IT Operations Manager

Trilogy Innovations•Bridgeport, WV

10d•Hybrid

About The Position

The IT Operations Manager leads Trilogy Innovations’ internal technical support operations and core infrastructure services. This role directs help desk personnel and day-to-day IT service delivery, administers Microsoft 365 and Entra ID environments and licensing, manages internal AWS cloud resources, and oversees Atlassian collaboration and service tools. The manager ensures employees have secure, reliable access to workplace tools while maintaining system health, compliance posture, and cost transparency. The position combines hands-on technical problem-solving with supportive team leadership and operational governance. The role leads internal infrastructure strategy across AWS, Microsoft 365, DevSecOps, and physical IT environments; establishes standards that reduce technical debt and duplication; and improves reliability. It oversees service management, endpoint and hardware lifecycles, identity and access governance, cloud operations and cost optimization, backups and disaster recovery, Atlassian administration and knowledge management, compliance and security support, and vendor and budget tracking. The work environment is hybrid in Bridgeport, West Virginia, or the employee’s locality, with up to 10% travel. Compensation is competitive based on experience, with eligibility for a performance bonus and the benefits listed in the posting.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent direct experience.
At least 6 years of experience in technical infrastructure, DevSecOps, internal engineering, or enterprise IT leadership.
At least 2 years supervising or leading help desk or support staff.
Demonstrated success managing cloud-native platforms such as AWS or Azure, Microsoft environments, and enterprise systems governance.
Proven experience implementing security frameworks and compliance models such as CMMC, NIST, or SOC II.
Strong communication and collaboration skills, with a track record of successful cross-functional leadership.

Nice To Haves

AWS Certified Solutions Architect or SysOps Administrator certification.
Microsoft Certified: Identity and Access Administrator (SC-300), M365 Fundamentals/Administrator, or Atlassian Certified Professional certification.
Experience in government contracting or high-compliance cloud environments such as AWS GovCloud.
Experience with mobile device management or Intune and basic automation scripting using PowerShell, Bash, or Python.

Responsibilities

Lead and mentor help desk and tier 1–3 support personnel; schedule staff and establish escalation paths, service metrics, and customer service standards.
Manage the internal service desk through Jira Service Management to track hardware, software, onboarding, and access requests.
Manage end-user equipment procurement, provisioning, asset tracking, inventory, warranty maintenance, and secure disposal or wiping.
Partner with HR on technical onboarding and secure, automated offboarding workflows.
Lead internal infrastructure strategy across AWS, Microsoft 365, DevSecOps, and physical IT environments; establish standards to reduce technical debt and duplication and increase reliability.
Administer Microsoft Entra ID, including user provisioning and de-provisioning, role-based access controls, Conditional Access, MFA, and SSO integrations.
Manage and optimize Microsoft licensing; audit allocations and govern Exchange Online, SharePoint, Teams, and OneDrive.
Manage workstation policies, configuration baselines, compliance profiles, and patch management through Microsoft Intune.
Manage and monitor internal AWS accounts and foundational services, including IAM, VPC networking, EC2, and S3.
Monitor cloud usage, improve cost visibility, enforce tagging standards, remove orphaned resources, and optimize operational expenditures.
Oversee routine maintenance, backup schedules, disaster recovery testing, and baseline monitoring for internal engineering and business tools.
Administer Jira Software, Jira Service Management, and Confluence, including access, permissions, workflows, fields, and schemes.
Design and govern Confluence spaces and maintain it as a central knowledge hub for SOPs and end-user documentation.
Own and automate identity and access management lifecycle controls and periodic access review certifications.
Maintain operational alignment with compliance and security standards, and assist with vulnerability remediation, internal audits, and infrastructure readiness assessments.
Assist leadership with IT operational budgets, vendor renewals, software subscriptions, and service agreements.