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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Operations Manager - **Company:** Solid Ground - **Location:** Columbus, OH, United States - **Experience:** Experienced - **Salary:** $80,000.0 - $120,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Asana, Bash Shell, Business Software, Business Systems, Software as a Service, Cloud Computing, Configuration Management, Identity and Access Management, Information Technology Operations, Windows PowerShell, Azure Active Directory, Systems Integration, Scripting, ServiceNow IT Service Management, Microsoft Power Automate, Zapier, Microsoft InTune, Low-code, Integration Frameworks, Api Design - **Published:** November 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=3ee6735147b0ece1 ## About the Role * 7+ years of hands-on IT support, systems administration, or IT operations experience, with 2+ years supervising or leading a technical team * Proven experience managing user support operations and driving support KPIs and SLAs * Strong hands-on experience administering Microsoft 365, Entra ID, and related cloud/SaaS platforms * Experience supporting or integrating vertical CRM/ERP platforms * Experience designing and implementing process automation and workflow improvements across business systems * Familiarity with basic networking principles and a small-scale network/cloud environment * Experience integrating or consolidating business systems across multiple entities or during M&A * Solid understanding of ITIL processes, change management, and support metrics * Strong analytical, organizational, and project management skills * Strong interpersonal and communication skills, with the ability to work across technical and non-technical stakeholders Preferred Qualifications: * Relevant certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator, ITIL Foundation, PMP) * Experience with automation/integration platforms (e.g., Power Automate, Zapier, Power Platform) * Experience with project/work management tools (e.g., Asana) to plan and track initiatives * Scripting or light development experience (e.g., PowerShell, Bash, low-code/no-code tools) * Background in a services-based, acquisition-driven, or multi-entity organization * Direct experience with ServiceTitan or similar residential field services tools is highly desired ## Description This is a high-impact, hands-on role ideal for someone who thrives on problem-solving, process improvement, and cross-functional collaboration in dynamic, multi-entity environments. The ideal candidate will be comfortable managing a small team, administering cloud and SaaS platforms, and finding ways to automate and streamline how the business and IT proces works. While we maintain a network and a modest cloud footprint, this role is not centered on traditional server or infrastructure administration - the emphasis is on supporting our people, our systems, and the way work gets done. Supporting our CRM/Operational toolset will also be a key component., Team Leadership & Support Oversight * Supervise, coach, and develop the internal support team, setting clear priorities and standards of work * Oversee day-to-day user support operations, ensuring timely and effective resolution of issues utilizing a process-oriented support model * Establish and monitor support KPIs (e.g., ticket volume, response/resolution times, customer satisfaction) and drive continuous improvement * Serve as the escalation point for complex or high-impact support issues across systems and services * Own the Enterprise Service Management (ESM) system at the corporate level, ensuring IT ticketing is properly integrated with other shared services and driving adoption of a centralized service/request management platform * Build and maintain internal knowledge bases, support runbooks, and user-facing documentation * Deliver training sessions and onboarding materials to drive adoption and reduce support requests Cloud, SaaS & Business Systems Management * Own administration of core cloud and SaaS platforms (e.g., Microsoft 365, Entra ID, Intune) and our network and cloud footprint * Act as initial support and triage for all business application systems, including ERP and CRM. * Manage user lifecycle processes including provisioning, licensing, and permissions across business systems * Evaluate, select, and manage relationships with SaaS and technology vendors to ensure a streamlined experience for our associates * Ensure proper configuration, licensing, and integration of business systems, coordinating with MSPs and vendors as needed * Research, recommend, and implement technical solutions to meet everyday business needs Process Automation & Improvement * Identify manual, redundant, or inefficient processes across the business and design automated or streamlined solutions * Build automations and integrations across business systems (e.g., Power Automate, Zapier, API-based integrations) to reduce manual work * Partner with functional teams to map workflows, understand pain points, and implement process improvements * Drive adoption of standardized tools and processes across business units * Measure and report on the impact of automation and process improvement initiatives Security, Identity & Compliance * Serve as the operational owner of identity and access management (Microsoft Entra ID), ensuring least-privilege access across a multi-tenant environment * Maintain change management and configuration management processes across supported systems * Ensure asset management practices are accurate and current across all entities * Partner with leadership on security posture, audit readiness, and compliance requirements Mergers & Acquisitions Integration * Lead systems and tools integration efforts during acquisitions, standardizing platforms, access, and workflows across newly acquired entities * Build and maintain integration playbooks to make future acquisitions faster and lower-risk * Consolidate disparate systems, vendors, and licensing into a centralized operating model * Coordinate onboarding of new entities' systems, data, and users into the parent organization's environment * Coordinate system scaling and migrations as new business units are integrated