IT Operations & Compliance Manager

IT Operations & Compliance Manager

Company: IHL Group

Location: New York, NY (On-Site)

Employment Type: Full-Time

Salary: $125,000–$145,000 annually

Department: Enterprise Technology

Reports To: Director of Enterprise Technology

About IHL Group

IHL Group is a growing apparel design, manufacturing, and distribution company headquartered in New York City. Our organization supports a fast-paced, creative workforce across multiple locations, with technology playing a critical role in our daily operations.

We are seeking an experienced IT Operations & Compliance Manager to lead our employee-facing Information Technology Services (ITS) department, strengthen operational procedures, and ensure consistent enforcement of company technology and security policies.

This is a hands-on leadership position for someone who can balance excellent employee support with firm operational standards, accountability, and security compliance.

Position Overview

The IT Operations & Compliance Manager will oversee daily IT support operations, supervise technical support staff, establish and enforce IT procedures, and ensure that employees and company devices comply with organizational security requirements.

A major focus of this position is developing a structured, accountable IT environment. The successful candidate must be comfortable establishing policies, communicating expectations across departments, resolving conflicts, and ensuring that operational and security standards are consistently followed.

We are looking for an experienced manager who can take ownership of departmental performance, make independent decisions, and serve as the primary point of escalation for employee-facing IT operations.

Key Responsibilities:

IT Policy Development & Compliance

• Develop, document, communicate, and enforce company-wide IT operational and security policies.
• Establish clear procedures for employee onboarding, offboarding, device provisioning, access management, and technical support.
• Ensure all employees and company devices meet mandatory security and compliance requirements.
• Oversee compliance with endpoint security, device management, software deployment, SSO, and user access policies.
• Monitor completion of mandatory security awareness training and coordinate access restrictions for noncompliant employees.
• Conduct regular compliance audits, identify deficiencies, and oversee remediation.
• Work closely with Human Resources and department leadership to address policy violations and enforce corrective actions.
• Maintain compliance reporting, documentation, and escalation procedures.
• Ensure exceptions are properly reviewed and authorized rather than informally granted.

IT Operations & Help Desk Management

• Oversee the daily operations of the Information Technology Services department.
• Directly supervise IT support technicians, including workload management, coaching, performance evaluations, and professional development.
• Manage help desk ticket queues, response times, resolution rates, and service quality.
• Establish priorities and ensure technical resources are allocated effectively.
• Identify recurring support issues and implement long-term solutions.
• Serve as the primary escalation point for complex employee support issues and operational conflicts.
• Develop and maintain standard operating procedures, technical documentation, and support workflows.
• Improve departmental efficiency through automation, process improvements, and AI-assisted support tools.
• Provide regular operational and performance reporting to the Director of Enterprise Technology.

Employee Onboarding & Access Management

• Coordinate with HR and department managers to ensure employee onboarding requests are submitted accurately and with sufficient advance notice.
• Establish and enforce onboarding timelines and technology readiness requirements.
• Ensure new employees receive properly configured, secured, and compliant equipment before being granted access to company resources.
• Prevent unauthorized shortcuts or exceptions that compromise security standards.
• Oversee employee departures, account deactivation, equipment recovery, and access removal.
• Maintain accountability for employee technology provisioning and asset management.

Endpoint Management & Security

• Oversee administration and compliance of Windows and macOS endpoints.
• Ensure required endpoint management, monitoring, and security applications are installed and operational.
• Manage and audit endpoint platforms including:
• Mosyle – Apple device management
• Action1 – Endpoint management and patch compliance
• Huntress – Endpoint security and security awareness training
• ActivTrak – Workstation monitoring
• Google Workspace – Identity, access, and account management
• Ensure devices remain updated, properly configured, and compliant with company policies.
• Coordinate remediation of noncompliant endpoints and unauthorized software configurations.
• Work with Enterprise Technology leadership to maintain consistent security standards across the organization.

Leadership & Cross-Department Communication

• Serve as the primary operational liaison between ITS, Human Resources, and department leadership.
• Communicate technology policies clearly and professionally to employees and management.
• Handle situations involving resistance to established procedures with diplomacy, professionalism, and confidence.
• Establish a culture of accountability while maintaining positive relationships across the company.
• Support ITS employees by managing escalations, setting realistic expectations, and preventing unnecessary operational disruptions.
• Partner with senior leadership to improve organizational compliance and operational efficiency.

Required Qualifications

• 8+ years of experience in enterprise IT support, desktop engineering, IT operations, or related technical roles.
• 3+ years of direct experience managing or supervising IT support personnel.
• Demonstrated experience managing help desk operations, technical escalations, and service delivery performance.
• Experience developing, implementing, or enforcing IT policies and operational procedures.
• Strong Windows administration and troubleshooting skills.
• Experience supporting macOS in a corporate environment.
• Experience with enterprise endpoint management platforms such as Microsoft Intune, JAMF, Mosyle, SCCM, or equivalent solutions.
• Strong understanding of endpoint security, patch management, identity management, and access controls.
• Familiarity with Active Directory, Microsoft Entra ID, Google Workspace, and SSO technologies.
• Experience coordinating employee onboarding, offboarding, and technology provisioning.
• Excellent leadership, communication, conflict resolution, and organizational skills.
• Ability to manage competing priorities, establish accountability, and make independent operational decisions.

Preferred Qualifications

• Experience managing IT operations in a midsize or multi-location organization.
• Experience supporting creative, fashion, apparel, design, or media environments.
• Familiarity with Huntress, Action1, Mosyle, ActivTrak, or similar enterprise platforms.
• Experience developing IT compliance audits and remediation programs.
• Experience working directly with HR and senior leadership on policy enforcement.
• Familiarity with AI-assisted IT support systems and workflow automation.
• ITIL, Microsoft, Apple, CompTIA, or related certifications.

The Ideal Candidate

We are looking for someone who is more than an experienced technical professional.

The ideal candidate is a confident, organized, and approachable leader who understands that effective IT management requires both technical expertise and strong interpersonal skills.

You should be someone who:

• Takes ownership of problems and follows through to resolution.
• Can establish and enforce policies without creating unnecessary conflict.
• Is comfortable holding employees and technicians accountable.
• Understands the importance of consistent security standards.
• Can balance the demands of a creative workforce with structured IT procedures.
• Enjoys mentoring technicians and improving team performance.
• Can independently manage daily IT operations with minimal supervision.
• Is comfortable working directly with executives and department managers.
• Recognizes that protecting company systems and maintaining operational discipline are essential responsibilities of IT leadership.

Compensation & Benefits

Salary: $125,000–$145,000 annually , depending on experience and qualifications.

Benefits include:

• Comprehensive health insurance plans
• 401(k) retirement plan with company matching
• Paid vacation and personal time off
• Paid company holidays
• Paid Jewish holidays observed company-wide
• Professional development opportunities
• Collaborative work environment with direct access to senior leadership

Why Join IHL Group?

This position offers the opportunity to take ownership of a critical business function and make a measurable impact on how technology services are delivered across the organization.

You will have the opportunity to develop operational policies, strengthen security compliance, lead a technical support team, and build efficient, scalable processes that support the company's continued growth.