IT Operations Manager

The IT Operations Manager is responsible for overseeing the daily activities of the IT department’s operational staff, directly managing the desktop support teams across eight locations. This role works closely with the Infrastructure Manager and serves as the primary escalation point for coordinating break/fix service requests. The Operations Manager collaborates with the Vice President of IT to align and prioritize IT tasks and projects, ensuring standardized processes are followed across all sites. Additionally, this position maintains accurate systems inventory and provides regular reporting on IT operational metrics. This position will work onsite 5 days a week in our corporate office located in Irvine, CA.

Key Responsibilities

• Lead and manage the desktop support team; serve as the primary escalation point for service requests
• Ensure timely resolution of all service desk tickets
• Track and report on key IT metrics, including service desk performance and system uptime
• Support the migration from on-premises infrastructure to cloud-based solutions
• Guide the team in Endpoint automation including system imaging and manual tasks
• Provide end-user training on endpoint computing technologies
• Act as an IT ambassador and foster strong relationships with business stakeholders
• Drive the continual improvement and automation of IT services
• Create, oversee and maintain internal documentation and knowledge base articles
• Manage and procure inventory of computing devices, mobile equipment, printers/copiers, and peripherals and software licensing
• Perform user administration tasks in Active Directory, Azure and Exchange
• Assist with troubleshooting hardware, software, and network issues
• Support server, virtualization, storage, and application environments
• Collaborate with external vendors to resolve issues efficiently
• Mentor IT staff to ensure performance, skills development, and role alignment
• Perform additional duties as assigned

Minimum Qualifications

• Minimum 7 years of experience in IT operations and end-user support.
• Proven experience in managing teams and IT projects in a fast-paced environment.

Required Skills and Experience

• At least 10 years of hands-on technical experience in a 24/7/365 IT operational environment
• 7–10 years’ experience supporting and troubleshooting Windows Server and Desktop OS
• 7 years in customer-facing IT support roles
• 7 years' experience with Active Directory, Azure, VMware, EPM and MDM solutions
• Solid understanding of LAN/WAN architecture, including TCP/IP, SMTP, DNS, DHCP, VLANs, LDAP, firewalls, and routing protocols
• Experience with scripting tools (e.g., PowerShell, WScript/CScript, Perl)
• Proficiency with IT service desk systems such as ManageEngine, ServiceNow, etc.
• Strong written and verbal communication skills, with the ability to translate business needs into technical requirements
• Highly organized with attention to detail; capable of managing multiple tasks simultaneously
• Flexible, proactive, and able to work both independently and collaboratively
• Experience leading IT projects for 7 years

Education and Certifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Relevant certifications are a plus, including:
  • ITIL 4 Foundation
  • Microsoft Azure Fundamentals / Azure Administrator
  • CompTIA Network
  • CompTIA Security

ITAR Compliance Notice

This position requires compliance with the International Traffic in Arms Regulations (ITAR). Under ITAR, candidates must be a U.S. citizen, U.S. lawful permanent resident (e.g., "Green Card" holder), asylee, or refugee as defined by 8 U.S.C. 1324b(a)(3). Applicants who do not meet this requirement may not be eligible for employment in this position.

Summit Interconnect is an Equal Opportunity Employer
We are committed to fostering an inclusive and diverse workplace where everyone is valued and respected. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic.