IT Operations Manager
HomeWAV
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Benefits offered by this job
Job summary
HomeWAV is seeking a hands-on IT Operations Manager to lead internal IT operations and the Tier 2 Technical Support team supporting technology deployed in customer facilities. This role blends strong systems and infrastructure knowledge with people leadership, and involves guiding priorities while staying close to day-to-day technical work.
You will manage staffing, escalations, and cross-functional collaborations with Product, Engineering, and Support to ensure reliable service delivery.
Qualifications
- 5+ years in IT infrastructure, systems or network ops.
- 2+ years leading technical staff.
- Experience troubleshooting complex issues in a service environment.
- Experience supporting internal employee tech and/or customer-facing environments.
Responsibilities
- Lead, coach, and develop internal IT and Tier 2 Support teams for reliable service.
- Manage day-to-day staffing, priorities, and performance feedback.
- Oversee ticket escalations for timely resolution of issues.
- Collaborate with Product, Engineering, and Support for deployments and improvements.
- Maintain documentation and runbooks to support operations.
Skills
Education
Tools
Job description
Found in 2011, HomeWAV LLC has remained the industry leader in providing simple, secure inmate communication and technology solutions to correctional facilities across the country. Headquartered in St. Louis, Missouri, HomeWAV’s all-in-one patented platform offers video and voice calling, secure messaging, investigative tools, background filtering, tablet-based access to education, entertainment, reentry resources, and more. Serving facilities in over 30 states, upholding its pillars of Integrity, Innovation, and Impact to keep facilities safe and communities connected.
HomeWAV is seeking a hands-on IT Operations Manager to lead internal IT operations and the Tier 2 Technical Support team supporting technology deployed in customer facilities. This role is ideal for an experienced IT professional who enjoys solving technical problems, developing people, and improving systems while remaining actively involved in day-to-day technical work.
The successful candidate will combine strong systems and infrastructure knowledge with practical team leadership. This is a working-manager role: you will guide the team, manage priorities and escalations, and partner across the organization while remaining close to the technology and troubleshooting work.
This position may be an excellent next step for an experienced IT Team Lead, Senior Systems Administrator, Infrastructure Lead, Systems Engineer, or Technical Support leader ready to expand into broader people and operational leadership.
- Lead, coach, and develop the internal IT and Tier 2 Technical Support teams, fostering accountability, service quality, and continuous learning.
- Manage day-to-day staffing, work prioritization, performance feedback, and development of technical team members.
- Oversee ticket prioritization and escalations to support timely, effective resolution of employee and customer technical issues.
- Partner with Tier 1 Support to maintain consistent troubleshooting and escalation processes.
- Collaborate with Product, Engineering, Dispatch, Inventory, Project Management, Configuration, and Customer Support to support reliable service delivery.
- Support the reliable operation of networks, servers, cloud services, endpoints, collaboration platforms, and employee technology.
- Administer and improve identity and access management, including Entra ID/Azure AD, MFA, and SSO.
- Oversee endpoint management, patching, device security, vulnerability remediation, and hardware provisioning.
- Maintain practical standards for hardware configuration, lifecycle management, asset tracking, and employee hardware procurement.
- Remain hands-on in troubleshooting complex systems, endpoint, network, and access issues when escalation is needed.
- Oversee Tier 2 support for communication technology and hardware deployed in customer facilities.
- Serve as a key escalation resource for complex hardware, infrastructure, and field-support issues.
- Partner with Product and Engineering on deployments, integrations, hardware revisions, and technical troubleshooting.
- Support testing and validation of new hardware platforms and product features before production rollout.
- Monitor recurring issues and recommend practical improvements that strengthen reliability and supportability.
- Implement and maintain practical cybersecurity controls, including endpoint protection, access controls, vulnerability management, and security monitoring.
- Support centralized management and monitoring of IT systems, endpoints, network infrastructure, and deployed devices.
- Maintain compliance with internal security policies and support security audits and SOC 2-related requirements.
- Participate in incident response, disaster recovery, and business continuity planning and testing.
- Maintain clear technical documentation and recovery procedures.
- Establish and track meaningful service levels, operational metrics, and team performance indicators.
- Develop and maintain troubleshooting playbooks, technical documentation, and repeatable operating procedures.
- Evaluate third-party vendors and infrastructure tools for performance, cost, and fit.
- Identify infrastructure risks, technology needs, and improvement opportunities and provide recommendations to leadership.
- Partner with the Sr. Director of Product Management and other leaders to execute and continuously improve the IT operations roadmap.
- Support infrastructure budgeting, purchasing, capacity planning, hardware refresh planning, and responsible cost management.
The responsibilities listed above are representative of the role.Additionalduties may be assigned to meet the needs of the organization.
- Travel Requirement: Up to 10%.
- Physical Requirements: None.
- HomeWAV HQ in St. Louis, Missouri.
- 5+ years of progressive experience in IT infrastructure, systems administration, network administration, technical support, or a related IT operations environment.
- 2+ years of experience leading, supervising, or mentoring technical employees.
- Experience troubleshooting complex technical issues and supporting escalations in a service-oriented environment.
- Experience supporting internal employee technology and/or customer-facing technical environments.
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience.
- Working knowledge of Microsoft 365, Active Directory/Entra ID (Azure AD), MFA, and SSO.
- Experience with endpoint management and device security, such as Microsoft Intune/Endpoint Manager and Defender or comparable tools.
- Solid understanding of enterprise networking fundamentals, including routing, switching, VPNs, and network segmentation.
- Strong systems troubleshooting skills and the ability to serve as an escalation resource for complex issues.
- Ability to create and maintain useful technical documentation, operational procedures, and support standards.
- Experience with communication technology, telecommunications, IoT/edge devices, or hardware deployed in customer or field environments.
- Experience supporting Android-based devices or large-scale hardware deployments.
- Experience with system monitoring or observability tools.
- Experience working in regulated or security-sensitive environments, including SOC 2 environments.
- Relevant technical certifications in Microsoft/Azure, CompTIA, Cisco, AWS, ITIL, or similar areas.
- Hands-on, practical leadership style with a willingness to work alongside the team.
- Strong problem-solving, prioritization, and organizational skills.
- Clear written and verbal communication with both technical and nontechnical partners.
- Ability to balance immediate operational needs with longer-term improvements.
- Strong relationship-building and cross-functional collaboration skills.
- Health & Wellness: Medical, dental, and vision coverage, along with supplemental coverage options such as critical illness and accident insurance.
- Parental Leave: Maternity, Paternity & Parental Leave
- Financial Security: 401(k) plan with company contribution, life insurance, and disability coverage.
- Time Off & Flexibility: PTO, paid holidays, and work-life balance initiatives.
- Growth & Development: Training and career development opportunities.
- Culture: Purpose-driven work environment supported by company events, team celebrations, employee merchandise discounts, and discounted gym memberships.
EQUAL EMPLOYMENT OPPORTUNITY: HomeWAV is an Equal Opportunity Employer and is committed to providing a workplace free from discrimination. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local laws.
DISCLAIMER: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.
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