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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager, IT Operations - **Company:** PATHS, LLC - **Location:** New York, NY, United States (Remote available) - **Experience:** Experienced - **Salary:** $125,000.0 - $135,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Azure, Microsoft Online Services, Software Documentation, CompTIA Security+, Monitoring of Systems, Information Technology Operations, Virtual Private Networks (VPN), Network Security, Network Troubleshooting, Network Functions Virtualization, Runbook, User Provisioning Software, Firewalls (Computer Science), Microsoft InTune, Information Technology, Performance Monitor - **Published:** October 22, 2026 - **Apply:** https://www.careerbuilder.com/job-details/manager-it-operations-new-york-ny--5ee9f2c3-a9df-4dd7-b46e-611f2c851d8d ## About the Role * Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred; equivalent experience will be considered. * Seven or more years of progressive information technology experience, including at least two years of people-management or team-lead responsibility. * Demonstrated experience managing IT operations, service desk functions, escalations, service metrics, and support processes. * Demonstrated project-management experience involving infrastructure deployments, office or property openings, migrations, acquisitions, dispositions, or comparable transitions. * Broad hands-on experience across Microsoft 365, Entra ID, Intune, Exchange Online, Windows endpoints, networking, firewalls, VPNs, and monitoring tools. * Ability to work collaboratively with specialist roles and provide credible technical redundancy across digital workplace and network functions. * Strong vendor-management, stakeholder-communication, documentation, prioritization, and problem-solving skills. * Ability to manage competing priorities, lead through service disruptions, maintain continuity during leadership absences, and recognize when decisions require executive escalation. * Preferred certifications include ITIL Foundation, Microsoft 365 or Azure certifications, Network+, Security+, CCNA, PMP, or comparable credentials. ## Description Essential functions/Responsibilities: duties include but are not limited to the following: Operations Leadership & Service Delivery * Lead daily IT operations and ensure consistent, timely, and responsive support across corporate and property environments. * Directly manage, coach, and develop two IT Support Specialists and the End User Technology Specialist, including work allocation, coverage planning, performance expectations, documentation standards, and professional development. * Oversee service desk operations, ticket backlog health, escalation management, service quality, operating metrics, trend analysis, and recurring service-delivery reporting. * Establish and maintain incident, request, problem, change, and escalation practices that support accountability and predictable outcomes. * Serve as the operational escalation point for complex user-impacting issues and coordinate work across internal specialists and retained vendors. * Develop and maintain service catalogs, escalation matrices, standard operating procedures, runbooks, knowledge articles, and operational dashboards. Property Transition Project Management * Serve as the primary IT project manager for property onboarding, offboarding, acquisitions, dispositions, and related transition activities. * Develop transition plans, schedules, responsibilities, risks, dependencies, communications, and completion criteria in coordination with business stakeholders. * Coordinate network setup and cutover activities, including ISP readiness, firewall and switching requirements, wireless coverage, vendor scheduling, equipment delivery, testing, and issue resolution. * Coordinate user provisioning, device deployment, telecommunications, printing, application access, field support, and transition communications. * Partner with All IT and other field-service providers to schedule, oversee, and validate hands-on property work. * Conduct post-transition reviews and maintain repeatable transition standards, checklists, and lessons learned. Technical Collaboration, Redundancy & Escalation Support * Work collaboratively with the Digital Workplace Systems Specialist and Network & Security Specialist to coordinate operational priorities, escalations, incidents, projects, and cross-functional technology activities. * Maintain working knowledge and authorized access sufficient to provide approximately 50% technical redundancy across Digital Workplace and Network & Security functions. * Provide operational support for Microsoft 365, Entra ID, Intune, Exchange Online, endpoint administration, identity, access, and related escalations as coverage needs require. * Provide operational support for network troubleshooting, firewalls, VPNs, connectivity, monitoring escalation, incident coordination, and vendor escalation as coverage needs require. * Support root-cause analysis, major incident coordination, recovery activities, and communication during service disruptions. * Participate in cross-training, documentation, and knowledge-transfer activities that strengthen continuity across the department. Governance, Vendors & Continuous Improvement * Support the Vice President, Information Technology with operational planning, budgeting inputs, performance reporting, risk identification, and department priorities. * Act in a leadership capacity during the Vice President's absence to maintain operational continuity, coordinate department activities, and elevate material risk, cost, security, business-impact, or policy decisions for executive review. * Manage operational relationships with retained providers, including All IT for field services and other operational technology vendors as assigned. Collaborate with the Network & Security Specialist when operational activities involve security monitoring, incident response, or cybersecurity-vendor support. * Identify opportunities to reduce recurring incidents, automate manual work, improve tooling, strengthen documentation, and increase service efficiency. * Promote secure, standardized, and auditable operating practices across all IT services.