IT Operations Manager

America's Health Insurance Plans•Washington, DC

10h

About The Position

AHIP is looking for a dynamic IT Operations Manager to join their team! If you are looking to make a real difference through your career journey, why not do it with the foremost health insurance advocacy organization in the nation? AHIP is the industry-leading trade association of health insurance providers striving to make health care better and coverage more affordable for every American. Our team works among the nation’s most influential policymakers and stakeholders with front-row seats to make an unparalleled impact and change with policy advocates, leading conveners and conferences, foremost innovators, and champions of the healthcare industry. Position Summary: The IT Operations Manager is a hands-on technology leader responsible for the daily performance, availability, and security of AHIP’s technology ecosystem. Reporting to the Vice President of Information Technology, this role oversees the organization’s IT support functions, including the direct supervision of IT Support Analysts and the management of the outsourced Managed Services Provider (MSP). The IT Operations Manager serves as the technical lead for the Microsoft 365 and Azure environment, ensuring operational excellence across cloud infrastructure, endpoints, and enterprise applications. This position requires a balance of technical expertise and vendor management skills to deliver high-quality support to AHIP staff while ensuring technology investments are secure, compliant, and optimized for a hybrid workforce.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent operational experience).
Minimum of 7 years of progressive IT experience, with at least 3 years in an operations management or team lead role.
Deep technical expertise in the Microsoft 365 stack, including Admin Center, Exchange, Teams, SharePoint, and Entra ID (Azure AD).
Proven experience managing Managed Service Providers (MSPs) and third-party vendors, including contract and SLA enforcement.
Hands-on experience with Microsoft Azure infrastructure (IaaS/PaaS) and Intune/Autopilot for device management.
Strong understanding of IT Service Management (ITSM) principles (e.g., Incident, Problem, and Change Management).
Demonstrated success in troubleshooting complex technical issues and acting as a Tier 3 escalation point.
Experience supporting hybrid workforces and managing remote support tools.

Nice To Haves

Microsoft Certifications (e.g., Microsoft 365 Certified: Enterprise Administrator Expert, Azure Administrator Associate) are highly preferred.
Experience in the association or nonprofit sector is a plus.
Strong customer service orientation with the ability to explain technical concepts to non-technical stakeholders.
Excellent organizational skills with the ability to prioritize tasks in a fast-paced environment.
Commitment to continuous learning and staying current with emerging Microsoft technologies.

Responsibilities

IT Operations & Support Leadership: Oversee the daily operations of the IT Service Desk, serving as the escalation point for complex technical issues. Manage IT Support Analysts and the outsourced MSP to ensure tickets are resolved within Service Level Agreements (SLAs) and user satisfaction remains high.
Microsoft 365 & Azure Administration: Serve as the primary administrator for the Microsoft 365 tenant and Azure environment. Manage user identities, Exchange Online, SharePoint, OneDrive, Teams, and Intune/Endpoint Manager policies to ensure a secure and productive digital workspace.
Vendor & MSP Management: Act as the primary operational liaison with AHIP’s Managed Services Provider (MSP) and other technology vendors. Monitor vendor performance, review monthly service reports, and hold providers accountable for deliverables, SLAs, and contract obligations.
Infrastructure & Asset Management: Manage the lifecycle of hardware and software assets, including laptop procurement, imaging, and inventory tracking. Oversee the maintenance of on-premise and cloud infrastructure, ensuring backups, patching, and disaster recovery systems are tested and functional.
Onboarding & Offboarding: Streamline and execute technical onboarding and offboarding processes for employees and contractors, ensuring timely access provisioning and secure data retention in compliance with AHIP policies.
Security Operations: Collaborate with the VP of IT to implement cybersecurity best practices. Operationalize security policies such as Multi-Factor Authentication (MFA), Conditional Access, email security gateways, and vulnerability remediation. Ensure appropriate system-level protections, such as endpoint protection and backups, are in compliance with established policies.
System Documentation & Knowledge Management: Create and maintain comprehensive technical documentation, including network diagrams, standard operating procedures (SOPs), and knowledge base articles to support the IT team and end-users.
Project Implementation: Lead technical execution for IT projects, such as system migrations, software rollouts, and office technology upgrades. Coordinate with internal stakeholders and external vendors to deliver projects on time and within budget.
Audio-Visual (AV) & Conference Support: Oversee the operation and maintenance of conference room AV technology and collaboration tools (Zoom/Teams Rooms) to support hybrid meetings and member engagements.
Budget & Procurement Support: Assist the VP of IT in tracking operational expenses, reviewing invoices for accuracy, and identifying optimization within software licensing and hardware procurement.
Continuous Improvement: Analyze helpdesk metrics and system performance data to identify trends and recommend process improvements or training opportunities for staff.
Perform other related duties as assigned.