IT Operations Manager

American Consumer Counseling Center•Newton, MA

11h•Onsite

About The Position

The IT Operations Manager is responsible for the stability, security, and operational integrity of ACCC’s production technology environment. This hands-on role serves as the control layer of IT, owning infrastructure, operational security, and IT service delivery—including helpdesk and end-user support—while ensuring systems are properly provisioned, deployed, and maintained within a disciplined, auditable framework. Accountable for the “run” environment, this role does not own IT strategy, architecture, or development direction. It requires strong experience in DevOps practices, including CI/CD pipeline management, infrastructure as code, and controlled deployment processes. The IT Operations Manager maintains independent authority over production environments, deployment approval, and operational controls. Production release authority and control enforcement reside exclusively within IT Operations and are not overridden by other functions.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field preferred or Equivalent combination of education, certifications, and hands-on experience will be considered in lieu of a degree
5–8+ years of experience in IT operations, infrastructure, or systems administration
Relevant certifications such as Microsoft Azure, CompTIA Security+, etc.
Strong experience with Microsoft Azure and cloud infrastructure management
Strong hands-on experience with DevOps practices, including CI/CD pipelines, infrastructure as code, and production deployment controls
Experience with Azure monitoring tools and system performance management
Strong understanding of incident management, system reliability, and operational controls
Experience with identity and access management (Entra ID, RBAC)
Experience working with cybersecurity tools and third-party security providers

Responsibilities

Serves as the control authority for production systems, coordinating with Engineering and vendor partners to ensure controlled and compliant deployment of all changes
Oversees helpdesk and IT operations staff, including workflow management, ticket prioritization, and service delivery performance
Establishes and enforces operational standards, processes, and accountability across IT operations functions
Maintain exclusive authority over production deployments, including release approvals, deployment governance, and risk acceptance
Ensure all production deployments are executed through controlled processes governed by IT Operations; unauthorized or unapproved deployments are strictly prohibited
Enforce production controls, including change management, access management, and strict environment segregation (dev/test/prod)
Provision and manage cloud infrastructure (e.g., Azure) based on Architecture & Engineering specifications, ensuring environments are secure, scalable, and production-ready
Own and enforce CI/CD pipeline processes, including deployment gating, release approvals, and production promotion controls (e.g., GitHub Actions)
Implement and monitor system performance using appropriate tools (e.g., Azure Monitor, Application Insights) to ensure reliability and timely issue detection and resolution
Oversee IT service delivery, including helpdesk operations, user support, ticket workflows, and incident response, ensuring SLAs and escalation processes are consistently met
Lead incident management, including response coordination, escalation, communication, and root cause analysis
Execute operational security controls, including identity and access management (Entra ID, RBAC), vulnerability remediation through coordination with the IT Security Coordinator
Manage access provisioning and deprovisioning, ensuring least-privilege access and full auditability across systems
Serve as the internal control point between Engineering and operations to ensure all changes are deployed in a controlled, compliant, and auditable manner
Ensure audit readiness by maintaining documentation, enforcing controls, and tracking system and deployment changes
Manage SLAs, escalations, and workflows