IT Operations Manager

About this role

• **IT Operations Manager** **About Trilogy Innovations** At Trilogy Innovations, we are committed to driving meaningful change for our customers and communities through smart, innovative technology that solves real problems.
• As a growing systems and software engineering company, we partner across public and private sectors to modernize enterprise systems, strengthen security, and deliver high value solutions.
• We are scaling with purpose, investing in our people, processes, and platforms as we expand.
• We work hard, think creatively, and value every perspective as we push boundaries and build systems that matter.
• **Who you are** The IT Operations Manager leads Trilogy Innovations' internal technical support operations and core infrastructure services.
• This role is responsible for directing help desk personnel, managing day-to-day IT service delivery, administering Microsoft 365 / Entra ID environments and licensing, managing internal AWS cloud resources, and overseeing the administration of Atlassian collaboration and service tooling.
• Sitting at the center of operational efficiency, end-user support, and technical governance, you ensure our workforce has secure, reliable access to the tools they need while maintaining system health, compliance posture, and cost transparency.
• You are both a hands-on technical problem-solver and a supportive team leader who elevates service standards across the company.
• **What you will do:** * Lead internal infrastructure strategy across AWS, Microsoft 365, DevSecOps, and physical IT environments.
• * Establish standards and protocols that reduce tech debt, eliminate system duplication, and increase reliability.
• IT Operations Leadership * Team Leadership & Service Delivery: Lead, mentor, and schedule help desk / tier 1-3 support personnel, establishing clear escalation paths, resolution metrics (SLAs/SLOs), and customer service excellence.
• * Intake & Service Management: Champion and manage the internal service desk using Jira Service Management (JSM) to track hardware, software, onboarding, and access requests, reducing unstructured email requests.
• * Asset & Hardware Lifecycle: Manage end-user equipment procurement, provisioning, asset tracking, inventory, warranty maintenance, and secure hardware disposal/wiping.
• * Onboarding & Offboarding: Partner with HR to ensure seamless, day-one technical onboarding and secure, automated offboarding workflows.
• Systems Oversight & Optimization * Microsoft Entra ID (Azure AD): Serve as primary administrator for Entra ID, including user provisioning/de-provisioning, role-based access controls (RBAC), Conditional Access policies, Multi-Factor Authentication (MFA), and Single Sign-On (SSO) integrations.
• * Microsoft 365 & Licensing: Manage and optimize the enterprise Microsoft licensing footprint (M365 E3/E5, Business, add-ons); regularly audit license allocation, eliminate unused seats, and govern Exchange Online, SharePoint, Teams, and OneDrive.
• * Endpoint Management: Manage internal workstation policies, configuration baselines, compliance profiles, and patch management via Microsoft Intune.
• Cloud & Infrastructure Operations * AWS Cloud Administration: Manage and monitor internal AWS accounts, IAM users/roles, VPC networking, EC2, S3, and related foundational cloud services.
• * Cost & Capacity Optimization: Monitor AWS and cloud usage to improve visibility, enforce tagging standards, eliminate orphaned resources, and optimize monthly operational expenditures.
• * System Reliability & Backups: Oversee routine system maintenance, backup schedules, disaster recovery testing, and baseline monitoring for internal engineering and business tools.
• Atlassian Ecosystem & Knowledge Management * Atlassian Administration: Administer Trilogy's Atlassian stack (Jira Software, Jira Service Management, Confluence), including user access, group permissions, workflows, custom fields, and scheme configurations.
• * Knowledge Base (Atlas / Confluence): Lead the structural design, space governance, and maintenance of Confluence as Trilogy's central knowledge hub and single source of truth for standard operating procedures (SOPs) and end-user documentation.
• Compliance, Security & Governance * Access Governance: Own and automate identity and access management (IAM) lifecycle controls and periodic access review certifications.
• * Audit & Security Support: Maintain operational alignment with compliance and security standards (e.g., CMMC, NIST SP 800-171, SOC 2, ISO 9001); assist with vulnerability remediation, internal audits, and infrastructure readiness assessments.
• * Vendor & Budget Tracking: Assist leadership in tracking IT operational budgets, vendor renewals, software subscriptions, and service agreements.
• **Key traits:** * Service-Oriented Leader: Empathetic, calm under pressure, and dedicated to empowering end-users and supporting analysts.
• * Practical Problem Solver: Able to balance operational firefighting with proactive, automated solutions to eliminate repetitive tasks.
• * Process & Systems Thinker: Enjoys documenting workflows, establishing clear SOPs, and turning chaotic requests into structured, repeatable processes.
• **What you bring** We require: * Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent direct experience) * 6+ years of experience in technical infrastructure, DevSecOps, internal engineering, or enterprise IT leadership, with at least 2+ years supervising or leading help desk / support staff.
• * Demonstrated success managing cloud-native platforms (e.g., AWS, Azure), Microsoft environments, and enterprise systems governance.
• * Proven experience implementing security frameworks and compliance models (e.g., CMMC, NIST, SOC II).
• * Strong communicator and collaborator with a track record of successful cross-functional leadership.
• **Nice to have:** * Relevant certifications: AWS Certified Solutions Architect / SysOps Administrator, Microsoft Certified: Identity and Access Administrator (SC-300), M365 Fundamentals/Administrator, or Atlassian Certified Professional.
• * Experience in government contracting (GovCon) or high-compliance cloud environments (e.g., AWS GovCloud).
• * Experience with mobile device management (MDM) / Intune and basic automation scripting (PowerShell, Bash, or Python).
• **Work environment:** Hybrid, Bridgeport, WV or locality with up to 10% travel **Compensation and Benefits:** * Competitive salary based on experience * Performance bonus eligibility * 401k with company match * Medical, dental, and vision coverage * Life and disability insurance * Health Savings Account * Professional development programs * Employee referral bonus program **Why Trilogy Innovations** At Trilogy Innovations, we believe strong teams build meaningful solutions.
• We deliver high quality systems and software engineering services across public and private sectors, supporting complex and mission critical environments with integrity, collaboration, and care.
• Since 2010, our talented team has partnered with organizations such as the FBI, U.S.
• Air Force, NASA, Department of Education, Department of Energy, DHS, SOCOM, and leading private sector clients.
• We are known for combining technical excellence with a thoughtful, people first approach.
• At Trilogy, you will work alongside smart, committed professionals in a supportive, learning oriented environment.
• We value innovation, accountability, and continuous growth, and we encourage our people to bring both expertise and humanity to the work they do.
• If you are looking to contribute to impactful work while growing your skills in a collaborative and forward-thinking organization, Trilogy Innovations is a place where you can do just that.
• *Trilogy Innovations, Inc.
• provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
• This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.* **Applicant Privacy Notice** Trilogy Innovations, Inc.
• collects and processes personal information you provide when applying for a position through our careers site, which is powered by JazzHR.

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