IT Operations Manager

Job Description

The IT Operations Manager is responsible for overseeing the daily activities of the IT department’s operational staff, directly managing the desktop support teams across eight locations. This role works closely with the Infrastructure Manager and serves as the primary escalation point for coordinating break/fix service requests. The Operations Manager collaborates with the Vice President of IT to align and prioritize IT tasks and projects, ensuring standardized processes are followed across all sites. Additionally, this position maintains accurate systems inventory and provides regular reporting on IT operational metrics. This position will work onsite 5 days a week in our corporate office located in Irvine, CA.

Key Responsibilities

Lead and manage the desktop support team; serve as the primary escalation point for service requests

Ensure timely resolution of all service desk tickets

Track and report on key IT metrics, including service desk performance and system uptime

Support the migration from on-premises infrastructure to cloud-based solutions

Guide the team in Endpoint automation including system imaging and manual tasks

Provide end-user training on endpoint computing technologies

Act as an IT ambassador and foster strong relationships with business stakeholders

Drive the continual improvement and automation of IT services

Create, oversee and maintain internal documentation and knowledge base articles

Manage and procure inventory of computing devices, mobile equipment, printers/copiers, and peripherals and software licensing

Perform user administration tasks in Active Directory, Azure and Exchange

Assist with troubleshooting hardware, software, and network issues

Support server, virtualization, storage, and application environments

Collaborate with external vendors to resolve issues efficiently

Mentor IT staff to ensure performance, skills development, and role alignment

Perform additional duties as assigned

Minimum Qualifications

Minimum 7 years of experience in IT operations and end-user support.

Proven experience in managing teams and IT projects in a fast-paced environment.

Required Skills and Experience

At least 10 years of hands-on technical experience in a 24/7/365 IT operational environment

7–10 years’ experience supporting and troubleshooting Windows Server and Desktop OS

7+ years in customer-facing IT support roles

7+ years' experience with Active Directory, Azure, VMware, EPM and MDM solutions

Solid understanding of LAN/WAN architecture, including TCP/IP, SMTP, DNS, DHCP, VLANs, LDAP, firewalls, and routing protocols

Experience with scripting tools (e.g., PowerShell, WScript/CScript, Perl)

Proficiency with IT service desk systems such as ManageEngine, ServiceNow, etc.

Strong written and verbal communication skills, with the ability to translate business needs into technical requirements

Highly organized with attention to detail; capable of managing multiple tasks simultaneously

Flexible, proactive, and able to work both independently and collaboratively

Experience leading IT projects for 7+ years

Education and Certifications

Bachelor’s degree in Computer Science, Information Technology, or a related field.

Relevant certifications are a plus, including:

ITIL 4 Foundation

Microsoft Azure Fundamentals / Azure Administrator

CompTIA Network+

CompTIA Security+

ITAR Compliance Notice

This position requires compliance with the International Traffic in Arms Regulations (ITAR). Under ITAR, candidates must be a U.S. citizen, U.S. lawful permanent resident (e.g., "Green Card" holder), asylee, or refugee as defined by 8 U.S.C. 1324b(a)(3). Applicants who do not meet this requirement may not be eligible for employment in this position.

Summit Interconnect is an Equal Opportunity Employer

We are committed to fostering an inclusive and diverse workplace where everyone is valued and respected. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic.

Full-time