IT Operations Manager

Job Requirements

POSITION SUMMARY

The IT Operations Manager is a hands-on technology leader responsible for the day-to-day reliability, security, support, and administration of TransGrid Energy's corporate technology environment. The role will serve as the primary operational owner for end-user IT services, identity and access, endpoint management, Microsoft 365, infrastructure, cybersecurity operations, enterprise application support, IT vendors, and technology asset management. The Manager will also play a key role in the integration of TGE and Qcells Grid & Energy Services (G&ES), helping establish a scalable IT operating model, execute user and system migrations, strengthen security controls, and transition critical knowledge and responsibilities from third-party service providers to an internally owned IT function.

KEY RESPONSIBILITIES

· Own day-to-day IT operations and serve as the primary escalation point for employee technology issues, ensuring timely, professional resolution and clear communication. · Manage Microsoft 365 and the corporate identity environment, including user provisioning/deprovisioning, groups, permissions, MFA, SSO, conditional access, and privileged access in coordination with established security standards. · Administer endpoint management and security controls for company laptops and mobile devices, including device enrollment, configuration, patching, encryption, endpoint protection, inventory, and secure offboarding. · Manage the IT service desk operating model, including ticket intake, prioritization, escalation, service levels, recurring issue analysis, user communications, and knowledge-base/runbook development. · Coordinate and execute IT activities associated with the TGE/G&ES integration, including account, device, collaboration platform, data, and application migration activities and post-migration stabilization. · Support the migration and ongoing administration of collaboration and productivity platforms, including Microsoft 365, Teams, SharePoint/OneDrive, Slack, GitHub, 1Password, and other approved enterprise tools as applicable. · Partner with the Head of IT / Digital Services to implement cybersecurity controls and respond to security incidents, including phishing, account compromise, suspicious access, credential resets, access reviews, and security hardening. · Maintain accurate IT asset, software, license, account, and administrative-access inventories; establish clear ownership and lifecycle controls for technology assets. · Manage external IT service providers and technology vendors, including Nexien and other managed-service or implementation partners; coordinate work, monitor performance, validate deliverables, and ensure TGE retains appropriate ownership of administrative accounts, credentials, documentation, and data. · Support enterprise applications and integrations by coordinating with business owners, vendors, Hanwha Systems, and internal technical teams; triage operational issues and ensure clear ownership for resolution. · Maintain and test business continuity, backup, recovery, and disaster-recovery procedures appropriate to the corporate technology environment. · Develop, document, and enforce practical IT operating procedures and standards, including joiner/mover/leaver processes, access requests, privileged access, acceptable technology use, device standards, incident response, and records/retention requirements. · Monitor IT operational performance and risks; provide concise reporting on service levels, security issues, asset/license status, vendor performance, major incidents, and remediation priorities. · Support office and network technology, including connectivity, conferencing, printers, Wi-Fi, and related infrastructure, coordinating with vendors where specialized support is required. · Build trusted relationships across TGE, G&ES, Hanwha Systems, and business functions while translating technical issues into practical business impacts and recommended actions.

INITIAL PRIORITIES

· Stabilize and formalize day-to-day IT support as TGE transitions from a heavily outsourced support model toward stronger internal ownership. · Support TGE/G&ES migration planning and execution, including Microsoft 365/Entra/Intune baseline, SSO, endpoint enrollment, collaboration tools, and user cutover readiness. · Strengthen identity, endpoint, and email security controls and establish repeatable response procedures for phishing and account-compromise events. · Establish complete inventories for devices, users, licenses, service accounts, administrative accounts, applications, vendors, and critical IT documentation. · Create clear operating runbooks, escalation paths, ownership models, and handoff requirements for Nexien and other third-party providers. · Partner with the Head of IT / Digital Services on the future-state IT operating model, staffing plan, system landscape, and technology roadmap.

Work Experience

QUALIFICATIONS

· Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related field; equivalent relevant experience will be considered. · 5+ years of progressive experience in IT operations, infrastructure, systems administration, service delivery, or end-user computing, with experience independently owning operational issues. · Demonstrated hands-on experience administering Microsoft 365 and identity/access technologies; experience with Microsoft Entra ID and Intune strongly preferred. · Working knowledge of endpoint security, MFA/SSO, access controls, phishing response, account compromise investigation, device lifecycle management, and common cybersecurity practices. · Experience managing an IT help desk or managed service provider relationship, including escalation management, service expectations, and vendor accountability. · Experience supporting organizational migrations, integrations, office transitions, or other significant technology change initiatives strongly preferred. · Ability to troubleshoot across users, endpoints, identity, SaaS applications, networks, and vendor-managed services and to determine when specialized escalation is required. · Strong documentation, process development, project coordination, and organizational skills. · Strong written and verbal communication skills with the ability to work effectively with executives, business users, technical teams, and external vendors. · High degree of judgment, discretion, accountability, and responsiveness when handling confidential information and security incidents.

PREFERRED EXPERIENCE

· Experience with Microsoft Entra ID, Intune, Defender, Exchange Online, Teams, SharePoint/OneDrive, and related Microsoft 365 administration. · Experience supporting mixed Windows/Mac environments and mobile-device management. · Experience with SaaS administration and enterprise tools such as Slack, GitHub, 1Password, Box/Datasite, or similar platforms. · Experience in renewable energy, infrastructure, construction, project-based businesses, or another fast-growing multi-entity organization. · Relevant certifications such as Microsoft, CompTIA, ITIL, CISSP, CISM, or equivalent are a plus.