IT Operations Manager

Job Description

Job Description

JOB SUMMARY

The IT Operations Manager is responsible for the management, reliability, security, and continuous improvement of Gratsy's internal technology environment. This role oversees IT infrastructure, networking, end-user technology, Apple Business Manager, asset inventory, A/V systems, approved AI tools, and the relationship with Gratsy's Third-Party Network & IT Partner.

This position combines hands-on technical leadership with team management and technology strategy. The IT Operations Manager will serve as an escalation point for complex technical issues, support cybersecurity and SOC II compliance initiatives, and manage Gratsy's A/V technology environment. Responsibilities include and are not limited to the below:

ESSENTIAL DUTIES, FUNCTIONS, AND RESPONSIBILITIES

• Oversee daily IT operations and service delivery, ensuring reliable performance of critical business systems, networks, devices, and workplace technology.

• Manage Gratsy's IT infrastructure, networking, connectivity, end-user technology, system access, and technology lifecycle needs.

• Own the administration of Apple Business Manager and support the provisioning, configuration, security, maintenance, replacement, and retirement of Gratsy's Apple devices.

• Serve as the primary internal owner of the relationship with Gratsy's Third-Party Network & IT Partner, managing service delivery, escalations, technology projects, cybesecurity training, security initiatives, and ongoing performance.

• Serve as an escalation point for complex technical issues and coordinate internal and external resources through resolution.

• Co-manage Gratsy's annual SOC 2 audit and ongoing SOC 2 compliance efforts, including evidence collection, control documentation, remediation tracking, audit coordination, and continued adherence to established security and operational controls.

• Oversee Gratsy's approved AI technology environment, including tool administration, access, security, appropriate usage standards, and evaluation of new AI capabilities.

• Expertly manage conference room, meeting, and office A/V technology to ensure reliable support for employees, leadership, and client meetings.

• Partner with leadership on technology planning, budgeting, vendor evaluation, system modernization, and long-term technology strategy.

• Comply with all company policies and procedures and perform other duties as assigned.

EDUCATION & RELATED EXPERIENCE REQUIRED

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or related field preferred; equivalent professional experience considered.

• 8+ years of progressive IT experience.

• Leadership, supervisory, or team-lead experience required.

• Strong professional experience with systems administration, IT infrastructure, networking, and enterprise end-user technology.