Information Technology Operations Manager

Information Technology Operations Manager Triumvirate Environmental, one of the largest environmental services firms in North America, is seeking an Information Technology Operations Manager for our team in Somerville, MA. The role leads the helpdesk function and owns day-to-day IT service delivery. It is a player–coach position: you will manage a team of 6 direct reports (primarily help‑desk analysts) and will be hands‑on for escalations, projects, or gaps that require it. You will report to the Associate Director of IT Operations. Triumvirate Environmental provides leading organizations in the higher education, life sciences, healthcare, and advanced manufacturing sectors with diverse services and expertise to assist them with compliance management. Our culture fosters growth, development, education, and creativity. Success Criteria Predictable, reliable IT service delivery across a multi‑site, multi‑country footprint. A well‑trained, accountable helpdesk team with clear ownership and defined Service Level Agreements (SLAs). Baseline operational metrics established, a published service delivery dashboard, and a regular cadence of data‑oriented reviews with IT leadership. Escalations to senior leadership are infrequent and well‑managed when they occur. Responsibilities Lead and develop the team. Mentor and coach IT staff with a focus on career growth, skill advancement, and succession planning for key roles. Own service delivery. Define SLAs, manage ticket queues, and run our ITSM platform day‑to‑day. Hold the team accountable to measurable standards. Measure and report. Build and maintain an IT operations dashboard. Publish metrics and trends to leadership on a regular basis. Administer the Microsoft stack. Oversee Microsoft 365 (Exchange, Entra, Teams, OneDrive, Intune) and Azure administration performed by the team; personally handle escalations and complex work. Manage endpoints and assets. Oversee Dell laptop lifecycle from procurement through retirement, Intune patching compliance, and licensing inventory. Evaluate tools and processes. Identify emerging tools and process improvements that drive efficiency, reliability, or cost savings. Keep it simple and scalable. Manage vendors. Oversee key vendor and contractor relationships. Communicate broadly. Interact clearly using written, verbal, and in‑person communication with employees at every level and location. Basic Qualifications 5+ years in IT Operations or helpdesk leadership, including direct people management. Strong hands‑on experience administering Microsoft 365 and managing Windows endpoints via Intune. Experience with enterprise ITSM or ticketing platforms (e.g., ServiceNow, Jira Service Management, Zendesk) including queue management, SLA configuration, and service delivery reporting. Demonstrated ability to manage competing priorities in the fast‑paced, multi‑site environment. Excellent written and verbal communication skills. Must be eligible to work in the United States without future sponsorship. Must have a reliable form of transportation. Preferred Requirements Experience supporting a distributed workforce across multiple U.S. states and international sites. Exposure to Azure administration, Fortinet, or Ubiquiti networking. Microsoft certifications (MS-102 or equivalent). ITIL or other ITSM certification. Benefits Health, dental, and vision insurance; a 401(k) contribution; tuition reimbursement; extensive safety training, external training and certification opportunities; mentorship and career succession planning; relocation assistance; auto/home insurance discounts; pet assistance discount plans; discounted movie passes. The IT organization offers significant growth opportunities into infrastructure, security, and IT strategy. Pay Range: $95,000 – $125,000 USD. Equal Opportunity Employer Triumvirate Environmental is committed to a diverse and inclusive workplace. As an Equal Opportunity Employer, we do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individuals with disabilities and protected veterans are encouraged to apply. If you have a disability and need accommodation during the application and hiring process, please contact us at or call View phone number on click.appcast.io. #J-18808-Ljbffr Triumvirate Environmental