Manager, IT Operations and Service Delivery POST NUMBER: 449073
Salary: $120,000 5% bonus
Location: 3 days in Sarasota, FL office, 2 days remote
Snapshot/Environment:
Team Size: 3 Service Desk Analysts, 1 Service Desk Lead, 1 IAM Analyst
# of Users: 900 in over 50 locations
# of tickets/month: 1,200
MUST HAVES:
ITIL Certification (at least Foundation level)
Previous experience as a Service Desk/ITSM Manager
Job Summary:
Hiring a hands-on Sr. Manager of IT Support & Endpoint Operations. This role will deliver end-user technology services across Microsoft 365 device management, ITSM, IAM and vendor operations.
Cloud-First environment, own ITSM platform effectiveness, endpoint deployment (Autopilot, Intune), and lead IT support team
Key Responsibilities:
- Lead, mentor, and develop team members, fostering a collaborative and high-performance culture. Provide guidance, training, and KPI evaluations to team members.
- Serve as the primary point of escalation for customers
- Lead and manage the service desk to provide exceptional technical support and customer care. Ensure timely resolution of incidents and service requests, and continuously improve service desk processes.
- Oversee IAM processes. Collaborate with cybersecurity teams to enforce access policies and maintain data integrity.
- Manage IT Asset Management
- Lead the design, implementation, and continuous improvement of ITIL processes. Oversee ITSM platform management and ensure the effective use of the CMDB to maintain accurate and up-to-date information about the IT environment.
- End User Device Imaging & Deployment
- Vendor Management
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field; Master’s degree is a plus.
- 5 years of experience in IT operations or service delivery management
- 5 years of hands-on experience with Microsoft systems engineering, particularly in endpoint management and M365 support.
- 3 years of direct people management experience, leading cross-functional IT support teams in mid to large healthcare centric organizations
Technical Proficiency
- Strong knowledge of Microsoft 365 administration at the user and device level (e.g., Intune, AutoPilot, Outlook, Teams, OneDrive, SharePoint) and working familiarity with tenant-level governance in coordination with cloud engineering teams.
- PowerShell or other scripting languages for task automation and endpoint configuration.
- Entra ID, Conditional Access, Access Reviews
- Azure Virtual Desktop, Citrix, or VMWare Horizon as it relates to endpoint support
- ITSM & Governance knowledge & experience
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.