IT Operations Manager

JOB SUMMARY

The IT Operations Manager is responsible for the management, reliability, security, and continuous improvement of Gratsy's internal technology environment. This role oversees IT infrastructure, networking, end-user technology, Apple Business Manager, asset inventory, A/V systems, approved AI tools, and the relationship with Gratsy's Third-Party Network & IT Partner.

This position combines hands-on technical leadership with team management and technology strategy. The IT Operations Manager will serve as an escalation point for complex technical issues, support cybersecurity and SOC II compliance initiatives, and manage Gratsy's A/V technology environment. Responsibilities include and are not limited to the below:

ESSENTIAL DUTIES, FUNCTIONS, AND RESPONSIBILITIES

• Oversee daily IT operations and service delivery, ensuring reliable performance of critical business systems, networks, devices, and workplace technology.

• Manage Gratsy's IT infrastructure, networking, connectivity, end-user technology, system access, and technology lifecycle needs.

• Own the administration of Apple Business Manager and support the provisioning, configuration, security, maintenance, replacement, and retirement of Gratsy's Apple devices.

• Serve as the primary internal owner of the relationship with Gratsy's Third-Party Network & IT Partner, managing service delivery, escalations, technology projects, cybesecurity training, security initiatives, and ongoing performance.

• Serve as an escalation point for complex technical issues and coordinate internal and external resources through resolution.

• Co-manage Gratsy's annual SOC 2 audit and ongoing SOC 2 compliance efforts, including evidence collection, control documentation, remediation tracking, audit coordination, and continued adherence to established security and operational controls.

• Oversee Gratsy's approved AI technology environment, including tool administration, access, security, appropriate usage standards, and evaluation of new AI capabilities.

• Expertly manage conference room, meeting, and office A/V technology to ensure reliable support for employees, leadership, and client meetings.

• Partner with leadership on technology planning, budgeting, vendor evaluation, system modernization, and long-term technology strategy.

• Comply with all company policies and procedures and perform other duties as assigned.

EDUCATION & RELATED EXPERIENCE REQUIRED

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or related field preferred; equivalent professional experience considered.

• 8+ years of progressive IT experience.

• Leadership, supervisory, or team-lead experience required.

• Strong professional experience with systems administration, IT infrastructure, networking, and enterprise end-user technology.

• Strong Apple and macOS experience required; Apple Business Manager experience strongly preferred.

• Experience managing technology assets and device lifecycle processes.

• Experience working with outsourced IT providers, managed service providers, or similar third-party technology partners.

• Knowledge of cybersecurity best practices, access management, endpoint protection, network security, patch management, and incident response.

• Experience supporting SOC 2 audits, compliance programs, security audits, or similar control-based compliance initiatives strongly preferred.

• Exposure to automation, scripting, AI tools, integrations, or process-improvement initiatives.

• Experience in an agency, startup, project-based, or fast-paced operational environment preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong technical knowledge of IT infrastructure, networking, systems administration, Apple environments, and end-user technology.

• Strong leadership skills with the ability to mentor and develop technical team members.

• High degree of ownership, accountability, organization, and attention to detail.

• Strong analytical, critical-thinking, troubleshooting, and problem-solving skills.

• Ability to manage multiple technical projects and operational priorities simultaneously.

• Strong vendor and relationship-management skills.

• Working knowledge of cybersecurity, technology risk management, compliance, and audit-readiness practices.

• Ability to translate technical concepts and risks into clear business recommendations for employees and leadership.

• Proactive, continuous improvement mindset.

• Excellent written and verbal communication skills.

• Ability to exercise sound judgment and maintain confidentiality when handling sensitive company, client, employee, and security information.