IT Operations Manager

About Trilogy Innovations

At Trilogy Innovations, we are committed to driving meaningful change for our customers and communities through smart, innovative technology that solves real problems. As a growing systems and software engineering company, we partner across public and private sectors to modernize enterprise systems, strengthen security, and deliver high value solutions. We are scaling with purpose, investing in our people, processes, and platforms as we expand.

We work hard, think creatively, and value every perspective as we push boundaries and build systems that matter.

Who you are

The IT Operations Manager leads Trilogy Innovations’ internal technical support operations and core infrastructure services. This role is responsible for directing help desk personnel, managing day‑to‑day IT service delivery, administering Microsoft 365 / Entra  and licensing, managing internal AWS cloud resources, and overseeing the administration of Atlassian collaboration and service tooling.

Sitting at the center of operational efficiency, end‑user support, and technical governance, you ensure our workforce has secure, reliable access to the tools they need while maintaining system health, compliance posture, and cost transparency. You are both a hands‑on technical problem‑solver and a supportive team leader who elevates service standards across the company.

• Lead internal infrastructure strategy across AWS, Microsoft 365, Dev Sec Ops , and physical IT environments.
• Establish standards and protocols that reduce tech debt, eliminate system duplication, and increase reliability.

• Team Leadership & Service Delivery:
  Lead, mentor, and schedule help desk / tier 1–3 support personnel, establishing clear escalation paths, resolution metrics (SLAs/SLOs), and customer service excellence.
• Intake & Service Management:
  Champion and manage the internal service desk using Jira Service Management (JSM) to track hardware, software, onboarding, and access requests, reducing unstructured email requests.
• Asset & Hardware Lifecycle:
  Manage end‑user equipment procurement, provisioning, asset tracking, inventory, warranty maintenance, and secure hardware disposal/wiping.
• Onboarding & Offboarding:
  Partner with HR to ensure seamless, day‑one technical onboarding and secure, automated offboarding workflows.

• Microsoft Entra  (Azure AD):
  Serve as primary administrator for Entra , including user provisioning/de‑provisioning, role‑based access controls (RBAC), Conditional Access policies, Multi‑Factor Authentication (MFA), and Single Sign‑On (SSO) integrations.
• Microsoft 365 & Licensing:
  Manage and optimize the enterprise Microsoft licensing footprint (M365 E3/E5, Business, add‑ons); regularly audit license allocation, eliminate unused seats, and govern Exchange Online, SharePoint, Teams, and One Drive.
• Endpoint Management:
  Manage internal workstation policies, configuration baselines, compliance profiles, and patch management via Microsoft Intune.

• AWS Cloud Administration:
  Manage and monitor internal AWS accounts, IAM users/roles, VPC networking, EC2, S3, and related foundational cloud services.
• Cost & Capacity Optimization:
  Monitor AWS and cloud usage to improve visibility, enforce tagging standards, eliminate orphaned resources, and optimize monthly operational expenditures.
• System Reliability & Backups:
  Oversee routine system maintenance, backup schedules, disaster recovery testing, and baseline monitoring for internal engineering and business tools.

• Atlassian Administration:
  Administer Trilogy’s Atlassian stack (Jira Software, Jira Service Management, Confluence),…