Manager of IT Operations

InStride Health’s mission is to deliver specialty anxiety and OCD care that works for every kid, teen, young adult, and family who needs it. Through this mission, we are expanding access to insurance-based care, increasing engagement in treatment, and improving treatment outcomes. We are doing this by combining research-backed clinical care and innovative technology to eliminate the major problems with care today: difficulty finding providers, months of waiting to be seen, arduous onboarding processes, and inconsistent use of evidence-based therapies and outcomes tracking. Our vision is to become the nation’s most trusted provider of pediatric anxiety and OCD care. Team InStride Health: Our Core Values Give Heart : We lead with heart, treating patients and their families the way we want our loved ones to be treated. Work Smart : We find smarter ways to solve hard problems and fix the broken mental health system by leveraging technology, diversity of thought, and innovation. Have Humility : We leave our egos at the door, empowering our team to collaborate, celebrate diversity, and adopt a growth mindset. Embrace Community: We all belong. We are in this together, and we never worry alone. We believe in each other and recognize that every voice matters. About the Role We are looking for a Manager of IT to bring technical depth, delivery structure, and systems health to the technology department that keeps InStride running. Reporting to the Senior Director of IT, this role owns the operating rhythm of our core workplace systems, including sprint planning, ticket hygiene, resolution SLAs, and project delivery, while directly managing and developing a team of IT support specialists. Sitting between leadership and support specialists, this role acts as a force multiplier: converting recurring manual work into automation, establishing clear reporting layers, and serving as the senior technical escalation point. This role is focused on technical leadership, operational rhythms, and managing the support team through company growth. This is a fully remote position. Responsibilities: Run the IT Team operating rhythm, establishing sprint planning, standups, retrospectives, ticket hygiene, and clear SLA tracking aligned with the broader technology organization. Directly supervise and develop the IT support team, providing clear direction, performance oversight, and professional growth support. Serve as the senior technical escalation point above support specialists, guiding the team through complex troubleshooting, root-cause analysis, and IT operational standards. Own enterprise identity and access management (IAM) platforms (specifically Okta), including RBAC design, group architecture, SSO and SCIM integrations, and lifecycle provisioning automation. Administer systems and policies within cloud collaboration platforms alongside direct mobile device management (MDM) to ensure device compliance, zero-touch deployment pipelines, and OS update strategy across macOS endpoints. Manage the cloud telephony and collaboration portfolio, including but not limited to Zoom, Zoom Phone (call queues and IVR routing), Slack, and Jira Service Management queue routing logic and configuration. Convert recurring manual IT onboarding and access requests into automated self-service workflows. Build IT operational reporting dashboards, structuring data to help manage and streamline day-to-day IT operations. Reconcile software licenses against active headcount on a set cadence to identify cost variances before they compound across SaaS applications. Partner with Security to run access reviews, enforce least-privilege principles, support endpoint/email security tooling, and collect IT audit evidence for compliance cycles. Strategically implement and administer AI capabilities within IT operations to improve overall IT throughput, efficiency, and SLAs while adhering to rigorous compliance standards. Partner cross-functionally with HR, Clinical, Commercial, and Engineering stakeholders to manage cohort onboarding/offboarding, run decision-oriented meetings, and maintain clear internal technical runbooks and end-user FAQs. What You Need to Succeed in the Role 5+ years of progressive experience in IT operations and systems administration, including direct people-management experience supervising, developing, and mentoring technical or support staff. Deep technical mastery of enterprise identity administration, including RBAC design, SSO/SCIM integrations, and provisioning workflow automation. Strong hands-on experience managing macOS fleets (~400 endpoints) using MDM and cloud collaboration platforms. Direct experience with Iru (Kandji) and Google Workspace is a plus. Proven track record of building operational reporting dashboards and structuring data into actionable metrics for leadership across ticket execution, SLA tracking, and license utilization. Capable of operating within regulated healthcare or compliance environments (HIPAA, SOC 2), including running access reviews and audit evidence gathering. Highly developed cross-functional communication and project delivery skills, with the ability to run decision-oriented meetings and write clear runbooks for technical and non-technical staff. Experience or familiarity administering cloud telephony (Zoom Phone IVR/queues), Jira Service Management, or CRM tools (Zoho) is preferred. Practical experience applying AI tools to operational workflows within a secure, compliant environment. The expected annual salary for this role is between $124,000 and $138,000. Actual starting salary will be determined on an individualized basis and will be based on several factors including but not limited to specific skill set, work experience, etc. Why Join Our Team Generous benefits package (401k with match, Flexible PTO, paid holidays, paid service days, 4 week paid sabbatical, 12 week paid parental leave, health benefits starting on your first day, and more) Opportunity to join a mission-driven company that is changing the landscape of pediatric mental health treatment Chance to make a far-reaching impact by helping children and families access desperately-needed, evidence-based care Opportunity to work with talented and experienced team members who have devoted their lives to solving this problem Fully virtual: work from the comfort of your home with periodic in-person retreats Commitment to Diversity, Equity, Inclusion, & Belonging (DEIB) We want to make our clinical services available for everyone, no matter where you come from, what you look like, or how you identify. To achieve this, we recognize we must continually make progress in building a more diverse, equitable, and inclusive team. Through these efforts, we support two primary objectives at InStride Health: Providing high quality patient care to families. We are in a privileged position to support families during a vulnerable time in their lives. We approach all families and each other with compassion and are most effective as a diverse team where all individuals feel valued, respected, and accepted. Building a mission-driven business that lasts. Specifically, we believe our commitment to a supportive culture improves innovation, decision-making, and efficiency. We invite you to share any additional information about yourself or your experiences that may not be reflected in your CV. Inclusion of this information is completely voluntary. #J-18808-Ljbffr