IT System and Operations Manager

Job Description

Job Description

IT Systems and Operations Manager

The IT Systems & Operations Manager serves as the Company's internal technology owner and primary liaison among business leaders, employees, operational teams, and the Company's third-party managed service provider (MSP). This is a hands-on, manager-level individual contributor role responsible for coordinating day-to-day IT operations, leading technology migrations and implementations, maintaining control of IT assets and access, and ensuring employees receive timely, practical technology support.

The successful candidate will translate operational needs into clear technical requirements, coordinate work performed by outside providers, resolve or appropriately escalate lower- and mid-level issues, and establish the processes, documentation, and accountability needed for reliable and secure technology operations across the organization.

FLSA: Exempt

Key Responsibilities:

IT Operations and Vendor Management

• Serve as the primary point of contact for the Company's outsourced IT provider and other technology vendors.

• Translate business and field-operation needs into clear service requests, technical requirements, priorities, and project plans.

• Monitor vendor performance, service levels, open tickets, deliverables, costs, and recurring issues; escalate concerns and drive issues through resolution.

• Coordinate planned maintenance, outages, upgrades, installations, and technology changes to minimize operational disruption.

• Assist leadership with vendor evaluations, contract reviews, budgeting, purchasing decisions, and long-term technology planning.

Systems Migration and Project Coordination

• Lead the internal coordination of major technology migrations involving business systems, phones, user accounts, workstations, mobile devices, applications, and related infrastructure.

• Develop and maintain project plans, inventories, timelines, risk logs, testing requirements, communication plans, and cutover checklists.

• Coordinate stakeholders, vendors, implementation partners, and end users to ensure requirements are understood and milestones are completed.

• Support data validation, user acceptance testing, training, deployment, issue tracking, and post-implementation stabilization.

• Document decisions, dependencies, configurations, business processes, and lessons learned for future support and continuity.

End-User Technology Support

• Provide or coordinate practical lower- and mid-level support for computers, mobile devices, phones, printers, connectivity, user accounts, software, and common business applications.

• Triage incoming technology issues, resolve matters within the role's capability, and route complex or specialized matters to the appropriate provider.

• Coordinate technology onboarding, transfers, role changes, leaves, and offboarding, including equipment, system access, licenses, and timely account changes.

• Create user guides, frequently asked questions, and basic training materials; provide individual or group instruction when new tools or processes are introduced.

• Identify recurring issues and recommend process, training, configuration, or vendor-service improvements.

IT Asset and Lifecycle Management

• Maintain a complete and accurate inventory of computers, monitors, phones, mobile devices, peripherals, software licenses, warranties, assigned users, locations, and equipment status.

• Establish consistent processes for purchasing, receiving, configuring, issuing, transferring, returning, storing, replacing, and securely retiring technology assets.

• Conduct periodic inventory reconciliations and report missing, aging, underused, or unsupported equipment and licenses.

• Coordinate device refresh schedules, warranty work, repairs, recycling, and secure data removal with approved vendors.

• Maintain organized records for invoices, contracts, licenses, configurations, equipment assignments, and vendor contacts.

Security, Access, and Business Continuity

Coordinate with the MSP and leadership to maintain appropriate access controls, multifactor authentication, endpoint protection, patching, backups, security awareness, and recovery practices.

• Periodically review user access and software licensing to confirm that permissions remain appropriate and inactive access is removed promptly.

• Support investigation and escalation of suspected phishing, account compromise, lost devices, data exposure, and other technology incidents; help maintain IT policies, standards, procedures, recovery documentation, and incident-response contact information.

• Assist with technology-related audit, insurance, customer, and compliance information requests in coordination with appropriate internal and external partners.

Qualifications:

Required

• Five or more years of progressively responsible experience in IT operations, systems administration, technical support, IT project coordination, or a closely related area.

• Demonstrated experience working with or overseeing a managed service provider, outsourced IT firm, or multiple technology vendors.

• Experience supporting a meaningful systems migration, enterprise implementation, office technology transition, or multi-site deployment.

• Working knowledge of Microsoft 365 and common identity, access, device-management, endpoint-security, networking, telecommunications, and SaaS administration concepts.

• Experience maintaining IT asset inventories and administering equipment and software lifecycles.

• Strong project organization, documentation, troubleshooting, communication, and follow-through skills.

• Ability to communicate effectively with both technical providers and nontechnical employees at all organizational levels.

• Ability to exercise sound judgment, maintain confidentiality, manage competing priorities, and work independently with limited supervision.

• Ability to work from the Marin County office and travel occasionally to other Company locations as business needs require.

Preferred

• Bachelor's degree in information technology, computer science, information systems, business technology, or a related field; equivalent relevant experience will be considered.

• Experience with Microsoft Entra ID/Azure, Intune or another mobile-device management platform, SharePoint, Teams, VoIP or mobile-phone administration, ticketing systems, and IT asset-management tools.

• Experience supporting a multi-location, field-based, construction, utility, transportation, or similarly operational workforce.

• Relevant certifications such as ITIL, CompTIA Network+ or Security+, Microsoft, Cisco, or project-management credentials.

Work Environment and Physical Requirements

• This position is based in the Company's Marin County office and requires regular in-person availability to support office technology, employees, vendors, and equipment deployments.

• Work may occasionally be required outside normal business hours during critical outages, migrations, upgrades, or planned cutovers.

• The role regularly uses computers, mobile devices, phones, and other office technology and may require moving or installing typical workstation equipment. Reasonable accommodations will be provided in accordance with applicable law.