IT Operations Manager and Systems Administrator

Hands-On IT Operations, Help Desk, Identity, Access, SSO, and Security Administration

Role Summary

The IT Operations Manager and Systems Administrator is a hands‑on role responsible for running day‑to‑day IT operations while improving the company’s systems, access controls, support processes, and security posture.

The right person must be comfortable personally doing the work: resolving tickets, managing the Help Desk, provisioning and deprovisioning users, configuring SSO, maintaining Microsoft 365, managing devices, cleaning up access, supporting security controls, and tracking which systems exist and who has access to them.

This role requires someone who can both manage IT support associates and jump into the queue, troubleshoot issues, document processes, clean up systems, and execute operational improvements. Success will come from stronger control over users, devices, applications, access, and day‑to‑day IT service delivery.

• Enjoys hands‑on IT administration and problem‐solving
• Is willing to work directly in systems, tickets, admin portals, and documentation
• Can manage the Help Desk while also serving as an escalation point
• Takes ownership of provisioning, access cleanup, SSO, device management, and security controls
• Is comfortable with both routine operational work and improvement projects
• Wants to make the environment cleaner, more reliable, more secure, and easier to manage

Systems Administration

• Administer and improve Microsoft 365, Entra , Intune, SharePoint, and related systems
• Maintain system configurations, groups, permissions, policies, and administrative settings
• Identify and clean up legacy configurations, stale accounts, unused groups, and inconsistent settings
• Troubleshoot system, user, device, and application issues
• Maintain documentation for systems, processes, access, ownership, and support procedures
• Track all key business and IT systems, including owners, users, access levels, and support contacts

IT Operations and Help Desk Management

• Run daily IT support operations across corporate and field locations
• Manage remote and in‑house Help Desk associates
• Monitor ticket intake, prioritization, escalation, and resolution
• Personally handle escalated, complex, or high‑impact support issues
• Ensure consistent use of ticketing, documentation, and support processes
• Identify recurring issues and resolve root causes
• Improve Help Desk responsiveness, accountability, and service quality
• Support end users directly when needed, including hardware, software, access, device, and account issues

SSO, Authentication and Access Control

• Configure, maintain, and troubleshoot SSO integrations for business applications
• Support SAML, OIDC, MFA, Conditional Access, and related identity controls
• Maintain accurate documentation of SSO‑enabled applications and access requirements
• Troubleshoot login, authentication, permissions, and account synchronization issues
• Support the transition from hybrid Active Directory to Entra  appropriate
• Ensure access is secure, auditable, and aligned to business roles

Identity, Access and Provisioning

• Own user provisioning, deprovisioning, and role‑change processes
• Ensure timely and accurate account creation, access assignment, and access removal
• Maintain access control standards across Microsoft 365, Entra , SaaS platforms, and business applications
• Implement and maintain RBAC, security groups, dynamic groups, and access structures
• Support periodic access reviews and permission cleanup
• Partner with HR and business teams to align employee lifecycle events with access changes
• Reduce manual provisioning where practical through workflow improvements and automation

Process Improvement and Automation

• Improve onboarding, offboarding, access requests, device provisioning, and support workflows
• Create repeatable, documented processes that reduce manual effort and errors
• Use Microsoft 365 tools, Power Automate, scripting, or other practical methods to automate routine work
• Standardize how requests are submitted, approved, fulfilled, and documented
• Focus on operational improvements that make IT easier to run, easier to audit, and easier to support

Endpoint and Device…