Manager, IT Operations

Join Parachute•Austin, TX

34d

About The Position

We’re building a better way to donate plasma — one that’s fast, friendly, and powered by smart technology - our donor app makes booking and earning easy for donors, and our team makes every visit feel welcoming and personal. We’ve grown from 2 to 30+ locations in under 3 years, and we’re just getting started. If you want to grow your career with a high-energy team, this is a great opportunity. The Manager, IT Operations is responsible for managing IT infrastructure services, security, and end-user support, leveraging both internal teams and external IT service providers. This role will drive the development of plans and protocols to maintain a secure, reliable environment and deliver high-quality user support. Key responsibilities include overseeing Azure AD/Entra ID and Office 365, including SharePoint, Teams, and related applications, implementing and managing security protocols, monitoring, and enforcement, covering O365 and Entra policies, managing internet connectivity, network operations, and VoIP services, overseeing Service Desk operations to ensure responsive user support, and directing endpoint management for Windows and Apple devices.

Requirements

Effective communication, organization, and problem-solving skills.
Critical thinker; strong analytical and troubleshooting skills, with a sense of urgency and accountability.
Extremely comfortable in a fast-paced high growth environment.
Works well under pressure.
Passionate, adaptable, customer focused and teamwork oriented.
Ability to build solid relationships in teams, with peers and management.
Enthusiastic, self-motivated, self-starter and maintains positive attitude
Bachelor’s degree in computer science, information technology, or related field.
Minimum three (3) years’ experience as an IT Manager over infrastructure and service support, including staff.
Minimum five (5) years’ experience with Microsoft Windows OS and device management.
Strong experience (5+ years) in O365 and Azure Ad/Entra ID, including related system policies, Networks (including LAN, Wi-Fi, firewalls), Windows and Apple OS, and device management and service desk software.
Hands-on experience with IT security, specifically O365/Azure policies, SOPs, firewalls, tools, and other related protocols.
Ability to safely and successfully perform the principal job functions consistent with the ADA, FMLA, and other federal, state and local standards.
Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state and local standards.
Must be able to periodically lift and carry up to 50 lbs.
Must be able to sit or stand for extended periods of time.
Must possess auditory and visual acuity.

Responsibilities

Collaborate with IT staff and management to create and maintain technology and service roadmaps for all areas of responsibility.
Manage internal teams and service providers to ensure performance expectations and service level agreements (SLAs) are consistently met.
Oversee staff performance, providing coaching and development as needed.
Partner with IT leadership to establish long-term sourcing strategies.
Act as the Subject Matter Expert (SME) in endpoint management, cloud, network, and security technologies.
Develop and manage end-user support protocols, including extended hours and weekend coverage.
Implement, monitor, and manage IT security policies, tools, and playbooks.
Define, monitor, and manage SLAs to maintain service excellence.
Ensure all IT controls are in place and actively managed.
Oversee O365 and Entra ID environments, including operational and security policies.
Provision IT services for new locations, including internet, networks, computers, and other necessary technology.
Provide escalation support to the team, including on-site analysis, problem diagnosis, and resolution, and recommend and implement corrective actions.
Manage the IT technology lifecycle for hardware/software, ensuring alignment with corporate and departmental goals and performance metrics.
Maintain and track the inventory of technology assets, computer equipment, software, and services across the organization.
Lead the IT Vulnerability and Patch Management Program for end-user and server technology, supporting IT risk management efforts.
Operate the organization-wide Security Awareness Training program, participate in annual penetration testing, disaster recovery exercises, and cyber incident response drills.
Configure and manage devices, ensuring hardening and timely patching.
Ensure compliance with regulatory requirements, standards, SOPs, and protocols.
Advise on information technology risks, implementing remediation measures and monitoring protocols.
Conduct threat and risk assessments, including those for system changes and new systems.
Design, implement, and manage WAN and LAN infrastructure, including cabling, racks, and backup power solutions.
Oversee the administration and security of networks, including firewall management.
Develop and oversee incident/event management, problem management, change management, event management, and request management processes.
Manage services provided by MSSPs, including VoIP, WAN, and security solutions.
Collaborate with HR and relevant departments to define and manage employee onboarding and offboarding processes, ensuring timely provisioning of accounts and equipment.
Perform additional duties as assigned.