Manager, IT Operations

Paths Management Services LLC; New York (NY); Hybrid; USD 125,000 - 135,000; Full time

Benefits offered by this job

Medical insurance

Dental & vision options

Flexible PTO

13+ paid holidays

Employee benefits program

Job summary

Paths Management seeks a Manager, IT Operations to lead day-to-day IT operations across corporate and property environments, translating strategy into execution while overseeing service delivery. You will manage two IT Support Specialists and the End User Technology Specialist, ensuring coverage and consistent performance.

The role requires collaboration with Digital Workplace and Network & Security teams, providing approximately 50% technical redundancy and maintaining operational continuity in

Qualifications

• Bachelor's degree preferred; equivalent experience will be considered.
• 7+ years of progressive IT experience with at least 2 years in people management.
• Experience managing IT operations, service desk, escalations, metrics, and support processes.

Responsibilities

• Lead daily IT operations across corporate and property environments to ensure timely, high-quality support.
• Directly manage, coach, and develop IT staff, set performance expectations, and manage coverage.
• Oversee service desk operations, backlog health, escalation management, and reporting.

Skills

Leadership & people management

Vendor management

Project management

Cross-functional collaboration

Education

Bachelor's degree in IT/CS/Business

Tools

Microsoft 365

Entra ID

Intune

Exchange Online

Windows endpoints

Networking

Firewalls

VPNs

Monitoring tools

Job description

Manager, Information Technology Operations

Paths Management is a full-scale, vertically integrated affordable housing developer, builder, and operator. Since 2004, the Paths team has been on a journey of growth, creating and preserving high-quality, affordable housing across the U.S. With over 16,000 units across 13 states under management and more than 600 employees, Paths manages a suite of capabilities spanning the entire property life cycle, including development, construction, property management, maintenance, and security.

Summary/Objective

The Manager, IT Operations leads day-to-day IT operations and service delivery and translates technology strategy into consistent execution. The role directly manages the two IT Support Specialists and the End User Technology Specialist; oversees service performance, escalations, operating metrics, and change coordination; and serves as the primary project manager for technology activities associated with property onboarding and offboarding. The manager works collaboratively with the Digital Workplace Systems Specialist and Network & Security Specialist and maintains sufficient hands-on technical capability and authorized access to provide approximately 50% technical redundancy across both areas during absences, incidents, projects, and periods of peak demand. In the absence of the Vice President, Information Technology, the manager acts in a leadership capacity to maintain operational continuity, coordinate department activities, and elevate decisions that require executive authority.

Classification

Exempt

Hybrid Schedule

Three (3) days in office and Two (2) days remote

Essential functions/Responsibilities

duties include but are not limited to the following:

Operations Leadership & Service Delivery

• Lead daily IT operations and ensure consistent, timely, and responsive support across corporate and property environments.
• Directly manage, coach, and develop two IT Support Specialists and the End User Technology Specialist, including work allocation, coverage planning, performance expectations, documentation standards, and professional development.
• Oversee service desk operations, ticket backlog health, escalation management, service quality, operating metrics, trend analysis, and recurring service-delivery reporting.
• Establish and maintain incident, request, problem, change, and escalation practices that support accountability and predictable outcomes.
• Serve as the operational escalation point for complex user-impacting issues and coordinate work across internal specialists and retained vendors.
• Develop and maintain service catalogs, escalation matrices, standard operating procedures, runbooks, knowledge articles, and operational dashboards.

Property Transition Project Management

• Serve as the primary IT project manager for property onboarding, offboarding, acquisitions, dispositions, and related transition activities.
• Develop transition plans, schedules, responsibilities, risks, dependencies, communications, and completion criteria in coordination with business stakeholders.
• Coordinate network setup and cutover activities, including ISP readiness, firewall and switching requirements, wireless coverage, vendor scheduling, equipment delivery, testing, and issue resolution.
• Coordinate user provisioning, device deployment, telecommunications, printing, application access, field support, and transition communications.
• Partner with All IT and other field-service providers to schedule, oversee, and validate hands-on property work.
• Conduct post-transition reviews and maintain repeatable transition standards, checklists, and lessons learned.

Technical Collaboration, Redundancy & Escalation Support

• Work collaboratively with the Digital Workplace Systems Specialist and Network & Security Specialist to coordinate operational priorities, escalations, incidents, projects, and cross-functional technology activities.
• Maintain working knowledge and authorized access sufficient to provide approximately 50% technical redundancy across Digital Workplace and Network & Security functions.
• Provide operational support for Microsoft 365, Entra ID, Intune, Exchange Online, endpoint administration, identity, access, and related escalations as coverage needs require.
• Provide operational support for network troubleshooting, firewalls, VPNs, connectivity, monitoring escalation, incident coordination, and vendor escalation as coverage needs require.
• Support root-cause analysis, major incident coordination, recovery activities, and communication during service disruptions.
• Participate in cross-training, documentation, and knowledge-transfer activities that strengthen continuity across the department.
• Support the Vice President, Information Technology with operational planning, budgeting inputs, performance reporting, risk identification, and department priorities.
• Act in a leadership capacity during the Vice President's absence to maintain operational continuity, coordinate department activities, and elevate material risk, cost, security, business-impact, or policy decisions for executive review.
• Manage operational relationships with retained providers, including All IT for field services and other operational technology vendors as assigned. Collaborate with the Network & Security Specialist when operational activities involve security monitoring, incident response, or cybersecurity-vendor support.
• Identify opportunities to reduce recurring incidents, automate manual work, improve tooling, strengthen documentation, and increase service efficiency.
• Promote secure, standardized, and auditable operating practices across all IT services.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred; equivalent experience will be considered.
• Seven or more years of progressive information technology experience, including at least two years of people-management or team-lead responsibility.
• Demonstrated experience managing IT operations, service desk functions, escalations, service metrics, and support processes.
• Demonstrated project-management experience involving infrastructure deployments, office or property openings, migrations, acquisitions, dispositions, or comparable transitions.
• Broad hands-on experience across Microsoft 365, Entra ID, Intune, Exchange Online, Windows endpoints, networking, firewalls, VPNs, and monitoring tools.
• Ability to work collaboratively with specialist roles and provide credible technical redundancy across digital workplace and network functions.
• Strong vendor-management, stakeholder-communication, documentation, prioritization, and problem-solving skills.
• Ability to manage competing priorities, lead through service disruptions, maintain continuity during leadership absences, and recognize when decisions require executive escalation.
• Preferred certifications include ITIL Foundation, Microsoft 365 or Azure certifications, Network+, Security+, CCNA, PMP, or comparable credentials.

Salary Range

$125,000 - $135,000

Benefits

• Medical Insurance: 100% of medical benefits paid for employees only
• Voluntary dental and vision plan options
• Flexible Paid Time Off
• 12 Paid Company Holidays
• FSA, Dependent Care, and Commuter Benefits
• Voluntary short-term disability, long-term disability, life insurance, dependent coverage
• Voluntary accident insurance, critical Illness insurance, and hospital indemnity Insurance
• Company paid Executive Whole Life Insurance coverage
• Employee Referral Program
• Employee Assistant Program (EAP)

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.