Manager, Enterprise IT Operations

Underscore Marketing

7d•Remote

About The Position

The IT Operations Manager acts as the execution engine for enterprise technology, translating strategy into action. This role serves as the critical bridge between leadership, internal teams, and external IT partners, ensuring that technology initiatives are delivered reliably and consistently, aligned with business priorities. This is a high-accountability, cross-functional role focused on removing friction, driving coordination, and ensuring the organization’s technology environment is stable, secure, and scalable.

Requirements

5–7 years of progressive experience in IT operations, systems management, or technology program execution.
Proven track record managing or coordinating external IT vendors, MSPs, or third-party partners.
Experience driving cross-functional technology initiatives across multiple teams and stakeholders.
Hands-on experience working with enterprise systems such as Microsoft 365, collaboration tools, and integration platforms.
Demonstrated ability to track and deliver initiatives on time in fast-paced, multi-system environments.
Knowledgeable of cybersecurity frameworks, standards and best practices (i.e. NIST, SOC).
Highly organized with strong program management and execution discipline.
Able to translate business needs into structured technical work.
Comfortable operating in environments with multiple systems (Microsoft, Wrike, BI tools, etc.).

Nice To Haves

Experience working in a services-based or agency environment with distributed teams.
Exposure to IT service management (ITSM) practices such as incident, change, and problem management.
Experience supporting system implementations, migrations, or operational transformation efforts.
Relevant Microsoft certifications in Microsoft 365, Azure or security domains are a plus, demonstrating familiarity with enterprise platforms, system administration, and governance best practices.

Responsibilities

Execute Technology Strategy: Act as the primary execution partner to Underscore’s CTO, translate technology strategy, roadmaps, and priorities into clear, actionable workplans, ensure all technology initiatives align with defined governance, standards, and enterprise architecture, and track and drive progress across all active initiatives.
Own Day-to-Day IT Operations & Coordination: Own day-to-day coordination of IT initiatives and roadmap execution, ensure all technology work is delivered with clear ownership, defined timelines, and measurable outcomes across internal teams and vendors, proactively surface and resolve delivery blockers, eliminating delays and maintaining forward momentum across all initiatives, and maintain clarity on ownership, timelines, and deliverables across all workstreams.
Manage IT Vendors & MSP Relationship: Own the MSP relationship as a managed service, not a support function, define clear direction, scope, and expected outcomes for all vendor work, enforce service accountability through SLAs, responsiveness, and delivery quality, ensure work is aligned to business priorities, not ticket volume, and coordinate across vendors and internal stakeholders to ensure seamless delivery.
Drive Cross-Functional IT Alignment: Ensure communication and alignment across business units, Global Ops, and Strategic Ops, act as the connective layer between enterprise systems (IT, security, Microsoft tenant) and strategic workflows (Wrike, automation, reporting data and inputs), and drive consistent system adoption across teams.
Intake, Discovery, & Prioritization Support: Lead initial intake and discovery for new technology requests, partner with stakeholders to clarify business needs, scope, and impact, and translate requests into structured, decision-ready inputs for leadership.
Support Adoption, Training & Change Management: Drive successful onboarding and adoption of enterprise tools and platforms, coordinate training efforts across teams to ensure all team members are able to use the systems efficiently, ensure tools are used consistently and effectively across the organization, and reinforce standardized processes and reduce reliance on workarounds.
Ensure Stable, Secure, Scalable Operations: Support enterprise capabilities across IT & Security tools, Microsoft environment, and system integrations, and ensure systems are reliable, secure, and aligned to scale needs.