IT Operations Engineer

Center for Employment Opportunities•Atlanta, GA

1d•Hybrid

About The Position

The IT Operations Engineer owns and improves the core operational systems of IT, including identity and access management, endpoint/device management, asset governance, and IT service management (ITSM). This role ensures IT operations are scalable, secure, and standardized across a distributed, multi-state workforce. This is a hands-on role responsible for reducing operational friction, improving service delivery, and enforcing consistency across internal teams and managed service providers. As part of our mission, we strongly encourage individuals who have lived experience of incarceration or involvement in the justice system to apply for this role. The Center for Employment Opportunities (CEO) provides employment services to people recently released from incarceration. Across the United States, 8,000-9,000 people participate in CEO each year, transitioning to employment that supports themselves, their families, and their communities. What began as a demonstration project of the Vera Institute of Justice in the 1970s to address employment barriers facing the formerly incarcerated following release in New York City has grown into the leading reentry employment organization in the country, where over 30,000 formerly incarcerated individuals have secured full-time employment since 1996.

Requirements

You have 5+ years in IT operations, systems engineering, or similar role
You have strong experience with:
Entra ID / Azure AD
SSO / SAML / OAuth
Endpoint management (Intune or similar)
You have experience implementing or managing an ITSM platform
You have experience in device lifecycle management (laptops, mobile, etc.)
You have strong troubleshooting skills across identity, endpoint, and SaaS environments
You have experience working with or managing MSPs or outsourced IT support
You successfully project managed initiatives that involve motivating, coordinating, and collaborating with geographically dispersed and diverse teams; can collaborate across all levels and functions

Nice To Haves

You have familiarity with SaaS-heavy ecosystems (50+ applications)
You have experience with asset management tools and reconciliation
You have basic scripting (PowerShell, Python) for automation
Yo have ITIL Foundation or equivalent operational framework knowledge

Responsibilities

Identity & Access Management (IAM)
Own Entra ID (Azure AD) as the system of record for identity
Design and maintain SSO and MFA across SaaS applications
Build and enforce joiner / mover / leaver workflows
Reduce reliance on app-level credentials (e.g., Adobe, non-SSO tools)
Partner with CRM and business teams to standardize access models
Endpoint & Device Management
Lead implementation and ongoing management of Microsoft Intune (MDM/MAM)
Define and enforce device compliance policies
Improve patch management and endpoint security posture
Rationalize duplicate/unused devices and reduce endpoint sprawl
Establish lifecycle standards (provisioning → usage → decommissioning)
Asset Management & System of Record
Establish a single source of truth for all IT assets
Reconcile discrepancies between systems (e.g., TrendMicro, ManageEngine)
Map users ↔ devices ↔ applications
Partner with IT Associate to ensure data accuracy and process adherence
IT Service Management (ITSM)
Own implementation and administration of an ITSM platform (e.g., Jira, Freshservice)
Define:
Ticket intake processes
Categorization standards
SLA definitions
Enforce single point of entry for all IT requests
Build reporting dashboards for:
Ticket volume
SLA performance
Recurring issues
MSP Operational Oversight
Act as the day-to-day operational owner of MSP performance
Enforce:
Proper ticket logging (including calls)
SLA adherence
Root cause analysis (RCA) for recurring issues
Identify and eliminate repeat incidents through process or technical fixes
Security & Compliance Support
Strengthen access controls for systems containing PII and PCI data
Ensure consistent enforcement of MFA and device compliance
Support audits and compliance efforts through improved operational controls
Process Improvement & Automation
Identify repetitive manual tasks and automate where possible
Improve onboarding/offboarding speed and accuracy
Reduce ticket volume through standardization and system improvements
Special Projects and Team Support-20%
Participating in IT Systems Committee meetings as needed
Supporting IT projects that improve the efficiency, effectiveness and accessibility of CEO
Providing IT guidance on system integrations, analytical and/or technical support for special projects
Conducting quantitative and qualitative data analysis, identifying trends, produce reports, mapping processes and leading other strategic initiatives as needed