What are the responsibilities and job description for the IT Operations Manager position at SID Global Solutions?
Job Details
Job Title: IT Operations Manager
Location: Sacramento, CA - with ability to travel between Exton, PA and Sacramento, CA
FULL-TIME ROLE (onsite)
Job Summary
The IT Operations Manager serves as the Single Point of Contact (SPOC) for ensuring smooth IT operations, escalations, and alignment between local and global teams. This role oversees IT service management, device and cloud administration, CRM operations, and security governance while ensuring Service Level Agreement (SLA) adherence. The IT Operations Manager will also play a key role in Office 365, AWS, Salesforce CRM, Mobile Device Management, and Project Management Tools implementation and administration.
Key Responsibilities
1) IT Service & Operations Management
Ensure SLA adherence across all IT services.
Act as a bridge between local and global IT teams, ensuring consistent service delivery.
Manage daily IT operations, including help desk escalations and major incident resolution.
Implement and enforce IT policies and best practices across teams.
2) Communication & Escalation Management
Provide daily incident resolution updates to relevant teams.
Ensure effective incident reporting, where:
The help desk acts as the first point of contact.
Escalations are routed to the IT Operations Manager or specialized teams.
Maintain comprehensive IT documentation using ticketing systems for tracking issues and resolutions.
3) Office 365 & End-User Support (12x5 Support)
Oversee Office 365 administration, including user provisioning, licensing, and security.
Manage device lifecycle, including laptops, printers, scanners, and network devices.
Manage the MS Windows Intune implementation and management for endpoint security and compliance.
4) Mobile Device Management (8x5 Support)
Manage Intune for mobile device security and policy enforcement.
Manage mobile device users with configurations, security settings, and troubleshooting.
5) AWS Cloud Management & Administration (12x5 Support)
Oversee AWS cloud infrastructure, ensuring optimal performance and security.
Manage cloud-based resources, including storage, networking, and compute instances.
Ensure AWS cost optimization, security best practices, and compliance.
6) CRM (Salesforce) Administration & Support
Lead CRM Tool implementation, ensuring a smooth transition from legacy systems.
Facilitate CRM Tool training to users, optimizing CRM adoption.
Manage CRM Tool administration, including user roles, data management, and workflow automation.
7) Project Management Tools & Digital Transformation
Evaluate and recommend Project Management Tools (PME solutions) to replace spreadsheet-based tracking.
Oversee the implementation and training of the selected project management solution.
8) Information Security & Compliance
Manage the transition from no formal ISO compliance to a structured ISO security framework.
Facilitate the development and implementation of IT security policies and best practices.
9) Microsoft Co-Pilot Implementation & Administration
Lead and manage the initial implementation of Microsoft Co-Pilot across relevant teams.
Ensure ongoing administration and optimization of the AI-driven automation tool.
Required Skills & Experience:
5 years of experience in IT Operations, IT Service Management, or Infrastructure Support.
Hands-on experience with Microsoft 365 administration, Intune, and AWS cloud management.
Strong understanding of CRM Tool administration and training.
Experience in mobile device management (MDM) solutions like Intune.
Knowledge of IT security frameworks (ISO 27001, NIST, etc.) and compliance best practices.
Expertise in incident management, service desk operations, and escalation handling.
Strong leadership, project management, facilitation, and communication (verbal and written) skills.
May require after-hours support for critical incidents or maintenance.
