrics and feedback loops that measure uptime, response time, first-contact resolution, and user satisfaction (CSAT), presenting insights and trend analyses to leadership.
• Design and maintain resilient site technology infrastructure (networking, Wi-Fi, AV, and conferencing systems), ensuring consistent availability and ease of use for executives and employees.
• Lead technology readiness and live support for executive-level events including quarterly Board of Directors and Town Hall meetings, ensuring zero downtime or degradation in user experience.
• Be hands-on when needed. Model urgency and ownership by engaging directly in escalations, troubleshooting, or incident response to maintain operational excellence.
• Standardize and Document all processes, configurations, and runbooks to ensure repeatability, compliance, and knowledge continuity across the team.

Minimum Qualifications:

• 5+ years of progressive IT leadership experience, including 3+ years managing end-user technology or HelpDesk operations at a scale of 300+ employees.
• Proven ability to define and improve operational metrics and use data insights to drive continuous service improvement.
• Deep hands-on expertise with the Microsoft E5 ecosystem including Intune, OSD Cloud, Azure AD / Entra ID, Defender, Teams, and OneDrive, with emphasis on endpoint telemetry, configuration management, and automated remediation.
• Strong background in endpoint engineering; imaging, patching, compliance, and hardware troubleshooting, supported by PowerShell or Python scripting for automation.
• Experience integrating observability and alerting into IT operations (e.g., Intune analytics, Defender dashboards, Prometheus monitoring and alerting, or other log-based monitoring) to create measurable reliability outcomes.
• Track record of driving down incident rates and achieving measurable reductions in user-reported tickets through automation and/or process redesign.
• Exceptional communication and stakeholder management skills; capable of translating technical performance data into clear business and customer impact narratives.
• Demonstrated customer-first mindset, balancing technical excellence with empathy and responsiveness to user needs.
• Strong organizational and documentation discipline, with the ability to create scalable, repeatable processes.
• Bachelor s degree in Computer Science, Information Systems, or equivalent professional experience.
• Hands-on approach; a leader who can architect the system and jump in to debug it when needed.

Preferred Qualifications:

• Microsoft Certified: Modern Desktop Administrator Associate, Azure Administrator Associate, or higher-level Microsoft certification demonstrating depth across the E5 ecosystem.
• Proven ability to design and deploy automation workflows using tools such as Microsoft Power Automate, Intune scripting, or Azure Logic Apps to eliminate repetitive manual tasks.
• Demonstrated success in building proactive monitoring and automation systems that detect, diagnose, and alert on issues before end users are impacted.
• Experience implementing or managing AI-assisted service operations (e.g., Microsoft Copilot, FreshService AI, or ServiceNow Virtual Agent) to streamline triage, ticket classification, and remediation.
• Hands-on experience building self-healing or event-driven systems that use telemetry, alerts, or scripts to automatically resolve common endpoint and network issues.
• Familiarity with SRE principles: observability, SLIs/SLOs, post-incident reviews, and continuous reliability improvement, applied to end-user technology environments.
• Advanced proficiency in PowerShell or Python for developing automation, data collection, or analytics pipelines.
• Experience integrating or interpreting data from monitoring and analytics tools (e.g., Defender dashboards, Intune reports, Power BI) to drive insights and service reliability improvements.
• Background supporting or enforcing compliance and security frameworks (SOX, NIST CSF, ISO 27001) through automated policy enforcement and endpoint configuration management.
• Demonstrated ability to coach teams to think like engineers, encouraging curiosity, metrics-driven experimentation, and root-cause elimination instead of workarounds.
• Experience in high-availability corporate environments with executive-level support expectations (e.g., Board meetings, Town Halls, or investor presentations).