Manager, IT Operations

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.

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.

Exempt

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

duties include but are not limited to the following:

• 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.

• 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.

• 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 , 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…