IT Operations Manager

We are seeking a hands-on Manager, Internal IT Operations to lead and evolve Allata's internal workplace technology function across a growing global organization spanning the US, LATAM, and India.

This role is responsible for the security, performance, stability, compliance, and continuous improvement of Allata's internal IT environment, with a strong focus on Microsoft 365, Microsoft Entra ID, Intune, endpoint management, SaaS administration, collaboration tooling, AI-enabled workplace solutions, and operational reporting.

While this role includes oversight and coordination of internal IT support resources, its primary focus is on technical ownership, operational excellence, process improvement, service visibility, and ensuring the Internal IT function scales effectively with the business.

The ideal candidate is a true manager who can build, coach, and hold a early-career team accountable while also rolling up their sleeves and executing critical work directly when needed. This role requires both leadership and hands-on technical depth in equal measure.

Key Responsibilities:

• Lead Allata's Internal IT Operations function, owning day-to-day execution, service quality, governance, and operational priorities.
• Manage, coach, and develop internal IT team members and support resources, setting clear priorities, expectations, and accountability while fostering a high-performing team culture.
• Serve as both a manager and hands-on operator: Own IT infrastructure, actively troubleshoot, implement, and resolve technical issues, and also guide the team through effective delegation, support, and escalation management.
• Own and optimize the Microsoft 365 ecosystem, including Exchange Online, Teams, SharePoint, OneDrive, and Microsoft 365 Copilot.
• Lead Identity & Access Management through Microsoft Entra ID, including joiner/mover/leaver processes, MFA, Conditional Access, SSO, and access governance.
• Oversee endpoint and device management through Microsoft Intune, including Windows provisioning, compliance, patching, hardening, and lifecycle management.
• Implement and operate security controls and governance aligned to NIST frameworks and related security standards, including NIST CSF, NIST 800-53, CIS Controls, or similar protocols.
• Drive execution of security and compliance practices, including access reviews, least-privilege access, logging/monitoring, incident response support, vulnerability remediation coordination, and policy enforcement.
• Partner with leadership and cross-functional teams to ensure internal IT scales effectively with business growth.
• Establish and monitor operational KPIs, service metrics, and process health indicators to improve support outcomes and drive accountability.
• Build and maintain telemetry, dashboards, and reporting to provide visibility into ticket trends, SLA performance, endpoint health, access patterns, compliance posture, and overall Internal IT operations.
• Leverage Power BI and related tools to create actionable operational reporting for leadership and stakeholders.
• Drive process optimization and continuous improvement across support operations, onboarding/offboarding, access management, device lifecycle workflows, and security administration processes.
• Drive automation and efficiency improvements using PowerShell, Power Platform, and related tools to reduce manual work and improve service delivery.
• Support the adoption, governance, and enablement of Copilot and similar AI-enabled workplace productivity tools.

Required Qualifications:

• 5+ years of experience in internal IT, systems administration, workplace technology, or IT operations.
• Demonstrated experience managing people, leading a team, or overseeing support resources in an internal IT or systems environment.
• Strong hands-on experience with Microsoft 365 (Exchange, Teams, SharePoint, OneDrive).
• Strong hands-on experience with Microsoft Entra ID (MFA, Conditional Access, groups, SSO, access governance).
• Strong hands-on experience with Microsoft Intune (Windows endpoint management, Autopilot, compliance profiles, patching, device lifecycle).
• Strong hands-on experience with PowerShell for administration and automation.
• Strong hands-on experience with Power BI (or similar reporting tools) for operational dashboards and service visibility.
• Experience using service metrics, operational KPIs, dashboards, and telemetry to improve internal IT performance and support outcomes.
• Demonstrated experience driving process improvement, operational efficiency, and service reliability within internal IT or support environments.
• Practical experience implementing and executing security frameworks, controls, and protocols such as NIST CSF, NIST 800-53, CIS Controls, or related security standards.
• Experience working in a distributed, global environment.
• Strong communication and documentation skills.
• A hands-on mindset with the ability to balance leadership, execution, and problem-solving.

Preferred Qualifications:

• Experience with Microsoft Defender, Microsoft Purview, Microsoft Graph, Power Automate, and Freshservice (or similar ITSM tools).
• Experience building or maturing IT service processes, governance frameworks, and support documentation in a scaling organization.
• Experience supporting 300+ employee environments.
• Microsoft certifications such as MS-102, SC-300, MD-102, AZ-104, or PL-300 are a plus.
• Security certifications or training related to NIST, CIS, ISO 27001, or Microsoft security technologies are a plus.