Hybrid IT Operations Leader: AI & Security

Usagain, Llc; West Chicago (IL); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision

STD

LTD

401(k)

Life & AD Insurance

9 paid holidays

Safety bucks

Wellness programs

Job summary

USAgain is hiring an IS Operations Manager in West Chicago, IL, to lead our information systems support team and keep our technology and business applications running smoothly.

This hands-on leadership role covers end-user support, support for the software our operations depend on, Microsoft 365 administration, email security, device management, network infrastructure, and leading USAgain's adoption of AI tools.

Qualifications

• 6+ years in IT or IS support with 3+ years leading a team.
• Hands-on Microsoft 365 administration (Exchange Online, Entra ID, Teams).
• Networking, email security, MFA, and endpoint protection experience.
• Experience supporting business applications and vendors.
• Familiarity with cPanel/WHM, web hosting, and MySQL administration.
• Familiarity with APIs, PHP, and MySQL databases.
• Strong troubleshooting across Windows, macOS, and mobile devices.
• Clear communication to non-technical staff.

Responsibilities

• Lead, schedule, and develop the hardware and software support team.
• Set priorities and manage the ticket queue with metrics.
• Escalation point for complex/high-impact issues.
• Document procedures and build a knowledge base.
• Oversee help desk for computers, peripherals, phones, and network.
• Support business applications and integrations with mobile apps and payroll.
• Evaluate AI tools (e.g., Microsoft 365 Copilot) to boost productivity.
• Rollout, configure, and license approved AI tools.
• Set policies for safe AI use including data protection.
• Train staff on effective AI tool usage.
• Identify opportunities to automate tasks with AI.
• Manage devices via Intune or equivalent.
• Set up/maintain Local/WAN networks, switches, routers, firewalls, Wi-Fi.
• Manage VPN and secure remote access; monitor performance.
• Troubleshoot connectivity issues.

Tools

Microsoft 365

Intune

Networking

Security tools

APIs & MySQL

Job description

USAgain is hiring an IS Operations Manager in West Chicago, IL, to lead our information systems support team and keep our technology and business applications running smoothly.

This hands-on leadership role covers end-user support, support for the software our operations depend on, Microsoft 365 administration, email security, device management, network infrastructure, and leading USAgain's adoption of AI tools.