IT Operations Manager

Role Overview

• 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, Slack, Five9, Google Workspace, and enterprise application integrations.
• 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.
• Establish operational standards, monitoring, alerting, documentation, and support procedures.
• Partner with Security, Infrastructure, Networking, IAM, Compliance, Legal, and business stakeholders to ensure secure and compliant platform operations.
• Drive platform governance, licensing optimization, automation, and adoption strategies.
• Lead vendor relationships, escalations, and strategic roadmap discussions.
• Oversee platform integrations, API connectivity, authentication models, and enterprise application interoperability.
• Support organizational initiatives involving migrations, consolidations, acquisitions, and platform modernization efforts.
• Develop operational metrics, KPIs, dashboards, and executive-level reporting.
• Manage incident response coordination and participate in major incident management activities.
• Ensure documentation, knowledge management, and operational runbooks are maintained and continuously improved.
• Assist with budgeting, forecasting, licensing, and capacity planning activities.

Requirements

• Bachelor’s degree in information technology, Computer Science, or related field, or equivalent professional experience.
• 7+ years of progressive IT experience with enterprise collaboration and productivity platforms.
• 3+ years of direct people management experience leading technical teams.
• Strong technical expertise administering and supporting Microsoft 365 technologies.
• Experience supporting enterprise collaboration platforms such as Microsoft Teams, SharePoint Online, Slack, and Five9.
• Experience managing 24x7x365 technical operations in a global enterprise environment.
• Experience leading platform migrations, consolidations, or digital transformation initiatives.
• Experience serving as a senior escalation point for high-severity incidents and operational issues.
• Experience with Power Platform governance and administration.
• Experience with Copilot, AI-powered productivity platforms, or automation technologies.
• Strong understanding of SaaS operations, governance, integrations, and lifecycle management.
• Experience with API-based integrations and enterprise application connectivity.
• Strong organizational, communication, and stakeholder management skills.
• Ability to balance strategic planning with hands-on operational leadership.
• Willingness to participate in on-call rotations and after-hours escalations.
• Understanding of ITSM operations – incident and request management.

Tech Stack

• ITSM

Benefits

• Additional Premium Health insurance;
• Sodexo food vouchers equal to 80 lv per month
• 25 days of vacation;
• Flexible benefits (Re:benefit);
• Udemy subscription;
• 10% learning time;
• 70/30 new feature work/improvements;
• Flexible work from office or remote;