Information Technology Operations Manager

Triumvirate Environmental • Somerville, MA

8h • Hybrid

About The Position

Triumvirate Environmental, one of the largest environmental services firms in North America, is seeking an Information Technology Operations Manager for their team in Somerville, MA. This is a player-coach role where the manager will lead the helpdesk function and own day-to-day IT service delivery, managing a team of 6 direct reports (primarily help desk analysts) and being hands-on when needed for escalations, projects, or gaps. The position reports to the Associate Director of IT Operations. Triumvirate Environmental provides leading organizations in the higher education, life sciences, healthcare, and advanced manufacturing sectors with diverse services and expertise for compliance management. The company fosters a culture of growth, development, education, and creativity. This position will be fully onsite for the first 90 days, then transition to a hybrid schedule approved by the manager and Human Resources.

Requirements

• 5+ years in IT Operations or helpdesk leadership, including direct people management.
• Strong hands-on experience administering Microsoft 365 and managing Windows endpoints via Intune.
• Experience with enterprise ITSM or ticketing platforms (e.g., ServiceNow, Jira Service Management, Zendesk) including queue management, SLA configuration, and service delivery reporting.
• Demonstrated ability to manage competing priorities in a fast-paced, multi-site environment.
• Excellent written and verbal communication skills.
• Must be eligible to work in the United States without future sponsorship.
• Must have a reliable form of transportation.

Nice To Haves

• Experience supporting a distributed workforce across multiple US states and international sites.
• Exposure to Azure administration, Fortinet, or Ubiquiti networking.
• Microsoft certifications (MS-102 or equivalent).
• ITIL or other ITSM certification.

Responsibilities

• Lead and develop the team. Mentor and coach IT staff with a focus on career growth, skill advancement, and succession planning for key roles.
• Own service delivery. Define SLAs, manage ticket queues, and run our ITSM platform day-to-day. Hold the team accountable to measurable standards.
• Measure and report. Build and maintain an IT operations dashboard. Publish metrics and trends to leadership on a regular basis.
• Administer the Microsoft stack. Oversee Microsoft 365 (Exchange, Entra, Teams, OneDrive, Intune) and Azure administration performed by the team; personally handle escalations and complex work.
• Manage endpoints and assets. Oversee Dell laptop lifecycle from procurement through retirement, Intune patching compliance, and licensing inventory.
• Evaluate tools and processes. Identify emerging tools and process improvements that drive efficiency, reliability, or cost savings. Keep it simple and scalable.
• Manage vendors. Oversee key vendor and contractor relationships.
• Communicate broadly. Interact clearly using written, verbal, and in-person communication with employees at every level and location.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401k contribution
• Generous tuition reimbursement program
• TONS of safety training for some positions with opportunities for external trainings and certifications
• Mentorship & Career Succession Planning
• Relocation Opportunities
• Auto/Home insurance discounts
• Pet assistance discount plans
• Discounted movie passes

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 251-500 employees