IT Operations Manager

Description

Key Responsibilities

• Lead day-to-day IT operations across infrastructure, systems, endpoints, networking, security tools, telephony, SaaS platforms, cloud services, and other critical business applications. 
• Manage, coach, and hold accountable the IT operations team, including the IT Systems Manager, support technicians, and other assigned IT team members. 
• Establish and enforce operating standards for critical systems, including ownership, support procedures, escalation paths, change management, backup requirements, and recovery expectations. 
• Own backup and disaster recovery readiness for key platforms, including SAP B1, on-premise servers, SAN storage, cloud services, and other business-critical systems. 
• Define, document, and validate recovery point and recovery time objectives so they align with business needs. 
• Provide operational oversight for SAP B1 infrastructure, including server health, database protection, access, backups, and recovery procedures in partnership with internal stakeholders and vendors. 
• Improve infrastructure reliability across firewalls, VPN connections, VLANs, wireless networks, endpoints, servers, SAN storage, and cloud environments. 
• Oversee Microsoft 365, Entra ID, Intune / Endpoint Manager, SharePoint, OneDrive, endpoint compliance, identity controls, and related security configurations, including policy enforcement across the environment. 
• Own day-to-day identity and access security controls, including MFA enforcement, privileged access hygiene, conditional access policies, access reviews, and least-privilege administration practices. 
• Manage endpoint protection, firewall administration, vulnerability response, patching, policy deployment, and security-related follow-through. 
• Drive vulnerability remediation across endpoints, servers, network infrastructure, and cloud services by establishing priorities, assigning ownership, tracking closure, and validating completion. 
• Partner with security, leadership, and external providers as needed to support monitoring, incident triage, containment, recovery, root cause follow-up, and control improvements after security events. 
• Manage IT vendors and service providers to ensure issues are escalated, tracked, documented, and resolved in line with business priorities. 
• Create visibility through dashboards, ticket reviews, roadmap tracking, status reporting, and recurring operational reviews with Technology leadership. 
• Partner with business leaders to prioritize IT work based on risk, business impact, urgency, and available resources. 
• Drive consistent execution of projects, infrastructure upgrades, releases, system cutovers, and operational improvements from planning through validation and closeout. 
• Keep procedures, diagrams, inventories, access records, recovery documentation, and support runbooks current and usable. 
• Respond to escalations and critical incidents with urgency, sound judgment, and clear communication. 
• Other duties as assigned. 

Skills, Knowledge and Expertise

• 8+ years of progressive experience in IT operations, systems administration, infrastructure, or technology leadership. 
• 4+ years of experience managing IT staff, vendors, operational workflows, or cross-functional technical teams. 
• Strong knowledge of backup and disaster recovery practices, including incremental backups, restore validation, recovery point objectives, recovery time objectives, and incident response. 
• Experience supporting business-critical systems such as ERP, finance, manufacturing, warehouse, or operations platforms. SAP B1 experience is strongly preferred. 
• Strong understanding of networks, firewalls, VPNs, VLANs, wireless infrastructure, server administration, storage, endpoint management, and cloud services. 
• Experience with Microsoft 365 administration, Entra ID, Intune / Endpoint Manager, SharePoint, OneDrive, and endpoint compliance. 
• Working knowledge of identity and access security, including MFA, conditional access, privileged access, device compliance, and access governance practices. 
• Experience driving vulnerability management and remediation efforts across infrastructure, endpoints, and cloud services, including follow-up to ensure issues are resolved on time. 
• Ability to bring structure to an evolving environment through documentation, process design, ownership models, recurring reviews, and measurable follow-through. 
• Strong judgment during incidents, including the ability to assess risk, preserve recovery options, communicate clearly, and make decisions under pressure. 
• Excellent communication skills and the ability to explain technical issues, risks, tradeoffs, and recovery plans to both technical and non-technical stakeholders. 

• Experience with SAP B1 infrastructure, SQL Server, ERP backup strategies, and database recovery coordination. 
• Experience managing SAN storage, virtualization platforms, server backup tools, and disaster recovery processes. 
• Experience with Sophos firewalls, Nextiva phone systems, AWS services, and multi-site network environments. 
• Experience building IT operating models, service level expectations, ticketing workflows, change management processes, and incident response procedures. 
• Experience in a fast-growing company where technology supports operations, field teams, supply chain, manufacturing, or customer-facing systems. 
• Project management experience with the ability to prioritize, assign ownership, manage timelines, and validate completion. 

• You create structure where it is needed by defining ownership, setting expectations, following up consistently, and making sure critical work does not depend on memory or verbal assurances. 
• You have strong operational discipline and understand that critical systems require routine validation, clear runbooks, tested recovery plans, and consistent attention to detail. 
• You lead with clarity and accountability by setting priorities, coaching team members, removing blockers, and holding the team to a high standard of follow-through. 
• You communicate early and clearly, keep stakeholders informed during incidents, explain risk in plain language, and escalate when business impact requires it. 
• You balance urgency with sound judgment and move quickly without skipping assessment, preservation, documentation, or approval when systems are at risk. 
• You are comfortable being hands-on and willing to dig into technical details when needed. 
• You build strong working relationships with internal teams, external vendors, executives, and non-technical users. 
• You are improvement-minded and look for recurring failure points, close process gaps, and build systems that reduce avoidable risk over time. 
• You are comfortable with ambiguity and can bring order, prioritize well, and build scalable operating practices in a fast-growing environment. 

• Critical systems have documented owners, runbooks, backup schedules, recovery expectations, and escalation paths. 
• Backups are validated regularly, restore testing is documented, and recovery reporting is visible to Technology leadership. 
• Incidents are handled through a structured process that protects recovery options and communicates business impact clearly. 
• Identity, endpoint, and access controls are implemented consistently, reviewed regularly, and enforced in a way that reduces avoidable security risk. 
• Vulnerabilities and security gaps are prioritized, assigned, tracked to closure, and reported with enough visibility to support accountability. 
• IT operations work is prioritized, tracked, completed, and validated with consistent follow-through. 
• The IT team has clear role ownership, accountability, and an operating rhythm that reduces business risk. 

• Fully onsite position in Salt Lake City, UT. 
• Work is primarily done indoors and requires sitting for long periods. 
• Frequent use of computers, including prolonged periods of screen time. 
• Frequent communication with team members in writing, over the phone, and in person. 
• Ability to lift up to 50 lbs. 
• Availability for after-hours support, escalation, or incident response when business-critical systems are impacted. 

Benefits