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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Operations Manager - **Company:** Axis Residential - **Location:** Spokane, WA, United States - **Experience:** Experienced - **Salary:** $125,000.0 - $140,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Business Software, Software as a Service, Configuration Management, Linux, Monitoring of Systems, Information Technology Operations, Virtual Private Networks (VPN), Windows Servers, Networking Basics, Platform as a Service (PAAS), Password Management, Azure Active Directory, Anti-Phishing, Remote Service Software, Wide Area Networks, Computer Network Operations, Okta, ServiceNow IT Service Management, Firewalls (Computer Science), Infrastructure Automation Frameworks, Information Technology, Wireless Technologies, Zendesk, Servicenow - **Published:** October 27, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=4476572b36f2c518 ## About the Role * Must be a team player who takes a "we over me" approach to building and sustaining relationships with others. * Must be determined, ambitious, and self-motivated. * Bachelor's degree in Information Technology, Computer Science, or a related field strongly preferred. Equivalent combination of education and experience required. * 7+ years of experience in IT support, help desk, and engineering roles, with at least 2 years in a supervisory or team lead capacity. * Experience supporting a workforce of 300+ employees across multiple departments and/or locations preferred. * Hands-on experience with ticketing systems (e.g., ServiceNow, FreshService, Zendesk) and remote support tools. * Strong working knowledge of Windows/Mac OS, Microsoft 365, networking basics, and common business applications. * Expert-level experience with Windows Server, Active Directory, Group Policy, and Microsoft 365/Azure AD; Linux experience is a plus. * Strong communication skills and customer service orientation, with the ability to work effectively with stakeholders across departments in a growing organization. Must be proficient in speaking, reading, and writing in English. * Strong leadership and coaching skills with the ability to develop a team. * Ability to prioritize and manage multiple requests in a fast-paced environment. * Solid troubleshooting and problem-solving skills across hardware, software, and connectivity issues. * Experience developing and maintaining clear, accurate IT documentation, procedures, and technical resources. * Familiarity with IT security best practices (password management, phishing awareness, endpoint protection). * Valid driver's license and insured, operable vehicle. ## Description We are hiring for an IT Operations Manager to join our growing team in Spokane, WA (this is an in-office position). The IT Operations Manager will lead the day-to-day operations of the IT Service/Help Desk, ensuring employees across the organization receive timely, high-quality technical support. This role will manage the service desk team, ticketing processes, and support standards, and partners closely with the Director of IT on broader technology initiatives and projects. * Oversee day-to-day service desk operations, ensuring tickets, calls, and requests are triaged, assigned, and resolved within established SLAs. * Establish, monitor, and report on service desk KPIs (response times, resolution times, ticket backlog, customer satisfaction) and drive continuous improvement. * Manage the IT ticketing/helpdesk software system, including workflows, categorization, and knowledge base content. * Serve as an escalation point for complex or high-priority technical issues that front-line technicians cannot resolve. * Assist coordination of hardware and software support, including desktop/laptop deployment, mobile device management, and end-user application support. * Own the employee onboarding/offboarding technology process, ensuring new hires have equipment and system access on day one and departing employees are deprovisioned promptly. * Develop and maintain service desk documentation, standard operating procedures, and self-service resources for end users. * Contribute to IT policies and procedures aligned to enterprise governance and security frameworks, and support internal and external audits. * Partner with the Director of IT and other IT team members on projects such as system rollouts, upgrades, and site technology needs. * Track and manage IT asset inventory (laptops, phones, peripherals), including procurement, deployment, and retirement. * Provide end-user training and communication on new systems, tools, and IT policies. * Identify recurring issues and recommend process, tooling, or infrastructure improvements to reduce ticket volume. * Administer and secure Active Directory, Microsoft 365, Okta, and related identity management systems, including group policies, SSO, and MFA. * Partner with IT Systems Engineer on network operations, including firewalls, VPNs, switches, wireless systems, and WAN connectivity. * Monitor system performance, capacity, and security posture; propose improvements and drive automation to increase efficiency. * Automate routine administration and configuration management using scripting and infrastructure-as-code tools where appropriate. * Lead or co-lead infrastructure projects such as upgrades, migrations, hardware refreshes, and SaaS/PaaS integrations, including planning, risk assessment, and documentation. Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may be asked to perform additional tasks in order to meet the needs of the organization.