Information Technology Operations Manager

Information Technology Operations Manager Triumvirate Environmental - 2.6 Somerville, MA Job Details $95,000 - $125,000 a year 17 hours ago Benefits Dental insurance 401(k) Tuition reimbursement Vision insurance Qualifications Jira Performance dashboard reports Vendor relationship building Dashboard development Succession planning ITIL Certification System administration Azure Operations management Vendor management Process improvement Data reporting Microsoft Exchange Windows Improving operational efficiency Team development Compliance management Patch management Zendesk Team management Customer support ticket management Mentoring Vendor relationship management Managing IT infrastructure Mobile device management Microsoft Teams ServiceNow Scalability IT Senior level Equipment inventory management Escalation handling Leadership Communication skills Intune Help desk Staff development Full Job Description Information Technology Operations Manager Triumvirate Environmental, one of the largest environmental services firms in North America, is seeking a Information Technology Operations Manager for our team in Somerville, MA to lead our helpdesk function and own day-to-day IT service delivery.

This is a player-coach role:

you will manage a team of 6 direct reports (primarily help desk analysts), and you will be hands-on when escalations, projects, or gaps demand it. You will report to the Associate Director of IT Operations. Triumvirate Environmental provides leading organizations in the higher education, life sciences, healthcare, and advanced manufacturing sectors with diverse services and expertise to assist them with compliance management. At Triumvirate Environmental, we strive to WOW both our employees and our customers. Our unique culture fosters growth, development, education, and creativity. This position reports to the Associate Director of IT Operations. This position will be fully onsite for the first 90 days. After 90 days, the position will follow a hybrid schedule approved by the manager and Human Resources.

What success looks like:

Predictable, reliable IT service delivery across a multi-site, multi-country footprint. A well-trained, accountable helpdesk team with clear ownership and defined Service Level Agreements (SLAs). Baseline operational metrics established, a published service delivery dashboard, and a regular cadence of data-oriented reviews with IT leadership. Escalations to senior leadership are infrequent and well-managed when they occur.

Responsibilities:

Lead and develop the team. Mentor and coach IT staff with a focus on career growth, skill advancement, and succession planning for key roles. Own service delivery. Define SLAs, manage ticket queues, and run our ITSM platform day-to-day. Hold the team accountable to measurable standards. Measure and report. Build and maintain an IT operations dashboard. Publish metrics and trends to leadership on a regular basis. Administer the Microsoft stack. Oversee Microsoft 365 (Exchange, Entra, Teams, OneDrive, Intune) and Azure administration performed by the team; personally handle escalations and complex work. Manage endpoints and assets. Oversee Dell laptop lifecycle from procurement through retirement, Intune patching compliance, and licensing inventory. Evaluate tools and processes. Identify emerging tools and process improvements that drive efficiency, reliability, or cost savings. Keep it simple and scalable. Manage vendors. Oversee key vendor and contractor relationships. Communicate broadly. Interact clearly using written, verbal, and in-person communication with employees at every level and location.

Basic Qualifications:

5+ years in IT Operations or helpdesk leadership, including direct people management. Strong hands-on experience administering Microsoft 365 and managing Windows endpoints via Intune. Experience with enterprise ITSM or ticketing platforms (e.g., ServiceNow, Jira Service Management, Zendesk) including queue management, SLA configuration, and service delivery reporting. Demonstrated ability to manage competing priorities in a fast-paced, multi-site environment. Excellent written and verbal communication skills. Must be eligible to work in the United States without future sponsorship. Must have a reliable form of transportation.

Preferred Requirements:

Experience supporting a distributed workforce across multiple US states and international sites. Exposure to Azure administration, Fortinet, or Ubiquiti networking. Microsoft certifications (MS-102 or equivalent). ITIL or other ITSM certification.

Growth opportunity:

Triumvirate's IT organization is evolving quickly. The right candidate will have opportunities to broaden scope over time into areas like infrastructure, security, and IT strategy. #LI-Hybrid Besides Health, Dental and Vision Insurance, we contribute to a 401k, offer a generous tuition reimbursement program, TONS of safety training for some positions with opportunities for external trainings and certifications, Mentorship & Career Succession Planning, Relocation Opportunities, Auto/Home insurance discounts, pet assistance discount plans, discounted movie passes & more! To learn more about our business, culture, and the exciting work that we are doing in the industry, find us on LinkedIn, Instagram (@triumvirateenvironmental), or our website! Triumvirate Environmental is committed to a diverse and inclusive workplace. As an Equal Opportunity Employer (EOE), Triumvirate does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individuals with Disabilities and Protected Veterans are encouraged to apply. If you have a disability and need accommodation during the application and hiring process, please contact us at https://www.triumvirate.com/contact or call us at 888-834-9697. The requirements listed above are representative of the knowledge, skill, and/or ability required. To view our California Privacy Notice and Policy, click here.