IT Operations Manager

Swooped; United States; Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Retirement plan with employer matching

Flexible paid time off and holidays

Paid parental leave

Remote work stipend for phone and inet

Job summary

Swooped in the United States seeks a full-time IT Operations Manager to oversee day-to-day IT operations, endpoint security, and technical support across headquarters and multiple business units.

You will own the core IT tooling stack, manage external providers, and drive migration to a centralized platform while ensuring SOC 2 readiness and audit-ready controls.

Qualifications

• 7+ years in IT operations or infrastructure, incl. 3+ years leading IT operations or MSPs.
• Hands-on administration with Microsoft 365/Entra ID and Google Workspace.
• Experience with RMM/EDR platforms and multi-tenant security tooling.

Responsibilities

• Own IT service management across headquarters and units; manage SLAs with MSPs.
• Handle JML provisioning across M365, Google Workspace, AWS; align with HR data in Rippling.
• Maintain the IT Operations Runbook and escalation pathways.
• Administer RMM/EDR stack and endpoint protection; reconcile device inventories.
• Manage email and DNS security across multi-tenant environments (Abnormal Security, Cisco Umbrella).
• Lead IT/security integration for migrations to centralized tooling; manage vendor onboarding/offboarding.

Skills

IT operations leadership

Microsoft 365 / Entra ID

Google Workspace

RMM

EDR

AWS

Azure

SOC 2 / ISO audits

Vendor MSP management

Executive communication

Education

Bachelor's degree in IT or Computer Science

Tools

NinjaOne

SentinelOne

Abnormal Security

Cisco Umbrella

Rippling

Job description

The organization is seeking a full-time IT Operations Manager based in the United States to oversee day-to-day IT operations, endpoint security, and technical support across headquarters and multiple operating business units. This role serves as the hands-on owner of the core IT tooling stack, manages relationships with external service providers, and leads the migration of business units onto a unified, centrally managed platform.

Operating in a multi-unit environment, this position balances enterprise-wide standards with business-specific systems, audit schedules, and operational deadlines. The IT Operations Manager also provides the documentation, technical evidence, and controls required for SOC 2 and related security certifications.

Key Responsibilities

• Own IT service management across headquarters and operating units, managing ticket quality, issue escalations, and service level agreements (SLAs) with external helpdesk and managed service providers.
• Execute joiner, mover, and leaver (JML) processes, provisioning and deprovisioning access across Microsoft 365, Google Workspace, AWS, and business applications in coordination with HR identity data in Rippling.
• Maintain and update the IT Operations Runbook, encompassing systems, operational procedures, directory contacts, and escalation pathways.
• Administer the remote monitoring and management (RMM) and endpoint detection and response (EDR) stack, reconciling device inventories across NinjaOne and SentinelOne.
• Administer email and web security platforms, including Abnormal Security and Cisco Umbrella, across multi-tenant and international environments.
• Enforce security agent installation and device compliance across all company-managed hardware, actively remediating non-compliant endpoints.
• Triage incoming security alerts and integration health issues, routing tasks to appropriate internal teams or external vendors.
• Support cloud infrastructure access and landing zones in AWS, keeping operational architecture documentation current.
• Configure and manage identity, access controls, and administrative settings across Microsoft 365 and Google Workspace tenants.
• Lead IT and security integration workstreams to migrate newly acquired or separate business units from legacy providers to centralized, in-house tooling.
• Hold external vendors and managed service providers accountable to project milestones, onboarding and offboarding timelines, and tooling deprecation schedules.
• Review and approve vendor invoices and oversee hardware procurement processes with suppliers.
• Gather and provide device, access, and configuration evidence to support SOC 2, ISO, and other compliance audits.
• Remediate audit findings and maintain a continuous compliance framework to ensure infrastructure remains audit-ready.

Required Qualifications

• 7+ years of experience in IT operations or infrastructure, including at least 3 years leading IT operations or managing managed service providers (MSPs).
• Hands-on administration experience with Microsoft 365 / Entra ID and Google Workspace, including identity, access management, and tenant configurations.
• Hands-on experience with RMM and EDR platforms.
• Working knowledge of AWS and Azure, including IAM, account structures, and landing zones.
• Demonstrated success managing outsourced helpdesk or MSP contracts against strict SLAs and delivery deadlines.
• Practical experience supporting SOC 2 or ISO 27001 audits with technical and operational evidence.
• Experience with M&A IT integrations or managing environments spanning multiple tenants and business units.
• Proven ability to communicate technical concepts clearly in writing to executive leadership, technical partners, and non-technical staff.
• Bachelor's degree in IT, computer science, or a related field, or equivalent practical experience.

Preferred Qualifications

• Hands-on experience with NinjaOne for device management and SentinelOne for endpoint detection and response.
• Experience managing email and DNS security tools such as Abnormal Security or Cisco Umbrella.
• Scripting and automation capabilities using PowerShell, Bash, or Python.
• Industry certifications, such as ITIL 4 Foundation, Microsoft 365 Administrator Expert, or AWS Certified SysOps Administrator.
• Information security credentials, such as CompTIA Security+, CISSP, or CISM.
• Familiarity with GDPR requirements and managing European data residency across multiple tenants.
• Experience collaborating with distributed global teams, including scheduling overlap with India Standard Time (IST).

Benefits and Employment Terms

• Retirement plan with employer matching.
• Flexible paid time off and observed company holidays.
• Paid parental leave.
• Remote work stipend for phone and internet expenses.
• This position is offered on a direct-hire basis; Corp-to-Corp (C2C) arrangements are not accepted.
• Final candidates must successfully complete a pre-employment background check.

Equal Opportunity and Accommodations

The hiring organization 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, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws.

Reasonable accommodations are provided for individuals with disabilities throughout the application and interview processes, in the performance of essential job functions, and in access to employment benefits and privileges.