Operations Manager

We are seeking a Senior Manager, IT Operations to lead and modernize enterprise IT support, end-user computing, endpoint management, and service delivery. Reporting to the Director of IT Infrastructure & Operations, this leader will oversee Help Desk operations, develop a scalable Tier 1 Service Desk model, improve operational processes, and serve as a senior escalation resource for complex technical issues. This is more than a traditional Help Desk Manager role. We need a process-driven leader who can improve how IT services are delivered while helping the organization transition from a server-heavy, on-premises environment to modern cloud-based services. Strong hands‑on experience working with Microsoft Azure is required. Key Responsibilities Lead Help Desk, Service Desk, end-user support, and endpoint-management operations. Establish clear Tier 1, Tier 2, Tier 3, and escalation responsibilities. Build and mature a centralized Tier 1 Service Desk/Call Center. Serve as a Tier 4 escalation resource for complex cloud, endpoint, identity, and end-user technology issues. Support cloud modernization initiatives involving Azure, Microsoft 365, Intune, Entra ID, Teams, and OneDrive. Improve incident management, problem management, request fulfillment, onboarding, offboarding, and major-incident processes. Standardize endpoint provisioning, software deployment, patching, device compliance, and lifecycle management. Develop SLAs, operational metrics, runbooks, knowledge articles, and self‑service resources. Partner with Infrastructure, Security, Enterprise Applications, and business leadership to eliminate recurring issues. Lead, coach, and develop IT Operations and support personnel. Manage technology vendors and external support partners. AI and Automation This leader will help integrate AI, automation, and self‑service into everyday IT support, including: Ticket creation, categorization, summarization, and routing Technician troubleshooting assistance Knowledge article recommendations and creation Employee self‑service Onboarding and offboarding Device provisioning and software deployment Recurring support tasks and user communications Experience with Microsoft Copilot, Copilot for Security, chatbots, workflow automation, or AI-assisted support tools is highly valued. Required Qualifications Significant experience leading enterprise IT Operations, Help Desk, Service Desk, desktop support, or end-user computing teams. Strong hands‑on experience working with Microsoft Azure and cloud environments. Experience with Microsoft 365, Intune, Entra ID, endpoint management, software deployment, and patching. Experience supporting cloud migrations or hybrid-cloud modernization initiatives. Ability to act as a senior technical escalation resource. Strong knowledge of ITSM, incident management, problem management, and escalation processes. Experience establishing scalable support processes, SLAs, documentation, and performance metrics. Strong people leadership, vendor‑management, and executive-communication skills. Experience working within a mid-sized or large enterprise environment. The ideal candidate combines hands‑on Azure knowledge, technical credibility, people leadership, service‑management discipline, and an automation‑focused mindset. This is an opportunity to transform enterprise IT support and build a scalable operating model centered on cloud technology, accountability, and continuous improvement. #J-18808-Ljbffr The Intersect Group