IT Operations Manager

Overview

At Shawmut Design and Construction, we take pride in the culture we’ve built as a 100% employee-owned company—one that’s been recognized with more than
100 Best Place to Work awards. We’ve been honored as a National Fortune Best Workplace, a Fortune Best Workplace for Women, Millennia ls, and Parents, and one of America’s Best Employers by Forbes—along with numerous regional recognitions across our 15 offices nationwide.

Here’s a glimpse into what we offer:

• Health, Dental, and Vision Insurance.
• Employee Stock Ownership Plan (ESOP) – Be an employee-owner!
• 401(K) with Company Match – Receive a company match up to 4% of your eligible pay.
• Generous Paid Time Off – vacation and sick time, 12 holidays, summer Fridays, and a yearly volunteer day.
• The Extras – Cell phone, laptop, tuition reimbursement, pet insurance, financial planning services, and more.

* Please Note:

this role works out of our Boston office 3x per week, with the option to work from home 2x per week.

Shawmut Design and Construction is hiring an IT Operations Manager to join the IT Senior Leadership Team. Reporting to the CIO, the IT Operations Manager owns the day-to-day delivery and continuous improvement of end user technology services across our national footprint. This role leads a team of seven service technicians and a desktop engineer (SCCM and Intune) distributed across four offices, and is accountable for end user support, end user device management, IT change control, support of corporate events, and the operation of our enterprise conference room environment.

The IT Operations Manager is a senior operator who sets standards, drives accountability, and partners with peer IT leaders to ensure that the technology our employees rely on every day is reliable, secure, and well-run.

What you’ll be doing:

End User Support

• Own the end-to-end end user support function across all offices, including service levels, escalation paths, on-call coverage, and after-hours support for business-critical events.
• Establish, publish, and enforce SLAs and OLAs in partnership with business stakeholders; track performance against them and report results to IT leadership.
• Drive a measurable, data-informed support practice: monitor ticket trends, first-contact resolution, mean time to resolve, CSAT, and backlog health, and translate findings into staffing, training, automation, and process changes.
• Serve as the senior escalation point for complex or high-visibility issues; lead major incident response for end user impacting events and own communications, root cause analysis, and corrective actions.
• Define and maintain the knowledge management practice — runbooks, internal KB articles, end user self-service content, and training — so that solutions are captured, reused, and continuously improved.

End User Device Management

• Own the lifecycle of all end user devices — laptops, desktops, tablets, and mobile phones — from standards and procurement through provisioning, refresh, and secure decommissioning.
• Direct the desktop engineer in the design, maintenance, and operation of the Microsoft SCCM and Intune/Endpoint Manager environments, including OS deployment, application packaging, patching, configuration baselines, and compliance reporting.
• Partner with Information Security to enforce endpoint security posture (encryption, EDR, patch compliance, identity and conditional access) and remediate findings on a defined cadence.
• Maintain accurate asset inventory, license positions, and warranty/lifecycle data; forecast hardware refresh and budget needs.
• Set and continuously improve standard images, application catalogs, and a self-service software distribution model that reduces manual touch.

IT Change Control

• Own and operate the IT change control process across the IT organization — intake, risk assessment, CAB review, approval, scheduling, communication, implementation, and post-implementation review.
• Chair the Change Advisory Board; ensure changes are properly documented, classified, tested, and communicated, with clear back-out plans and acceptance criteria.
• Maintain the forward schedule of change and the change calendar; coordinate with application,…