The IT Operations Manager is hands-on manager role that leads our user support function and technical operations for Solid Ground Solutions and all subsidiary companies. This includes Microsoft 365 environment, networks, security, users support, and tier 1 support for all SaaS or systems. You’ll supervise our team of technicians and managed service providers, ensuring associates get fast, effective support, while also owning the administration of our core business systems and driving process automation and improvement across the organization. This is an ideal role for someone with a broad technical background that also wants to help guide the future direction of our team. This is considered a technical management role with expected split between hand-on work (~70%) vs. team management (~30%) to vary but likely to stay weighted towards technical work for the foreseeable future.
This is a high-impact, hands-on role ideal for someone who thrives on problem-solving, process improvement, and cross-functional collaboration in dynamic, multi-entity environments. The ideal candidate will be comfortable managing a small team, administering cloud and SaaS platforms, and finding ways to automate and streamline how the business and IT proces works. While we maintain a network and a modest cloud footprint, this role is not centered on traditional server or infrastructure administration — the emphasis is on supporting our people, our systems, and the way work gets done. Supporting our CRM/Operational toolset will also be a key component.
Key Responsibilities:
Team Leadership & Support Oversight
- Supervise, coach, and develop the internal support team, setting clear priorities and standards of work
- Oversee day-to-day user support operations, ensuring timely and effective resolution of issues utilizing a process-oriented support model
- Establish and monitor support KPIs (e.g., ticket volume, response/resolution times, customer satisfaction) and drive continuous improvement
- Serve as the escalation point for complex or high-impact support issues across systems and services
- Own the Enterprise Service Management (ESM) system at the corporate level, ensuring IT ticketing is properly integrated with other shared services and driving adoption of a centralized service/request management platform
- Build and maintain internal knowledge bases, support runbooks, and user-facing documentation
- Deliver training sessions and onboarding materials to drive adoption and reduce support requests
Cloud, SaaS & Business Systems Management
- Own administration of core cloud and SaaS platforms (e.g., Microsoft 365, Entra ID, Intune) and our network and cloud footprint
- Act as initial support and triage for all business application systems, including ERP and CRM.
- Manage user lifecycle processes including provisioning, licensing, and permissions across business systems
- Evaluate, select, and manage relationships with SaaS and technology vendors to ensure a streamlined experience for our associates
- Ensure proper configuration, licensing, and integration of business systems, coordinating with MSPs and vendors as needed
- Research, recommend, and implement technical solutions to meet everyday business needs
Process Automation & Improvement
- Identify manual, redundant, or inefficient processes across the business and design automated or streamlined solutions
- Build automations and integrations across business systems (e.g., Power Automate, Zapier, API-based integrations) to reduce manual work
- Partner with functional teams to map workflows, understand pain points, and implement process improvements
- Drive adoption of standardized tools and processes across business units
- Measure and report on the impact of automation and process improvement initiatives
Security, Identity & Compliance
- Serve as the operational owner of identity and access management (Microsoft Entra ID), ensuring least-privilege access across a multi-tenant environment
- Maintain change management and configuration management processes across supported systems
- Ensure asset management practices are accurate and current across all entities
- Partner with leadership on security posture, audit readiness, and compliance requirements
Mergers & Acquisitions Integration
- Lead systems and tools integration efforts during acquisitions, standardizing platforms, access, and workflows across newly acquired entities
- Build and maintain integration playbooks to make future acquisitions faster and lower-risk
- Consolidate disparate systems, vendors, and licensing into a centralized operating model
- Coordinate onboarding of new entities’ systems, data, and users into the parent organization’s environment
- Coordinate system scaling and migrations as new business units are integrated
Qualifications:
- 7+ years of hands-on IT support, systems administration, or IT operations experience, with 2+ years supervising or leading a technical team
- Proven experience managing user support operations and driving support KPIs and SLAs
- Strong hands-on experience administering Microsoft 365, Entra ID, and related cloud/SaaS platforms
- Experience supporting or integrating vertical CRM/ERP platforms
- Experience designing and implementing process automation and workflow improvements across business systems
- Familiarity with basic networking principles and a small-scale network/cloud environment
- Experience integrating or consolidating business systems across multiple entities or during M&A
- Solid understanding of ITIL processes, change management, and support metrics
- Strong analytical, organizational, and project management skills
- Strong interpersonal and communication skills, with the ability to work across technical and non-technical stakeholders
Preferred Qualifications:
- Relevant certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator, ITIL Foundation, PMP)
- Experience with automation/integration platforms (e.g., Power Automate, Zapier, Power Platform)
- Experience with project/work management tools (e.g., Asana) to plan and track initiatives
- Scripting or light development experience (e.g., PowerShell, Bash, low-code/no-code tools)
- Background in a services-based, acquisition-driven, or multi-entity organization
- Direct experience with ServiceTitan or similar residential field services tools is highly desired
