Information Technology Operations Manager at Triumvirate Environmental

Somerville, MAFull-timeInformation SystemsPosted about 1 month ago

About the Role

<img style="max-width: 100%;" src="https://www.triumvirate.com/hs-fs/hubfs/Hubspot%20Green%20TEI%20Logo%20Transparent%20Background.png?width=2000&name=Hubspot%20Green%20TEI%20Logo%20Transparent%20Background.png" alt="" width="305"> Information Technology Operations Manager Triumvirate Environmental, one of the largest environmental services firms in North America, is seeking a Information Technology Operations Manager for our team in Somerville, MA to lead our helpdesk function and own day-to-day IT service delivery. This is a player-coach role: you will manage a team of 6 direct reports (primarily help desk analysts), and you will be hands-on when escalations, projects, or gaps demand it. You will report to the Associate Director of IT Operations. Triumvirate Environmental provides leading organizations in the higher education, life sciences, healthcare, and advanced manufacturing sectors with diverse services and expertise to assist them with compliance management. At Triumvirate Environmental, we strive to WOW both our employees and our customers. Our unique culture fosters growth, development, education, and creativity.    This position reports to the Associate Director of IT Operations. This position will be fully onsite for the first 90 days. After 90 days, the position will follow a hybrid schedule approved by the manager and Human Resources.  <h2>What success looks like:</h2> <ul> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Predictable, reliable IT service delivery across a multi-site, multi-country footprint.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">A well-trained, accountable helpdesk team with clear ownership and defined Service Level Agreements (SLAs).</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Baseline operational metrics established, a published service delivery dashboard, and a regular cadence of data-oriented reviews with IT leadership.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Escalations to senior leadership are infrequent and well-managed when they occur.</li> </ul> Responsibilities:  <ul> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Lead and develop the team. Mentor and coach IT staff with a focus on career growth, skill advancement, and succession planning for key roles.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Own service delivery. Define SLAs, manage ticket queues, and run our ITSM platform day-to-day. Hold the team accountable to measurable standards.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Measure and report. Build and maintain an IT operations dashboard. Publish metrics and trends to leadership on a regular basis.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Administer the Microsoft stack. Oversee Microsoft 365 (Exchange, Entra, Teams, OneDrive, Intune) and Azure administration performed by the team; personally handle escalations and complex work.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Manage endpoints and assets. Oversee Dell laptop lifecycle from procurement through retirement, Intune patching compliance, and licensing inventory.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Evaluate tools and processes. Identify emerging tools and process improvements that drive efficiency, reliability, or cost savings. Keep it simple and scalable.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Manage vendors. Oversee key vendor and contractor relationships.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Communicate broadly. Interact clearly using written, verbal, and in-person communication with employees at every level and location.</li> </ul> <h1>Basic Qualifications:</h1> <ul> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">5+ years in IT Operations or helpdesk leadership, including direct people management.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Strong hands-on experience administering Microsoft 365 and managing Windows endpoints via Intune.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Experience with enterprise ITSM or ticketing platforms (e.g., ServiceNow, Jira Service Management, Zendesk) including queue management, SLA configuration, and service delivery reporting.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Demonstrated ability to manage competing priorities in a fast-paced, multi-site environment.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Excellent written and verbal communication skills.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Must be eligible to work in the United States without future sponsorship.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Must have a reliable form of transportation.</li> </ul> Preferred Requirements: <ul> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Experience supporting a distributed workforce across multiple US states and international sites.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Exposure to Azure administration, Fortinet, or Ubiquiti networking.</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">Microsoft certifications (MS-102 or equivalent).</li> <li style="font-family: 'book antiqua', palatino, serif; font-size: 14pt;">ITIL or other ITSM certification.</li> </ul> <h2>Growth opportunity:</h2> Triumvirate's IT organization is evolving quickly. The right candidate will have opportunities to broaden scope over time into areas like infrastructure, security, and IT strategy. #LI-Hybrid   Besides Health, Dental and Vision Insurance, we contribute to a 401k, offer a generous tuition reimbursement program, TONS of safety training for some positions with opportunities for external trainings and certifications, Mentorship & Career Succession Planning, Relocation Opportunities, Auto/Home insurance discounts, pet assistance discount plans, discounted movie passes & more!    To learn more about our business, culture, and the exciting work that we are doing in the industry, find us on <a href="https://www.linkedin.com/company/triumvirate-environmental/posts/?feedView=all">LinkedIn, </a>Instagram (@triumvirateenvironmental), or our <a href="https://www.triumvirate.com/">website</a>!   Triumvirate Environmental is committed to a diverse and inclusive workplace. As an Equal Opportunity Employer (EOE), Triumvirate does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individuals with Disabilities and Protected Veterans are encouraged to apply.  If you have a disability and need accommodation during the application and hiring process, please contact us at <a href="https://www.triumvirate.com/contact">https://www.triumvirate.com/contact</a> or call us at 888-834-9697.  The requirements listed above are representative of the knowledge, skill, and/or ability required. To view our California Privacy Notice and Policy, click <a href="https://www.triumvirate.com/hubfs/Triumvirate%20-%20CPRA%20Job%20Applicant%20Privacy%20Notice%20(Final%20Draft).pdf">here</a>.     <div class="content-pay-transparency"><div class="pay-input"><div class="description">Actual starting base pay may vary based on factors such as education, experience, skills, location and budget.</div><div class="title">Pay Range</div><div class="pay-range">$95,000—$125,000 USD</div></div></div>

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