ICT Operations Manager

OUTDOOR LIVING SUPPLY LLC; Boston (MA); Remote; USD 115,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Company-paid Life Insurance

Company-paid Long-Term Disability (LTD

Legal Shield Coverage

Paid Time Off and Holidays

Job summary

Outdoor Living Supply LLC seeks an experienced Manager, IT Operations to oversee technology infrastructure, outsourced IT support, and service providers. You will lead a hands‑on team, ensure reliability and security, and drive improvements across all OLS locations.

The role requires a strong technical leader comfortable with collaborating with internal teams and external vendors to optimize costs and efficiency. Remote work options are available for qualified candidates.

Qualifications

• 10+ years in IT operations, infrastructure, service delivery, and leadership.
• Broad knowledge of enterprise networking, cloud infrastructure, Microsoft 365, identity management, and operations.
• Demonstrated experience managing outsourced IT services, MSPs, and third‑party vendors.
• Strong incident management, service delivery, performance measurement, and operational improvement knowledge.
• Bachelor’s degree preferred, with equivalent experience accepted.
• Relevant IT service management certifications are a plus.

Responsibilities

• Oversee performance, reliability, and availability of networks, Wi‑Fi, internet, servers, cloud infra, and telecoms across locations.
• Provide operational oversight of Microsoft 365, identity management, collaboration tools, and third‑party managed IT services.
• Identify infrastructure risks and coordinate improvements for reliability and scalability.
• Lead infrastructure initiatives with PM, internal teams, and external providers.
• Manage relationships with MSPs, outsourced IT, SaaS admins, security providers, and consultants.
• Establish service expectations and monitor vendor performance with accountability measures.
• Develop service standards and reporting on quality, recurring issues, and improvements.
• Support incident coordination and escalation with system teams.
• Partner with the virtual CISO and security providers to implement effective security.
• Advise CIO on planning, vendor performance, investments, and cost efficiency.
• Build productive IT/business relationships and drive improvements through collaboration.

Skills

IT operations

Infrastructure management

Vendor management

Service delivery

Technical leadership

Microsoft 365

Identity management

Education

Bachelor’s degree or equivalent experience

Tools

MS 365

Cloud infrastructure

Identity management systems

Job description

About the Role

Outdoor Living Supply (OLS) is a leading wholesale distributor of outdoor living products, serving professional contractors, dealers, and customers through a growing network of locations across the United States.

We are seeking an experienced Manager, IT Operations to oversee our technology infrastructure, outsourced IT support, and service providers. This opportunity is ideal for a hands-on technical leader who enjoys solving problems, improving service delivery, and making technology work better for employees. You’ll combine technical expertise with operational leadership to keep services reliable, secure, and efficient across OLS locations while helping shape technology improvements that support our growing business.

Responsibilities

• Oversee the performance, reliability, and availability of networks, Wi-Fi, internet connectivity, servers, cloud infrastructure, and telecommunications across all locations.
• Provide operational oversight of Microsoft 365, identity management, collaboration tools, and IT management systems administered by third-party providers.
• Identify infrastructure risks and recurring issues, and coordinate improvements that strengthen reliability, efficiency, and scalability.
• Lead infrastructure initiatives in partnership with project management, internal teams, and external providers.
• Manage relationships with managed service providers, outsourced IT support, SaaS administrators, security providers, and technology consultants.
• Establish service expectations, monitor vendor and service desk performance, and hold providers accountable for timely, effective support.
• Develop practical service standards and reporting that highlight service quality, recurring issues, and improvement opportunities.
• Support incident coordination and escalation in partnership with the teams responsible for individual systems.
• Partner with the virtual Chief Information Security Officer and security providers to implement effective security measures within assigned services.
• Advise the CIO on technology planning, vendor performance, investment decisions, and opportunities to improve costs and operational efficiency.
• Build productive relationships across IT and the business, leading improvements through collaboration and accountability.

Qualifications

• At least 10 years of progressive IT experience, including IT operations, infrastructure, service delivery, and technical leadership.
• Broad technical knowledge of enterprise networking, cloud infrastructure, Microsoft 365, identity management, and technology operations.
• Demonstrated experience managing outsourced IT services, managed service providers, and third-party technology vendors.
• Strong understanding of incident management, service delivery, performance measurement, and operational improvement.
• Bachelor’s degree preferred, with equivalent experience accepted.
• Relevant technical or IT service management certifications are a plus.

Compensation and Benefits

Base Salary:
$115,000-130,000 annually, commensurate with experience, qualifications, industry knowledge, and internal equity. Eligible for participation in a performance-based incentive program with competitive bonus earning potential based on company and store performance. Final compensation will be determined based on relevant experience, industry knowledge, leadership capabilities, and internal equity.

• Medical, Dental, and Vision Insurance
• Company-paid Life Insurance
• Company-paid Long-Term Disability (LTD)
• Legal/ID Shield Coverage
• Paid Time Off and Company Holidays

Work Conditions

This remote position requires a reliable high-speed internet connection and a dedicated, secure workspace. Work includes extensive computer use, virtual meetings, and collaboration with internal teams and external service providers. Periodic domestic travel to OLS locations, meetings, and training is required. Standard business hours are generally Monday through Friday, with flexibility to meet business needs. Occasional evening or weekend work may be required for critical incidents, system implementations, maintenance, and other business initiatives. The position involves prolonged periods of sitting and computer work, occasional standing and walking, frequent verbal communication, and occasionally lifting up to 15 pounds.