Position Summary:

We are seeking a dynamic IT Operations Manager to serve as the operational backbone of our IT department. This role ensures end-to-end service delivery, infrastructure stability, and team performance for a 1,500-user environment. Reporting directly to the VP of IT, you will execute departmental vision with precision, urgency, and accountability. As a hands-on leader, you will actively troubleshoot, train, and transform processes while building scalable solutions to eliminate bottlenecks and close knowledge gaps. This position combines MSP operations expertise with corporate IT leadership, requiring deep experience in helpdesk, systems, and security.

Essential Duties and Responsibilities:

• Manage IT Service Operations: Oversee full ticket lifecycle (intake to closure) and enforce SLAs to ensure timely resolution.
• Act as Escalation Expert: Resolve complex infrastructure, cloud, and security issues across Windows Server, Active Directory, M365, Azure, VMware, SonicWall, and more.
• Lead Incident Response: Direct technical teams during outages, perform root cause analysis for critical incidents, and maintain runbooks for rapid recovery.
• Develop IT Processes & Documentation: Create ITIL-aligned workflows, playbooks, and maintain a comprehensive knowledge base with guides, videos, and troubleshooting decision trees.
• Automate & Optimize: Implement automation using PowerShell, Intune policies, and scheduled tasks to improve efficiency.
• Mentor & Upskill Teams: Provide advanced training for Cyber Analysts and Helpdesk staff; execute 30/60/90-day improvement plans.
• Drive Strategic Initiatives: Collaborate with leadership on projects like Zero Trust, cloud migration, and network refreshes.
• Manage Vendors & Projects: Oversee vendor relationships, licensing renewals, and lead infrastructure upgrades with minimal disruption.
• Ensure Business Continuity: Serve as primary on-call for critical incidents, respond to Priority 1 alerts within 15 minutes, and coordinate quarterly disaster recovery tests.

Minimum Job Qualifications:

Experience

• • 10+ years of progressive IT experience, including at least 5 years in a leadership role within MSP, corporate, or hybrid environments.
  • Proven track record managing IT operations for organizations with 500+ users.
  • Minimum 5 years of hands-on MSP or corporate IT leadership experience.

Technical Expertise (Required)

• • Systems: Windows Server 2019+, Active Directory/GPO, DNS/DHCP, advanced PowerShell scripting, VMware/Hyper-V.
  • Cloud: Microsoft 365 Admin Center, Exchange Online, Intune, Defender for Office 365, Azure AD Connect.
  • Networking: VLANs, VPN (IPsec/SSL), SonicWall (failover, SSLVPN, DPI-SSL), Wi-Fi (Meraki/Unifi).
  • Security: Firewall rule creation, SPF/DKIM/DMARC configuration, phishing triage, quarantine policy management, vulnerability scanning.
  • Tools: PSA (ConnectWise or HaloPSA preferred), RMM (N-able/Ninja), Wireshark, ProcMon.

Certifications

• • Minimum of two relevant certifications such as MCSE, CCNA, CISSP, ITIL Expert, or SonicWall CSSA.

Education

• • Bachelor’s degree in Information Technology, Computer Science, or related field preferred. Equivalent experience with proven results will be considered.

Availability & Commitment

• • In-Office for first 30 days; Opportunity for a Hybrid work model: minimum 3 days onsite after a successful introductory period 
  • 24/7 accountability for urgent departmental needs and critical incident response.

Leadership & Soft Skills

• • Ability to translate complex technical concepts into clear, user-friendly communication.
  • Strong sense of ownership and accountability; results-driven with zero tolerance for excuses.
  • Calm, decisive, and trustworthy under pressure, especially during crises.
  • Data-driven mindset with a focus on metrics, reporting, and continuous improvement.

What’s in It for You?

• Career Growth: We believe in promoting from within—park your career here and grow with us!
• Free Parking: Enjoy complimentary parking at work.
• Flexible Scheduling & Paid Time Off: Benefit from flexible work schedules, paid holidays, and wellness time.
• Employee Assistance Program (EAP): Free and confidential 24/7 support for you and your family, including three free counseling sessions per household member.
• Full-Time Employee Benefits:
  • Paid vacation 
  • Comprehensive benefits package including medical, dental, vision, HSA, FSA, and six supplemental insurance options (commuter benefits, pet insurance, and more).
  • 401(k) retirement plan with company match.
• Paid Holidays: Twelve paid holidays—including your birhthday! 
• Wellness Programs: Provided in accordance with city or state mandates.
• More Information: Explore Careers at Propark

Propark is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.