IT Operations Manager

ECHOorporated•Lake Zurich, IL

5d•Hybrid

About The Position

ECHO Incorporated is an industry leader in developing and manufacturing high-performance, professional-grade, handheld outdoor power equipment. With distributors and thousands of dealers across North and South America, ECHO is constantly anticipating the future of the outdoor power equipment industry and the need for environmental sustainability. Working for ECHO means joining a team of people who are committed to collaboration, innovation, creativity, and high-quality products that make us a globally competitive brand. The IT Operations Manager is responsible for the day-to-day delivery, support, and performance of IT services across the organization. This role leads the IT support and operations team while overseeing the stability, availability, and effectiveness of core IT systems and services.

Requirements

5+ years in IT support, operations, or infrastructure.
Experience leading or supervising IT teams.
Background managing ticketing systems, SLAs, and escalations.
Hands-on experience with Microsoft 365 and identity tools (Okta, Entra ID).
Experience with Azure, VMware, and system administration.
Knowledge of network infrastructure (LAN/WAN, VPN, firewalls—Fortinet preferred).
Experience managing incidents, outages, and process improvements.
Strong leadership, communication, and team management skills.

Nice To Haves

Fortinet preferred

Responsibilities

Lead IT support team and manage ticketing, SLAs, and escalations.
Ensure timely resolution of end-user issues and clear communication during incidents.
Identify recurring issues and drive long-term improvements.
Oversee onboarding and offboarding processes.
Oversee daily IT infrastructure and enterprise systems.
Support Microsoft 365 and identity platforms (Okta, Entra ID).
Manage system maintenance, patching, upgrades, and lifecycle.
Support Azure, VMware, and proactive system monitoring.
Oversee LAN/WAN, VPN, wireless, and firewall environments (Fortinet).
Troubleshoot and coordinate escalation of network issues.
Lead response to major incidents and coordinate resolution across teams/vendors.
Maintain documentation, standardize processes, and drive service improvements.
Lead, coach, and develop IT support team.
Manage workload, priorities, and performance expectations.
Foster a collaborative, customer-focused culture.