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. The role directs help desk personnel, manages 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 necessary tools while maintaining system health, compliance posture, and cost transparency. This is a hands-on technical and team leadership role focused on operational efficiency, end-user support, and technical governance. The position leads internal infrastructure strategy across AWS, Microsoft 365, DevSecOps, and physical IT environments, and establishes standards that reduce technical debt, eliminate duplication, and improve reliability. Responsibilities span IT service delivery, identity and endpoint administration, asset lifecycle management, cloud operations and cost optimization, Atlassian administration and knowledge management, security and compliance 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.

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/Intune and basic automation scripting with PowerShell, Bash, or Python.

Responsibilities

Lead internal infrastructure strategy across AWS, Microsoft 365, DevSecOps, and physical IT environments.
Establish standards and protocols to reduce technical debt, eliminate system duplication, and increase reliability.
Lead, mentor, and schedule help desk and tier 1–3 support personnel; establish escalation paths, SLAs/SLOs, 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, warranties, and secure hardware disposal or wiping.
Partner with HR on day-one technical onboarding and secure, automated offboarding workflows.
Administer Microsoft Entra ID, including user provisioning and de-provisioning, RBAC, Conditional Access, MFA, and SSO integrations.
Manage and optimize Microsoft licensing; audit license allocation 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, IAM users and roles, VPC networking, EC2, S3, and related foundational cloud services.
Monitor cloud usage, improve cost visibility, enforce tagging standards, eliminate orphaned resources, and optimize operational expenditures.
Oversee routine system 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, custom fields, and schemes.
Design and maintain Confluence space structure and governance as the 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.