IT Operations Manager

IT Operations Manager

Shawmut Design and Construction is hiring an IT Operations Manager to join the IT Senior Leadership Team. Reporting to the CIO, the IT Operations Manager owns the day-to-day delivery and continuous improvement of end user technology services across our national footprint. This role leads a team of seven service technicians and a desktop engineer (SCCM and Intune) distributed across four offices, and is accountable for end user support, end user device management, IT change control, support of corporate events, and the operation of our enterprise conference room environment. The IT Operations Manager is a senior operator who sets standards, drives accountability, and partners with peer IT leaders to ensure that the technology our employees rely on every day is reliable, secure, and well-run.

What you'll be doing:

End User Support

• Own the end-to-end end user support function across all offices, including service levels, escalation paths, on-call coverage, and after-hours support for business-critical events.
• Establish, publish, and enforce SLAs and OLAs in partnership with business stakeholders; track performance against them and report results to IT leadership.
• Drive a measurable, data-informed support practice: monitor ticket trends, first-contact resolution, mean time to resolve, CSAT, and backlog health, and translate findings into staffing, training, automation, and process changes.
• Serve as the senior escalation point for complex or high-visibility issues; lead major incident response for end user impacting events and own communications, root cause analysis, and corrective actions.
• Define and maintain the knowledge management practice runbooks, internal KB articles, end user self-service content, and training so that solutions are captured, reused, and continuously improved.

End User Device Management

• Own the lifecycle of all end user devices laptops, desktops, tablets, and mobile phones from standards and procurement through provisioning, refresh, and secure decommissioning.
• Direct the desktop engineer in the design, maintenance, and operation of the Microsoft SCCM and Intune/Endpoint Manager environments, including OS deployment, application packaging, patching, configuration baselines, and compliance reporting.
• Partner with Information Security to enforce endpoint security posture (encryption, EDR, patch compliance, identity and conditional access) and remediate findings on a defined cadence.
• Maintain accurate asset inventory, license positions, and warranty/lifecycle data; forecast hardware refresh and budget needs.
• Set and continuously improve standard images, application catalogs, and a self-service software distribution model that reduces manual touch.

IT Change Control

• Own and operate the IT change control process across the IT organization intake, risk assessment, CAB review, approval, scheduling, communication, implementation, and post-implementation review.
• Chair the Change Advisory Board; ensure changes are properly documented, classified, tested, and communicated, with clear back-out plans and acceptance criteria.
• Maintain the forward schedule of change and the change calendar; coordinate with application, infrastructure, security, and business teams to avoid conflicts and minimize end user impact.
• Drive continuous improvement of the change practice reducing failed and emergency changes, increasing successful standard changes, and improving cycle time without compromising stability.
• Produce change metrics and reporting for the CIO and IT leadership.

Corporate Events

• Provide IT leadership for corporate events town halls, leadership meetings, training sessions, client events, and off-sites including pre-event planning, on-site staffing, run-of-show coordination, and post-event review.
• Partner with Marketing, HR, Facilities, and Executive Administration to scope AV, networking, presentation, recording, and streaming requirements well in advance of events.
• Build and maintain a repeatable event support playbook and staffing model that scales across all four offices.

Conference Rooms

• Own the design, deployment, monitoring, and ongoing operation of enterprise conference rooms across all offices, standardized on Microsoft Teams and Zoom.
• Define and maintain conference room standards (room types, hardware, peripherals, signage, and user experience) and a refresh roadmap.
• Operate proactive monitoring and alerting for room health; drive room uptime, meeting-join success, and a consistent, frictionless user experience.
• Manage vendor relationships for AV integrators, room hardware, and meeting platforms; oversee installations, acceptance, and issue resolution.

People Leadership

• Lead, coach, and develop a team of seven service technicians and a desktop engineer distributed across four offices; build a cohesive, high-performing team culture across locations.
• Set annual performance goals, conduct timely and meaningful performance reviews aligned to the corporate talent cycle, and create individual development plans that balance business needs and career growth.
• Plan staffing levels, on-site coverage, on-call rotations, and event coverage to match business demand across offices.
• Recruit, onboard, and retain talent; build bench strength and clear progression paths within the team.

Operational Leadership

• Contribute to the IT Senior Leadership Team on strategy, budget, vendor selection, and organizational priorities.
• Prepare and manage the operating and capital budgets for end user services, devices, and conference rooms; forecast accurately and manage to plan.
• Partner with Infrastructure, Information Security, Applications, and the PMO to ensure end user services are represented in projects and that operational readiness is achieved before go-live.
• Manage strategic vendor relationships across endpoints, mobility, conference room hardware, AV, and managed services; hold vendors accountable to contracts and service levels.
• Work closely with construction project teams to deliver IT services and support at Shawmut project sites as needed.

Qualifications

Requirements :

• BS/BA in Computer Science, Information Systems, or equivalent professional experience.
• 10+ years of progressive IT experience, including 5+ years directly managing end user services, desktop engineering, or IT operations teams across multiple locations.
• Knowledge and understanding of cloud computing concepts, meeting technologies, and operational methodologies . Knowledge or experience in Agile concepts is a plus.
• Must be able to demonstrate mastery of new skills or tools with minimal formal training.
• Must have the desire and ability to learn new technologies quickly.
• Extensive knowledge of enterprise applications and their management and use within a company.
• Practical experience operating enterprise conference room environments standardized on Microsoft Teams and/or Zoom Rooms, and supporting executive and large corporate events.

Who you are:

• A lover of technology who excels at learning new skills
• Somebody who enjoys working with end users and support peers with a desire to provide excellent customer service
• Supportive of a culture of continuous process and organizational improvement
• An excellent communicator, both oral and written, with the ability to write and maintain documentation and Visio diagrams
• Able to work autonomously managing day-to-day workloads and project tasks with little management supervision

EEO Information

Shawmut prohibits discrimination against any staff member or applicant on the basis of race, color, sex, sexual orientation, gender identity/expression, age, religion, national origin, marital status, veteran status, pregnancy, physical or mental disability, genetic information, disability, creed, citizenship status, or any other legally protected characteristic.

Salary Range Information

Boston Base Salary Range: $158,000 - $197,000 The range stated is specific to Boston. Placement within the listed range depends on many factors including, but not limited to years of experience, project size capability (for Construction & Field roles) and internal company equity.