Senior Manager Technology Operations

At Primrose, our mission - to forge a path that leads to a brighter future for all children - is why we do what we do each day. Primrose provides a life‑changing early learning experience for children and their families. We believe who children become is as important as what they know.

We make every effort to ensure everyone feels they belong in our Primrose community. Our commitment to Belongingness means we seek similarities and respect differences in our unique backgrounds, life experiences and perspectives.

The Senior Manager, Technology Operations is a hands‑on operational leader responsible for the stability, security, and scalability of Primrose School Franchising's technology environment. This role owns the day‑to‑day health of corporate and franchise‑facing technology systems, leads the Change Advisory Board (CAB) process, manages the IT help desk, and serves as the primary point of accountability for infrastructure, cybersecurity, and vendor performance.

Equally important is the ability to translate technology operations into business terms — communicating risk, cost, and capability to non‑technical stakeholders across a 567‑school franchise network. This is a full‑time role.

• Own the design, reliability, and performance of corporate IT infrastructure including network, cloud, endpoint, and telecommunications environments.
• Lead capacity planning, lifecycle management, and refresh planning for hardware and software assets.
• Oversee business continuity and disaster recovery planning, documentation, and annual testing.
• Manage technology standup for new school openings (NSO tech readiness track), coordinating across departments to ensure franchise locations are operational on day one.
• Own the corporate cybersecurity program including 24/7 SOC monitoring, endpoint protection, vulnerability management, and franchise owner security awareness training.
• Maintain the IT risk register and ensure technology controls meet audit requirements (SOC 2, PCI, and applicable regulatory frameworks).
• Lead incident response coordination and post‑incident reviews.

• Own the CAB process end-to-end: chair weekly meetings, maintain the change log, enforce change windows, and ensure proper risk assessment and rollback planning for all significant technology changes.
• Drive continuous improvement of change management practices and educate stakeholders on the process.
• Serve as the escalation point for emergency changes and conflict resolution between change owners.
• Translate technology operations performance and risk into plain‑language reporting for the executive leadership team.
• Serve as the technology operations voice in cross‑functional initiatives, including platform migrations, new school launches, and process improvement work streams.
• Support franchise owner communications related to technology outages, changes, and new capabilities.

• Lead the IT Help Desk function, championing a service‑oriented support culture with particular sensitivity to franchise owner and school‑level end users.
• Track and report on help desk KPIs; drive root cause analysis on recurring incidents to eliminate systemic issues.
• Own the full IT asset lifecycle from procurement through disposition, including asset tracking, warranty management, and ITAD.
• Develop, manage, and optimize the technology operations budget; track actuals against plan and provide variance commentary to the CIO.

• Lead, develop, and mentor a team of technology operations professionals including help desk, systems, and security staff.
• Set…