IT Infrastructure & Operations Manager

Description

Our Billings, Montana office is currently seeking an IT Infrastructure & Operations Manager
.

This is an on-site position in Billings, MT.

The IT Infrastructure & Operations Manager leads the daily delivery, reliability, and continuous improvement of the organization’s technology infrastructure and end-user computing environment. This role supports Reciprocity Industries, AVA Law Group, remote personnel, and company office locations. The manager oversees service desk operations, Microsoft 365 administration, endpoint and identity operations, network and workplace technology, asset lifecycle management, vendor coordination, and operational recovery capabilities.

This position partners closely with Security Operations, Software Development, Quality Assurance, Product Management, and business leaders to deliver reliable and scalable services while implementing approved security, governance, and compliance requirements. This is a hands-on, player-coach role. In addition to leading the team, the manager directly administers core technology platforms, participates in complex troubleshooting and major operational incidents, implements approved changes, and provides technical coverage when needed.

This is an IT operations leadership role. It is not accountable for security monitoring, threat detection and response, security investigations, security policy ownership, policy exceptions, or organizational risk acceptance.

• Lead daily IT operations and service delivery supporting all users, offices, and business functions.
• Direct service desk operations, work prioritization, escalations, major incident coordination, and problem-management activities.
• Establish and maintain operational procedures, support models, knowledge resources, and change-management practices.
• Ensure operational automations are documented, tested, securely managed, monitored, and supportable by other team members.
• Develop practical service reporting and baseline measures to identify recurring issues and improvement opportunities.
• Develop operational roadmaps and infrastructure improvement plans aligned with business priorities and the Director's technology strategy.
• Ensure clear communication during significant incidents, maintenance activities, and service changes.

• Oversee operational administration of Microsoft 365, Entra , Exchange Online, Teams, One Drive, SharePoint Online, Microsoft Purview, Microsoft Copilot services, Intune, and other assigned cloud services.
• Oversee network connectivity, wireless infrastructure, firewalls, VPN services, telephony, office technology, endpoint platforms, and related cloud infrastructure.
• Maintain reliable provisioning, configuration, monitoring, capacity planning, lifecycle management, and technical documentation.
• Maintain consistent endpoint standards, hardware inventory, asset controls, and configuration records.
• Support office openings, moves, expansions, and other workplace technology deployments.
• Implement approved security configurations and remediation activities in partnership with Security Operations. IT Operations executes approved controls but does not own security monitoring, investigations, or organizational risk decisions.

• Manage operational relationships with technology vendors, service providers, and support partners.
• Review vendor performance, coordinate support agreements and renewals, and manage service escalations.
• Participate in technology evaluations and vendor selection, coordinating with procurement and legal resources as required.
• Approve routine operational purchases, renewals, replacement equipment, and services within approved budgets, procurement requirements, and delegated spending authority.
• Develop and recommend annual operating and capital budgets, lifecycle forecasts, and business cases for larger technology investments.

• Maintain the operational components of business continuity and disaster recovery programs, including recovery documentation and testing support.
• Coordinate…