IT Operations Manager

Solid Ground Solutions•Columbus, OH

About The Position

The IT Operations Manager is a hands-on technical management role leading user support and technical operations for Solid Ground Solutions and its subsidiary companies. The role oversees Microsoft 365, networks, security, user support, and Tier 1 support for SaaS platforms and other systems. It supervises internal technicians and managed service providers, ensures associates receive effective support, administers core business systems, and drives process automation and improvement. The expected allocation is approximately 70% hands-on technical work and 30% team management, with the role likely to remain weighted toward technical work. The position focuses on supporting people, business systems, and work processes in a dynamic, multi-entity environment. Responsibilities include administering cloud and SaaS platforms, supporting CRM and operational tools, improving processes through automation, and collaborating across functions. Traditional server or infrastructure administration is not the primary focus. The manager leads support operations, owns the corporate Enterprise Service Management system, manages cloud and business applications, and serves as the operational owner of identity and access management. The role also leads systems and tools integration during acquisitions, including onboarding users and systems, consolidating platforms and vendors, and coordinating migrations.

Requirements

At least 7 years of hands-on IT support, systems administration, or IT operations experience.
At least 2 years supervising or leading a technical team.
Proven experience managing user support operations and driving support KPIs and SLAs.
Strong hands-on experience administering Microsoft 365, Entra ID, and related cloud and SaaS platforms.
Experience supporting or integrating vertical CRM or ERP platforms.
Experience designing and implementing process automation and workflow improvements across business systems.
Familiarity with basic networking principles and a small-scale network and cloud environment.
Experience integrating or consolidating business systems across multiple entities or during mergers and acquisitions.
Solid understanding of ITIL processes, change management, and support metrics.
Strong analytical, organizational, and project management skills.
Strong interpersonal and communication skills, including the ability to work with technical and non-technical stakeholders.

Nice To Haves

Relevant certifications, such as Microsoft 365 Certified: Modern Desktop Administrator, ITIL Foundation, or PMP.
Experience with automation and integration platforms, such as Power Automate, Zapier, or Power Platform.
Experience with project or work management tools, such as Asana, to plan and track initiatives.
Scripting or light development experience, such as PowerShell, Bash, or low-code/no-code tools.
Background in a services-based, acquisition-driven, or multi-entity organization.
Direct experience with ServiceTitan or similar residential field services tools is highly desired.

Responsibilities

Supervise, coach, and develop the internal support team, setting clear priorities and standards of work.
Oversee day-to-day user support operations and ensure timely, effective issue resolution through a process-oriented support model.
Establish and monitor support KPIs, such as ticket volume, response and resolution times, and customer satisfaction, and drive continuous improvement.
Serve as the escalation point for complex or high-impact support issues across systems and services.
Own the corporate Enterprise Service Management system, integrate IT ticketing with other shared services, and drive adoption of a centralized service and request management platform.
Build and maintain internal knowledge bases, support runbooks, and user-facing documentation.
Deliver training sessions and onboarding materials to encourage adoption and reduce support requests.
Administer core cloud and SaaS platforms, including Microsoft 365, Entra ID, and Intune, as well as the network and cloud footprint.
Provide initial support and triage for business application systems, including ERP and CRM.
Manage user lifecycle processes, including provisioning, licensing, and permissions across business systems.
Evaluate, select, and manage SaaS and technology vendor relationships.
Ensure appropriate configuration, licensing, and integration of business systems, coordinating with MSPs and vendors as needed.
Research, recommend, and implement technical solutions for everyday business needs.
Identify manual, redundant, or inefficient processes and design automated or streamlined solutions.
Build automations and integrations across business systems, including through Power Automate, Zapier, and APIs.
Partner with functional teams to map workflows, identify pain points, and implement process improvements.
Drive adoption of standardized tools and processes across business units.
Measure and report the impact of automation and process improvement initiatives.
Own identity and access management operations in Microsoft Entra ID and ensure least-privilege access across a multi-tenant environment.
Maintain change management and configuration management processes across supported systems.
Ensure asset management practices are accurate and current across all entities.
Partner with leadership on security posture, audit readiness, and compliance requirements.
Lead systems and tools integration during acquisitions, standardizing platforms, access, and workflows across newly acquired entities.
Build and maintain integration playbooks to make future acquisitions faster and lower-risk.
Consolidate disparate systems, vendors, and licensing into a centralized operating model.
Coordinate onboarding of newly acquired entities' systems, data, and users into the parent organization's environment.
Coordinate system scaling and migrations as new business units are integrated.