Information Technology Operations Manager

Triumvirate Environmental•Somerville, MA

2d•Hybrid

About The Position

Triumvirate Environmental, one of the largest environmental services firms in North America, is seeking a Information Technology Operations Manager for our team in Somerville, MA to lead our helpdesk function and own day-to-day IT service delivery. This is a player-coach role: you will manage a team of 6 direct reports (primarily help desk analysts), and you will be hands-on when escalations, projects, or gaps demand it. You will report 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 to assist them with compliance management. At Triumvirate Environmental, we strive to WOW both our employees and our customers. Our unique culture fosters growth, development, education, and creativity. This position reports to the Associate Director of IT Operations. This position will be fully onsite for the first 90 days. After 90 days, the position will follow a hybrid schedule approved by the manager and Human Resources. What success looks like: Predictable, reliable IT service delivery across a multi-site, multi-country footprint. A well-trained, accountable helpdesk team with clear ownership and defined Service Level Agreements (SLAs). Baseline operational metrics established, a published service delivery dashboard, and a regular cadence of data-oriented reviews with IT leadership. Escalations to senior leadership are infrequent and well-managed when they occur.

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
Tuition reimbursement program
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