IT Operations Manager

Axis Residential; Spokane (WA); On-site; USD 125,000 - 140,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

401(k) with company match

Paid holidays and vacation

Job summary

Axis Residential in Spokane, WA seeks an IT Operations Manager to lead daily IT service and help desk operations in-office. You will manage tickets, guide a service desk team, and partner with the Director of IT on initiatives, upgrades, and asset management.

The role requires 7+ years in IT with leadership experience, strong Windows/macOS, and proficiency in Microsoft 365/Azure AD. On-site work and a comprehensive benefits package are provided.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• 7+ years in IT support, help desk, and engineering roles with 2+ years in supervision.
• Experience supporting 300+ employees across locations preferred.
• Proficient with ticketing systems and remote support tools.
• Strong leadership, communication, and customer service skills.

Responsibilities

• Oversee day-to-day service desk operations and ensure SLAs are met.
• Manage ticketing system workflows, knowledge base, and triage processes.
• Escalate complex issues and coordinate with IT Systems Engineer.
• Administer Active Directory, Microsoft 365, Azure AD, and MFA.
• Lead onboarding/offboarding workflows and asset management.
• Develop IT policies, procedures, and end-user training.

Skills

Leadership

Communication

Windows/macOS

Microsoft 365/Azure

IT operations

Prioritization

Education

Bachelor's in IT/CS

Tools

ServiceNow

FreshService

Zendesk

Active Directory

Job description

Axis Residential is a forward-thinking, property management organization, specialized in operating 55 and older active adult communities. We have set ourselves apart as an industry leader who genuinely cares for the well-being and success of our people while creating an environment of meaningful community for our residents. Our success is a result of our team and culture- we take a relational and entrepreneurial approach to business, and our team members are authentic, curious, natural leaders who value the greater team. We love what we do, and we are committed to excellence in our work.

The Position

We are hiring for an IT Operations Manager to join our growing team in Spokane, WA (this is an in-office position). The IT Operations Manager will lead the day-to-day operations of the IT Service/Help Desk, ensuring employees across the organization receive timely, high-quality technical support. This role will manage the service desk team, ticketing processes, and support standards, and partners closely with the Director of IT on broader technology initiatives and projects.

• Oversee day-to-day service desk operations, ensuring tickets, calls, and requests are triaged, assigned, and resolved within established SLAs.
• Establish, monitor, and report on service desk KPIs (response times, resolution times, ticket backlog, customer satisfaction) and drive continuous improvement.
• Manage the IT ticketing/helpdesk software system, including workflows, categorization, and knowledge base content.
• Serve as an escalation point for complex or high-priority technical issues that front-line technicians cannot resolve.
• Assist coordination of hardware and software support, including desktop/laptop deployment, mobile device management, and end-user application support.
• Own the employee onboarding/offboarding technology process, ensuring new hires have equipment and system access on day one and departing employees are deprovisioned promptly.
• Develop and maintain service desk documentation, standard operating procedures, and self-service resources for end users.
• Contribute to IT policies and procedures aligned to enterprise governance and security frameworks, and support internal and external audits.
• Partner with the Director of IT and other IT team members on projects such as system rollouts, upgrades, and site technology needs.
• Track and manage IT asset inventory (laptops, phones, peripherals), including procurement, deployment, and retirement.
• Provide end-user training and communication on new systems, tools, and IT policies.
• Identify recurring issues and recommend process, tooling, or infrastructure improvements to reduce ticket volume.
• Administer and secure Active Directory, Microsoft 365, Okta, and related identity management systems, including group policies, SSO, and MFA.
• Partner with IT Systems Engineer on network operations, including firewalls, VPNs, switches, wireless systems, and WAN connectivity.
• Monitor system performance, capacity, and security posture; propose improvements and drive automation to increase efficiency.
• Automate routine administration and configuration management using scripting and infrastructure-as-code tools where appropriate.
• Lead or co-lead infrastructure projects such as upgrades, migrations, hardware refreshes, and SaaS/PaaS integrations, including planning, risk assessment, and documentation.

Other Duties

This job profile is not intended to be an all‑inclusive list of job duties and responsibilities, as one may be asked to perform additional tasks in order to meet the needs of the organization.

What We Are Seeking

• Must be a team player who takes a "we over me" approach to building and sustaining relationships with others.
• Must be determined, ambitious, and self-motivated.
• Bachelor's degree in Information Technology, Computer Science, or a related field strongly preferred. Equivalent combination of education and experience required.
• 7+ years of experience in IT support, help desk, and engineering roles, with at least 2 years in a supervisory or team lead capacity.
• Experience supporting a workforce of 300+ employees across multiple departments and/or locations preferred.
• Hands-on experience with ticketing systems (e.g., ServiceNow, FreshService, Zendesk) and remote support tools.
• Strong working knowledge of Windows/Mac OS, Microsoft 365, networking basics, and common business applications.
• Expert-level experience with Windows Server, Active Directory, Group Policy, and Microsoft 365/Azure AD; Linux experience is a plus.
• Strong communication skills and customer service orientation, with the ability to work effectively with stakeholders across departments in a growing organization. Must be proficient in speaking, reading, and writing in English.
• Strong leadership and coaching skills with the ability to develop a team.
• Ability to prioritize and manage multiple requests in a fast-paced environment.
• Solid troubleshooting and problem-solving skills across hardware, software, and connectivity issues.
• Experience developing and maintaining clear, accurate IT documentation, procedures, and technical resources.
• Familiarity with IT security best practices (password management, phishing awareness, endpoint protection).
• Valid driver's license and insured, operable vehicle.

Compensation and Benefits

• Competitive salary, $125,000 - $140,000 (based on experience).
• Annual performance review with potential merit increase.
• Medical, Dental, & Vision insurance - with 100% employer paid monthly premiums for associates.
• Flexible Spending Accounts- for healthcare and dependent care.
• Disability, AD&D, and Life insurance.
• 401(k) with 3% company contribution.
• Accrued vacation time, sick pay, 12 paid holidays per calendar year, personal day, and paid volunteer day.
• Employee Assistance Program.
• Charitable