IT Operations Manager

Job Requirements
POSITION SUMMARY

The IT Operations Manager is a hands-on technology leader responsible for the day-to-day reliability, security, support, and administration of TransGrid Energy's corporate technology environment. The role will serve as the primary operational owner for end-user IT services, identity and access, endpoint management, Microsoft 365, infrastructure, cybersecurity operations, enterprise application support, IT vendors, and technology asset management. The Manager will also play a key role in the integration of TGE and Qcells Grid & Energy Services (G&ES), helping establish a scalable IT operating model, execute user and system migrations, strengthen security controls, and transition critical knowledge and responsibilities from third-party service providers to an internally owned IT function.
KEY RESPONSIBILITIES

Own day-to-day IT operations and serve as the primary escalation point for employee technology issues, ensuring timely, professional resolution and clear communication.

Manage Microsoft 365 and the corporate identity environment, including user provisioning/deprovisioning, groups, permissions, MFA, SSO, conditional access, and privileged access in coordination with established security standards.

Administer endpoint management and security controls for company laptops and mobile devices, including device enrollment, configuration, patching, encryption, endpoint protection, inventory, and secure offboarding.

Manage the IT service desk operating model, including ticket intake, prioritization, escalation, service levels, recurring issue analysis, user communications, and knowledge-base/runbook development.

Coordinate and execute IT activities associated with the TGE/G&ES integration, including account, device, collaboration platform, data, and application migration activities and post-migration stabilization.

Support the migration and ongoing administration of collaboration and productivity platforms, including Microsoft 365, Teams, SharePoint/OneDrive, Slack, GitHub, 1Password, and other approved enterprise tools as applicable.

Partner with the Head of IT / Digital Services to implement cybersecurity controls and respond to security incidents, including phishing, account compromise, suspicious access, credential resets, access reviews, and security hardening.

Maintain accurate IT asset, software, license, account, and administrative-access inventories; establish clear ownership and lifecycle controls for technology assets.

Manage external IT service providers and technology vendors, including Nexien and other managed-service or implementation partners; coordinate work, monitor performance, validate deliverables, and ensure TGE retains appropriate ownership of administrative accounts, credentials, documentation, and data.

Support enterprise applications and integrations by coordinating with business owners, vendors, Hanwha Systems, and internal technical teams; triage operational issues and ensure clear ownership for resolution.

Maintain and test business continuity, backup, recovery, and disaster-recovery procedures appropriate to the corporate technology environment.

Develop, document, and enforce practical IT operating procedures and standards, including joiner/mover/leaver processes, access requests, privileged access, acceptable technology use, device standards, incident response, and records/retention requirements.

Monitor IT operational performance and risks; provide concise reporting on service levels, security issues, asset/license status, vendor performance, major incidents, and remediation priorities.

Support office and network technology, including connectivity, conferencing, printers, Wi-Fi, and related infrastructure, coordinating with vendors where specialized support is required.

Build trusted relationships across TGE, G&ES, Hanwha Systems, and business functions while translating technical issues into practical business impacts and recommended actions.
INITIAL PRIORITIES

Stabilize and formalize day-to-day IT support as TGE transitions from a heavily outsourced support model toward stronger internal ownership.

Support TGE/G&ES migration planning and execution, including Microsoft 365/Entra/Intune baseline, SSO, endpoint enrollment, collaboration tools, and user cutover readiness.

Strengthen identity, endpoint, and email security controls and establish repeatable response procedures for phishing and account-compromise events.

Establish complete inventories for devices, users, licenses, service accounts, administrative accounts, applications, vendors, and critical IT documentation.

Create clear operating runbooks, escalation paths, ownership models, and handoff requirements for Nexien and other third-party providers.

Partner with the Head of IT / Digital Services on the future-state IT operating model, staffing plan, system landscape, and technology roadmap.

Work Experience
QUALIFICATIONS

Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related field; equivalent relevant experience will be considered.

5+ years of progressive experience in IT operations, infrastructure, systems administration, service delivery, or end-user computing, with experience independently owning operational issues.

Demonstrated hands-on experience administering Microsoft 365 and identity/access technologies; experience with Microsoft Entra ID and Intune strongly preferred.

Working knowledge of endpoint security, MFA/SSO, access controls, phishing response, account compromise investigation, device lifecycle management, and common cybersecurity practices.

Experience managing an IT help desk or managed service provider relationship, including escalation management, service expectations, and vendor accountability.

Experience supporting organizational migrations, integrations, office transitions, or other significant technology change initiatives strongly preferred.

Ability to troubleshoot across users, endpoints, identity, SaaS applications, networks, and vendor-managed services and to determine when specialized escalation is required.

Strong documentation, process development, project coordination, and organizational skills.

Strong written and verbal communication skills with the ability to work effectively with executives, business users, technical teams, and external vendors.

High degree of judgment, discretion, accountability, and responsiveness when handling confidential information and security incidents.
PREFERRED EXPERIENCE

Experience with Microsoft Entra ID, Intune, Defender, Exchange Online, Teams, SharePoint/OneDrive, and related Microsoft 365 administration.

Experience supporting mixed Windows/Mac environments and mobile-device management.

Experience with SaaS administration and enterprise tools such as Slack, GitHub, 1Password, Box/Datasite, or similar platforms.

Experience in renewable energy, infrastructure, construction, project-based businesses, or another fast-growing multi-entity organization.

Relevant certifications such as Microsoft, CompTIA, ITIL, CISSP, CISM, or equivalent are a plus.