IT Operations Lead

Job Description

Job Description

Description:

Position Overview  

Sunbelt Modular is seeking a highly organized, technically skilled, and process-oriented IT Operations Lead to help build and mature the company's IT support and service delivery capabilities. This role will serve as a foundational member of the IT Operations team, responsible for designing and implementing standardized IT support processes, coordinating day-to-day IT operations, optimizing Sunbelt's partnership with its Managed Service Provider, and helping execute technology initiatives that support the company's continued growth. The successful candidate will combine strong technical knowledge with operational leadership to improve service delivery, establish repeatable support workflows, increase visibility into IT performance, and help ensure technology issues are resolved efficiently across the organization. The position is based at Sunbelt Headquarters with limited travel to company facilities as business needs dictate. 

Key Responsibilities  

IT Support Operations  

• Own Sunbelt's IT support ticket intake, triage, prioritization, assignment, and escalation processes. 
• Receive, review, prioritize, and coordinate incoming IT support requests. 
• Monitor ticket queues and proactively follow up on aging or stalled tickets to ensure timely resolution. 
• Coordinate issue resolution across internal IT resources and Sunbelt's Managed Service Provider. 
• Generate operational reports and dashboards providing visibility into ticket volumes, response times, service levels, recurring issues, and overall support performance. 
• Continuously evaluate and improve support workflows to increase efficiency and improve the end user experience. 

IT Operations & Process Improvement  

• Partner with IT leadership to design, implement, document, and continuously improve IT operational processes. 
• Develop standardized operating procedures, workflows, and documentation that improve consistency and scalability. 
• Identify opportunities to automate repetitive operational activities and improve overall service delivery. 
• Help establish operational metrics and reporting that support data-driven decision making. 

Managed Service Provider (MSP) Coordination  

• Serve as Sunbelt's primary operational liaison with the Managed Service Provider. 
• Help optimize utilization of the MSP agreement by ensuring responsibilities are clearly defined and services are effectively leveraged. 
• Escalate operational issues, coordinate technical resources, and monitor service performance. 
• Participate in operational reviews and recommend improvements that strengthen the partnership and improve service quality. 

IT Projects & Business Initiatives  

• Participate in technology projects supporting infrastructure, systems, and business operations. 
• Provide project coordination and operational support during company acquisitions, including technology integration, user onboarding, hardware deployment, and transition planning. 
• Assist with implementation of new technologies and operational improvements across Sunbelt locations. 

Governance & Continuous Improvement  

• Support development and implementation of Sunbelt's AI governance processes and operational controls. 
• Integrate governance activities into IT operational workflows where appropriate. 
• Promote operational discipline, accountability, and continuous improvement throughout the IT organization. 

Systems Administration  

• Support Microsoft 365, Active Directory, Windows Server, endpoint management, user provisioning, and core IT infrastructure. 
• Troubleshoot escalated technical issues involving desktops, laptops, networking, printers, servers, and business applications.
• Collaborate with business stakeholders to improve technology.  

• 5+ years of experience supporting enterprise IT infrastructure, systems administration, or IT operations.
• Experience working within or alongside a Managed Service Provider (MSP).  
• Strong understanding of Microsoft 365, Active Directory, Windows Server, endpoint management, and enterprise IT support. 
• Experience developing or improving IT support processes, ticket workflows, or operational procedures. 
• Excellent organizational, communication, and problem-solving skills. 
• Ability to manage multiple priorities while maintaining strong attention to detail. 
• Self-motivated with the ability to work independently and collaboratively. 
• Limited travel to company facilities may be required as business needs dictate. 

Preferred  

• Experience supporting multi-site manufacturing, construction, or industrial organizations. 
• Familiarity with ITIL or other IT service management frameworks. 
• Experience supporting mergers, acquisitions, or multi-location technology integrations. 
• Experience with Microsoft 365, Microsoft Entra ID, Microsoft Azure, or PowerShell. 
• Microsoft, CompTIA, or ITIL certifications.