Manager of IT Operations

Role overview A fully remote Manager of IT Operations role leading the technology rhythm that keeps a virtual pediatric mental health care organization running. Reporting to the Senior Director of IT, this leader owns sprint planning, ticket hygiene, SLA tracking, and project delivery while managing a team of IT support specialists. The position acts as a force multiplier between leadership and support, converting manual work into automation and serving as the senior technical escalation point.

Responsibilities - Run the IT team's operating rhythm, including sprint planning, standups, retrospectives, ticket hygiene, and SLA tracking aligned to the broader technology organization. - Directly supervise and develop the IT support team, providing clear direction, performance oversight, and growth support. - Serve as the senior technical escalation point, guiding complex troubleshooting, root-cause analysis, and IT operational standards. - Own enterprise identity and access management on Okta, including RBAC design, group architecture, SSO and SCIM integrations, and lifecycle provisioning automation. - Administer cloud collaboration platforms and macOS mobile device management, ensuring device compliance, zero-touch deployment, and OS update strategy. - Manage the cloud telephony and collaboration portfolio, including Zoom, Zoom Phone queues and IVR routing, Slack, and Jira Service Management queue routing. - Convert recurring manual onboarding and access requests into automated self-service workflows. - Build IT operational reporting dashboards and reconcile software licenses against active headcount. - Partner with Security on access reviews, least-privilege enforcement, endpoint and email security tooling, and IT audit evidence collection. - Apply AI capabilities inside IT operations to improve throughput, efficiency, and SLAs within a compliant framework. - Partner cross-functionally with HR, Clinical, Commercial, and Engineering on cohort onboarding and offboarding, run decision-oriented meetings, and maintain internal runbooks and end-user FAQs.

Requirements - 5 or more years of progressive IT experience with demonstrated leadership of support teams and operational delivery. - Hands-on ownership of enterprise IAM platforms, specifically Okta, including RBAC, SSO, SCIM, and lifecycle automation. - Strong experience administering macOS endpoints through MDM, with zero-touch deployment and OS update strategy. - Proficiency administering cloud collaboration and telephony tools such as Zoom, Zoom Phone, Slack, and Jira Service Management. - Experience building IT operational reporting dashboards and translating data into clear operational signals. - Track record of partnering with Security on access reviews, least-privilege enforcement, and IT audit evidence.

Nice to have - Experience or familiarity administering Zoom Phone IVR and call queues, Jira Service Management routing, or CRM tools such as Zoho. - Practical experience applying AI tools to operational workflows within a secure, compliant environment.

Benefits and work setup - Expected annual salary range of $124,000 to $138,000 USD, with starting offers individualized by skills and experience. - Fully remote position with periodic in-person team retreats. - Benefits package includes a 401k with match, flexible PTO, paid holidays, paid service days, a 4-week paid sabbatical, and 12 weeks of paid parental leave, with health benefits starting on day one.