IT Operations Manager
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Job Location:
Middleton, ID - USA
Monthly Salary:
Not Disclosed
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
About the Role
Employee Benefits Corporation is hiring for an IT Operations Manager. The IT Operations Manager is a hands-on leader responsible for daily execution and continuous improvement of IT support services. The role oversees Level 1 Level 2 and designated Level 3 (KTLO/Run) performance ensuring consistent intake prioritization escalation and closure across employee-facing a lean environment this role manages a small team and partners closely with Platform Engineering/Cloud Enablement Security and other support groups to drive effective routing and timely resolution. The Operations Manager also leads IT provisioning licensing vendor management and employee-facing communications during service disruptions. The role emphasizes service reliability and supportability across on-premise SaaS and cloud services including identity/access endpoint experience vendor escalation and operational hygiene within established platform guardrails.
Location
A hybrid schedule is expected in this role with 1-2 days per week onsite at our Middleton WI office and the remaining days either onsite or remote from your home office.
Who We Are
Employee Benefits Corporation (EBC) is a trusted national third-party administrator with decades of experience delivering consumer-driven benefit solutions. We combine deep industry expertise and exemplary service with a bold vision for the futurewhere technology is thoughtfully applied to enable an intuitive user experience and elevate how consumers engage with their benefits.
What Youll Do
- Lead daily IT service operations including queue management SLA performance ticket quality and adherence to service standards and best practices.
- Provide hands-on leadership as a playercoach supporting troubleshooting onboarding execution and customer communications while coaching staff on technical rigor prioritization documentation and service quality.
- Establish a consistent intake triage and escalation model for all support channels (tickets calls alerts walk-ups) ensuring clear procedures routing rules and timely escalation of blockers.
- Manage incident and escalation response endtoend including severity assessment stakeholder coordination cross-team engagement and serving as the employee-facing communications lead during service disruptions.
- Oversee IT provisioning endpoint readiness and lifecycle processes including onboarding/offboarding device setup and refresh asset management licensing administration and SaaS/M365 operational support.
- Own KTLO/Run operational hygiene and maintenance coordinating patching firmware updates validation routines SaaS admin tasks and related communications and verification activities.
- Maintain and improve operational documentation and knowledge assets including knowledge base content support playbooks outage communication templates and service reliability patterns.
- Drive continuous improvement and operational maturity using metrics and trends to identify improvements in process tooling automation training vendor engagement and cost management.
What You Bring
Qualifications:
- Bachelors degree in a computer-related discipline or equivalent experience with at least seven years in enduser computing and service operations supporting modern endpoint management and cloud/SaaS environments.
- Minimum three years of direct peoplemanagement experience with demonstrated ability to coach develop and hold teams accountable.
- Advanced troubleshooting capability in at least two relevant domains (e.g. identity/access endpoint management virtual desktop environments core infrastructure dependencies).
- Strong operational leadership experience including queue management prioritization escalation handling SLA adherence and service management best practices.
- Hands-on technical proficiency across common end-user technologies (Windows endpoints identity/access basics peripherals) M365 (Teams SharePoint OneDrive Exchange Online D365) Intune and hybrid onprem/cloud environments.
- Strong communication and customer service skills with experience delivering clear employee-facing outage/status communications and translating technical concepts for nontechnical audiences.
- Experience with ITSM tools metrics/KPIs documentation practices and the ability to identify recurring issues and implement corrective solutions.
- Ability to manage multiple operational workstreams maintain professionalism under pressure travel as needed and meet transportation requirements (valid drivers license and reliable vehicle).
Ideally you may have experience with:
- Experience with automation and modern delivery workflows including PowerShell Microsoft Graph APIs or AIenabled operational tooling.
- Background partnering with Security and Infrastructure teams on provisioning workflows endpoint management improvements or operational hardening in securityfirst environments.
- Experience with asset and license management processes in regulated or compliancedriven organizations.
Why EBC
- A welcoming collaborative team culture where every voice matters
- Competitive pay and comprehensive benefits including employee ownership
- A culture built on clarity empathy and continuous improvement
- Continuous learning and career development to help you grow as we invest in future-ready solutions and seamless user experiences
- Flexible work options designed to support a healthy work-life balance
How to Apply
Ready to make an impact Apply now. Were excited to meet you.
Required Experience:
Manager
Key Skills
- Environment
- Fund Management
- Cabling
- J2EE
- Document Control Management
About Company
Administrator of employer-offered benefits with the best service and expertise, including FSAs, HRAs, HSAs, commuter accounts, COBRA continuation, and more.
