Manager, IT Operations

Job summary

We are seeking an experienced and forward-thinking IT Manager to lead a team of administrators and engineers responsible for the delivery, support, governance, and continuous improvement of enterprise collaboration and productivity platforms. This role combines people leadership, operational ownership, technical depth, and strategic vision. The ideal candidate will serve as both a technical subject matter expert and an organizational leader, overseeing platforms such as Microsoft Office 365, SharePoint Online, Microsoft Teams, Microsoft Power Platform, application integrations, Five9, Slack Technologie, and a small footprint of Google Workspace services. This individual will manage operational support, escalations, platform governance, vendor coordination, service reliability, and 24x7x365 operational coverage while helping shape the future vision for enterprise productivity and collaboration technologies. The role requires a strong understanding of ITSM and ITIL-based operational processes, along with experience managing initiatives, operational workstreams, and platform enhancement efforts. A successful candidate would be a seasoned people leader, expert communicator and who can balance operational rigor with transformation, ensuring reliable service delivery while continuously improving process maturity, tooling, and user experience.

Key Responsibilities

• Lead, mentor, and develop a team of engineers and administrators responsible for enterprise productivity and collaboration platforms.
• Oversee and help coordinate 24x7x365 operational support coverage, including on-call rotations, escalation management, and incident response processes.
• Act as a senior technical escalation point for complex incidents, outages, integrations, and platform-related issues.
• Evaluate emerging technologies, AI capabilities, automation opportunities, and collaboration tooling enhancements.
• Serve as a thought leader for modern workplace technologies and employee productivity solutions.
• Manage day-to-day operations, administration, governance, and lifecycle management of: Microsoft 365 / Office 365, SharePoint Online, Microsoft Teams, Power Platform (Power Apps, Power Automate, Copilot Studio), Voice/Telephony Services (Teams, Zoom, On-prem), Slack, Five9, Google Workspace (limited scope), Enterprise application integrations and connected services.
• Drive operational excellence through ITSM and ITIL-aligned processes including Incident, Problem, Change, Request, Knowledge, and Major Incident Management.
• Manage operational backlogs, enhancement requests, platform projects, and service improvement initiatives using Jira.
• Own operational service health, uptime, support models, SLAs, and continuous service improvement initiatives.
• Develop and manage team on-call schedules and participate in after-hours support and escalation activities as needed.