IT Operations Manager

IT Operations Manager Boston, MA Job ID: 2026-6857 | # of Openings: 1 | Category: Information Technology Benefits Health, Dental, and Vision Insurance. Employee Stock Ownership Plan (ESOP). 401(k) with Company Match up to 4% of eligible pay. Generous Paid Time Off: vacation and sick time, 12 holidays, summer Fridays, yearly volunteer day. Extras: cell phone, laptop, tuition reimbursement, pet insurance, financial planning services, and more. *Please note: this role works out of our Boston office 3x per week, with the option to work from home 2x per week. Responsibilities 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. The role leads a team of seven service technicians and a desktop engineer 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. 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 with business stakeholders; track performance 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. Serve as the senior escalation point for complex or high-visibility issues; lead major incident response 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. End User Device Management Own the lifecycle of all end user devices—from procurement through provisioning, refresh, and secure decommissioning. Direct the desktop engineer in the design, maintenance, and operation of Microsoft SCCM and Intune/Endpoint Manager environments. Partner with Information Security to enforce endpoint security posture and remediate findings on a defined cadence. Maintain accurate asset inventory, license positions, and warranty data; forecast hardware refresh and budget. Set and continuously improve standard images, application catalogs, and a self‑service software distribution model. IT Change Control Own and operate the IT change control process across the organization—intake, risk assessment, CAB review, approval, scheduling, communication, implementation, and post‑implementation review. Chair the Change Advisory Board; ensure proper documentation, testing, and communication. Maintain the change schedule; coordinate with teams to avoid conflicts and minimize end user impact. Drive continuous improvement of the change practice—reduce failed and emergency changes, increase successful standard changes, improve cycle time. 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. Partner with Marketing, HR, Facilities, and Executive Administration to scope AV, networking, presentation, recording, and streaming requirements. Build and maintain a repeatable event support playbook and staffing model that scales across all offices. Conference Rooms Own the design, deployment, monitoring, and operation of enterprise conference rooms across all offices. Define and maintain conference room standards—room types, hardware, peripherals, signage, and user experience. Operate proactive monitoring and alerting for room health; drive room uptime and meeting‑join success. Manage vendor relationships for AV integrators, room hardware, and meeting platforms; oversee installations and issue resolution. People Leadership Lead, coach, and develop a team of seven service technicians and a desktop engineer across four offices. Set annual performance goals, conduct performance reviews, and create development plans. Plan staffing levels, on‑site coverage, on‑call rotations, and event coverage. Recruit, onboard, and retain talent; build bench strength and clear progression paths. Operational Leadership Contribute to the IT Senior Leadership Team on strategy, budget, vendor selection, and organizational priorities. Prepare and manage operating and capital budgets for end user services, devices, and conference rooms. Partner with Infrastructure, Information Security, Applications, and the PMO to ensure operational readiness before go‑live. Manage strategic vendor relationships across endpoints, mobility, conference room hardware, AV, and managed services. Work closely with construction project teams to deliver IT services and support at project sites. 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 of cloud computing concepts, meeting technologies, and operational methodologies. Agile concepts knowledge or experience is a plus. Demonstrated ability to master new skills or tools with minimal formal training. 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. Someone 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 supervision. #J-18808-Ljbffr