Operations Manager - IT Infrastructure

Manage day-to-day operations of the IT Infrastructure, including ticket management, resource allocation, shift planning, and escalation handling.

Lead and mentor Server, Storage, and Voice Engineers, fostering a high-performance and customer-centric culture.

Oversee onboarding, training, and career development of IT staff.

Ensure delivery of consistent support for hardware, software, and access-related issues across the organization.

Provide oversight across tools and platforms including: Active Directory and Azure Entra for identity and access management Microsoft 365, Teams, Outlook, OneDrive, SharePoint Intune for endpoint management Ivanti for asset and configuration management Enterprise telephony platforms (NICE, LiveVox, Nexida) for user-level provisioning and MACD tasks Legal and business apps such as LegalFiles, Qlaw, and Pharos Print Experience in any of the Public Cloud technologies will be an added advantage

Active Directory and Azure Entra for identity and access management

Microsoft 365, Teams, Outlook, OneDrive, SharePoint

Intune for endpoint management

Ivanti for asset and configuration management

Enterprise telephony platforms (NICE, LiveVox, Nexida) for user-level provisioning and MACD tasks

Legal and business apps such as LegalFiles, Qlaw, and Pharos Print

Experience in any of the Public Cloud technologies will be an added advantage

Monitor team performance and service metrics, ensuring SLA and quality targets are met.

Generate and present weekly, monthly, and quarterly performance reports (QBRs) to IT leadership and business stakeholders.

Use data analysis to identify trends, drive improvements, and support strategic decisions.

Serve as the primary point of contact for business and IT stakeholders

Communicate effectively during incidents, escalations, and service disruptions.

Collaborate with other IT teams (infrastructure, applications, security) to ensure seamless end-user support.

Develop and maintain standard operating procedures (SOPs), runbooks, and internal documentation.

Identify and implement process improvements to enhance efficiency and service quality.

Ensure adherence to internal controls, IT policies, and compliance requirements.

Oversee the maintenance of the IT knowledge base, ensuring documentation is current, accessible, and aligned with common support issues.

Promote knowledge sharing and ensure consistent support across shifts and regions.

Bachelor's degree in Information Technology or a related field, or equivalent work experience.

Minimum 7 years of experience in IT operations, including 5+ years in a supervisory or managerial capacity.

Proven ability to manage distributed teams in a fast-paced IT support environment.

Strong experience with ITSM tools (e.g., ServiceNow, Jira) and understanding of ITIL frameworks.

Working knowledge of Microsoft 365, Active Directory, Azure Entra, Intune, and other end-user support technologies.

Experience managing MACD activities in enterprise telephony platforms such as NICE, LiveVox, or Nexida is preferred.

Excellent analytical, communication, and presentation skills.

Experience working with U.S.-based or international stakeholders is a strong plus.

All your information will be kept confidential according to EEO guidelines.