IT Operations Manager

Affinity Living Communities•Spokane, WA

12h•$125,000 - $140,000•Onsite

About The Position

Axis Residential is hiring an IT Operations Manager to join its growing team in Spokane, Washington. This is an in-office role leading the day-to-day operations of the IT Service/Help Desk and ensuring employees across the organization receive timely, high-quality technical support. The manager oversees the service desk team, ticketing processes, and support standards, and partners closely with the Director of IT on broader technology initiatives and projects. The role also supports identity and access management, network operations, systems performance and security, infrastructure automation, and infrastructure projects. Responsibilities include administration and security of Active Directory, Microsoft 365, Okta, and related systems; collaboration with the IT Systems Engineer on network operations; and leadership or co-leadership of upgrades, migrations, hardware refreshes, and SaaS/PaaS integrations. Additional duties may be assigned to meet organizational needs. Axis Residential is a property management organization specializing in 55-and-older active adult communities. It describes its culture as relational and entrepreneurial, emphasizing teamwork, employee well-being, and meaningful community for residents.

Requirements

Must be a team player who takes a “we over me” approach to building and sustaining relationships.
Must be determined, ambitious, and self-motivated.
Bachelor’s degree in Information Technology, Computer Science, or a related field strongly preferred; an equivalent combination of education and experience is required.
At least 7 years of experience in IT support, help desk, and engineering roles, including at least 2 years in a supervisory or team lead capacity.
Hands-on experience with ticketing systems such as ServiceNow, FreshService, or Zendesk, and remote support tools.
Strong working knowledge of Windows/Mac OS, Microsoft 365, networking basics, and common business applications.
Expert-level experience with Windows Server, Active Directory, Group Policy, and Microsoft 365/Azure AD.
Strong communication skills and customer service orientation, including the ability to work effectively with stakeholders across departments in a growing organization.
Proficient in speaking, reading, and writing English.
Strong leadership and coaching skills, with the ability to develop a team.
Ability to prioritize and manage multiple requests in a fast-paced environment.
Solid troubleshooting and problem-solving skills across hardware, software, and connectivity issues.
Experience developing and maintaining clear, accurate IT documentation, procedures, and technical resources.
Familiarity with IT security best practices, including password management, phishing awareness, and endpoint protection.
Valid driver’s license and an insured, operable vehicle.

Nice To Haves

Experience supporting a workforce of 300 or more employees across multiple departments and/or locations.
Linux experience.

Responsibilities

Oversee daily service desk operations and ensure tickets, calls, and requests are triaged, assigned, and resolved within established SLAs.
Establish, monitor, and report service desk KPIs, including response and resolution times, ticket backlog, and customer satisfaction, and drive continuous improvement.
Manage IT ticketing/helpdesk software, including workflows, categorization, and knowledge base content.
Serve as an escalation point for complex or high-priority technical issues that front-line technicians cannot resolve.
Coordinate hardware and software support, including desktop and laptop deployment, mobile device management, and end-user application support.
Own employee onboarding and offboarding technology processes, ensuring new hires receive equipment and system access on their first day and departing employees are promptly deprovisioned.
Develop and maintain service desk documentation, standard operating procedures, and self-service resources for end users.
Contribute to IT policies and procedures aligned with enterprise governance and security frameworks, and support internal and external audits.
Partner with the Director of IT and other IT team members on system rollouts, upgrades, and site technology needs.
Track and manage IT asset inventory, including laptops, phones, and peripherals, and oversee procurement, deployment, and retirement.
Provide end-user training and communicate about new systems, tools, and IT policies.
Identify recurring issues and recommend process, tooling, or infrastructure improvements to reduce ticket volume.
Administer and secure Active Directory, Microsoft 365, Okta, and related identity management systems, including group policies, SSO, and MFA.
Partner with the IT Systems Engineer on network operations, including firewalls, VPNs, switches, wireless systems, and WAN connectivity.
Monitor system performance, capacity, and security posture; propose improvements and drive automation to increase efficiency.
Automate routine administration and configuration management using scripting and infrastructure-as-code tools where appropriate.
Lead or co-lead infrastructure projects such as upgrades, migrations, hardware refreshes, and SaaS/PaaS integrations, including planning, risk assessment, and documentation.
Perform additional tasks as needed to meet organizational needs.

Benefits

Competitive salary of $125,000–$140,000, based on experience.
Annual bonus incentive.
Annual performance review with potential merit increase.
Medical, dental, and vision insurance with 100% of monthly premiums paid by the employer for associates.
Flexible Spending Accounts for healthcare and dependent care.
Disability, AD&D, and life insurance.
401(k) with a 3% company contribution.
Accrued vacation time, sick pay, 12 paid holidays per calendar year, a personal day, and a paid volunteer day.
Employee Assistance Program.
Charitable giving program and community involvement.