What are the responsibilities and job description for the IT Operations Manager (Professional Services) position at KamisPro?
Reports To: Director of I.T. Customer Support
Location: Washington, D.C. (supporting Washington, D.C. and NYC offices; and travel a few times a year to San Francisco).
The IT Operations Manager is responsible for leading I.T. operations and customer support services across multiple offices, ensuring alignment with firm policies, technology standards, and business objectives. This role provides both leadership and hands-on technical oversight, with a strong focus on service excellence and operational efficiency.
The position partners with firm leadership, internal stakeholders, and I.T. teams to implement and support technology solutions, oversee deployments, and ensure adherence to best practices. A high level of customer service and professional communication is essential.
Essential Duties and Responsibilities
- Manage I.T. operations and support services across assigned offices, ensuring service levels and standards are met
- Provide technical oversight and escalation support for end-user technologies, including desktops/laptops, mobile devices, telephony, printers, and A/V systems
- Oversee the end-user environment, including Windows platforms, Microsoft 365, Active Directory, and collaboration tools (Teams, Zoom, WebEx)
- Partner with infrastructure teams on network services, local systems, Citrix environments, and document management platforms
- Lead projects such as office moves, technology refreshes, onboarding initiatives, and firmwide deployments
- Supervise and develop local and remote I.T. staff, including performance management and coaching
- Manage hiring and resource allocation across assigned offices
- Own operating and capital budgets, including procurement and asset management
- Serve as liaison between offices, centralized I.T. teams, and vendors
- Ensure timely issue resolution, adherence to SLAs, and effective escalation management
- Support and enforce I.T. policies, standards, and change management processes
- Communicate effectively with leadership and stakeholders on operations and initiatives
Core Competencies
- Strong communication and interpersonal skills
- Proven leadership and team management across distributed environments
- Commitment to white-glove customer service
- Strong organizational and problem-solving abilities
- Attention to detail and ability to manage multiple priorities
- Budgeting and financial management
Knowledge and Skills
- Bachelor’s degree or equivalent experience (10 years in I.T. management)
- 5 years managing I.T. teams in a professional services environment
- Experience supporting multi-office environments
- Strong knowledge of end-user support, enterprise systems, and infrastructure
- Experience with Microsoft 365, Active Directory, and collaboration tools
- Familiarity with Citrix and document management systems preferred
- Strong critical thinking and decision-making skills
Working Conditions
- Based in Washington, D.C., supporting two offices (home office DC and travel to NYC; a few trips to San Francisco)
- Availability outside standard hours, including on-call support as needed