IT Operations Manager

The IT Operations Manager is responsible for overseeing IT operations, infrastructure, cybersecurity, business systems support, and technology improvement initiatives across Western Protective Solutions. This hands-on role supports a growing multi-location organization by managing internal IT functions, coordinating with external partners and vendors, and ensuring reliable, secure, and scalable technology systems. The position also supports ongoing cybersecurity, CMMC 2.0 readiness, process improvement, and AI-driven efficiency initiatives. This role reports directly to the CEO.

Responsibilities

IT Leadership & Operations

• Own day-to-day IT operations across multiple business units and locations.
• Develop and maintain an IT roadmap aligned with business needs, security requirements, and operational priorities.
• Serve as the primary internal IT leader and escalation point for systems, applications, infrastructure, vendors, and user support.
• Coordinate work with the company’s MSP and ensure external support is effective, accountable, and aligned with company priorities.
• Help guide and support entry-level helpdesk resources and interns.
• Work with leadership and Finance on IT budgeting, capital planning, software licensing, hardware refreshes, and project planning.
• Establish clear IT documentation, support procedures, asset tracking, and internal standards.

Infrastructure, Security & Compliance

• Lead infrastructure planning and execution, including server, network, backup, endpoint, and remote access systems.
• Manage identity and access controls, MFA, permissions, security groups, privilege levels, and user lifecycle processes.
• Support cybersecurity practices aligned with NIST 800-171, DFARS 7012, CMMC 2.0, and other applicable requirements.
• Maintain and improve security documentation, system inventories, policies, gap remediation plans, and evidence needed for audits or assessments.
• Coordinate patching, endpoint protection, backup validation, vulnerability remediation, and incident response procedures.
• Ensure reliable network performance across office, production, and remote access environments.

Microsoft 365 & Endpoint Administration

• Administer Microsoft 365 services including Exchange, Teams, SharePoint/OneDrive, Entra ID/Azure AD, user accounts, groups, permissions, and security settings.
• Improve standardization of workstation configurations, software deployment, endpoint security, and lifecycle management.
• Support endpoint management tools, update processes, workstation imaging/configuration, and hardware procurement standards.
• Maintain secure and efficient onboarding, offboarding, and access-change processes.

Business Systems & Applications

• Support Sage 100 ERP and related remote application delivery environments.
• Coordinate with vendors, MSP resources, Finance, Operations, and department leaders to troubleshoot and improve business applications.
• Support document management, labeling, shipping, reporting, data capture, and other operational systems as needed.
• Evaluate new software tools and help standardize systems where appropriate.
• Improve documentation around application ownership, permissions, integrations, workflows, and support processes.

User Support & Service Delivery

• Ensure timely professional support for employees across multiple locations.
• Create practical helpdesk workflows, escalation paths, service expectations, and recurring issue tracking.
• Troubleshoot hardware, software, printer, network, access, and application issues as needed.
• Facilitate user training and communication related to Microsoft 365, cybersecurity, ERP access, MFA, new tools, and system changes.
• Schedule after-hours work when needed for system maintenance or changes that would disrupt users.

AI, Automation & Process Improvement

• Identify opportunities to use AI, automation, reporting, and workflow tools to reduce manual work and improve productivity responsibly, with appropriate attention to security, confidentiality, and compliance requirements.
• Recommend tools that create measurable business value.
• Other duties as assigned.

Physical Requirements

• Ability to sit, bend or stand for long periods of time
• Ability to lift up to 50 pounds at times.
• Engaging in repetitive movements of wrists, hands, and fingers – typing and/or writing.
• Working frequently at close visual range (i.e. preparing and analyzing data and figures, transcription, computer terminal, extensive reading).
• Ability to travel between company locations as needed (very limited)

• Qualifications

Required Qualifications

• 5 years of progressive IT experience in systems administration, infrastructure support, Microsoft 365 administration, cybersecurity, and end-user support.
• 2 years of experience managing vendors, MSPs, IT projects, or internal/external technical resources.
• Strong working knowledge of Microsoft 365 administration, including Exchange, Teams, SharePoint/OneDrive, Entra ID/Azure AD, MFA, identity management, and permissions.
• Experience with Windows Server, Active Directory, networking, firewalls, switches, VPN, backup/recovery, endpoint security, and patch management.
• Strong documentation skills and the discipline to maintain accurate records, procedures, inventories, and system information.
• Ability to communicate clearly with technical and non-technical users
• Ability to prioritize requests from multiple departments and locations
• Hands-on mindset with the ability toe lead, plan, and execute.

This position requires the ability to obtain a security clearance from the U.S. government, which requires U.S. citizenship

Salary : $90,000 - $115,000