IT Operations Manager

KPA is seeking a hands-on IT Operations Manager to lead the IT support function while driving operational excellence process improvement automation and technology enablement across the company. The role will directly manage service desk personnel while also owning key operational areas including employee IT operations vendor management support tooling asset lifecycle management and process improvement initiatives. The ideal candidate is technically capable service-oriented highly organized and excited about improving processes leveraging automation and AI-assisted tooling and helping scale IT operations in a collaborative SaaS environment.

Responsibilities:

Team Leadership

• Manage coach and develop service desk personnel.
• Set expectations for communication ownership documentation professionalism and follow-through.
• Conduct regular one-on-ones and performance discussions.
• Build a culture of accountability responsiveness continuous improvement and high-quality employee support.
• Develop the service desk team’s troubleshooting escalation communication and technical capabilities.
• Partner with security DevOps HR finance and other stakeholders to ensure IT work is coordinated well-communicated and completed effectively.
  

IT Service Delivery & Operations

• Lead daily service desk operations escalations SLA performance ticket quality and employee support
• Manage onboarding offboarding access requests equipment lifecycle and employee IT workflows.
• Serve as the primary escalation point for complex employee-facing IT issues.
• Lead operational IT initiatives such as support platform improvements collaboration tooling mobile device lifecycle management and employee technology rollouts.
• Develop and maintain operational standards SOPs support documentation and knowledge base content.
• Leverage tools and technologies such as PowerShell Power Automate APIs ChatGPT Claude or similar automation platforms.
• Own relationships renewals and operational coordination with IT vendors SaaS providers carriers and hardware partners.
• Help improve IT asset lifecycle management processes for hardware and software.

Qualifications:

• Bachelor’s degree in computer science information technology or equivalent experience; certifications such as Microsoft MS-102 MD-102 CompTIA Security+ ITIL Foundation or similar certifications are a plus.
• 5+ years of experience in IT operations systems administration service delivery or internal IT support.
• 2+ years of team lead or people management experience.
• Ability to independently troubleshoot and resolve moderately complex technical and operational issues across endpoint SaaS identity and employee IT systems.
• Strong experience with Microsoft 365 Entra ID endpoint management SaaS administration and enterprise IT operations.
• Experience managing service desk operations escalations vendors procurement and operational workflows.
• Experience with PowerShell APIs automation platforms AI-assisted tooling or workflow automation technologies.
• Solid understanding of networking security Azure endpoint management and modern cloud-based IT environments.
• Experience supporting SOC 2 audits security initiatives or compliance-driven operational processes.

Success Criteria:

• Improve service desk responsiveness accountability and consistency.
• Clear escalation paths between support security cloud/systems engineering and DevOps.
• Improve documentation SOPs request workflows and ticket quality.
• Increase visibility into IT performance through useful metrics and reporting.
• Improve vendor licensing procurement and renewal management.
• Help modernize and scale the internal IT support experience for employees across the organization.

Compensation:

• Annual base salary range between $90-110k
• Bonus potential of 15% annually

Physical Requirements:

Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Working at a computer typing and view a screen - Constantly
Stationary sitting or standing - Constantly
Visual Recognition - Constantly
Hearing/Listening - Occasionally
Communicating verbally and/or in writing - Occasionally
Travel - Seldom

What We Do

KPA solutions help clients identify remedy and prevent workplace safety and compliance problems across their entire enterprise. The combination of KPA’s easy-to-use software platforms consulting services and award-winning training content helps organizations minimize risk so they can focus on what’s important—their core business. For nearly 40 years KPA has helped 10000+ clients achieve regulatory compliance protect their business and keep people safe.

Why Work With Us

Since 1986 we have been refining the core values with which we work together as a team and with our clients. Do you align with our core values of Integrity Helpfulness Excellence Agility Respectfulness and Teamwork? It is these core values that promote our success through both organic growth and integrating acquisitions.

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