Technology and Operations Manager

Summary of Responsibilities

The technology support and operations manager is responsible for leading Avenue5’s end-user technology support and operational IT services across corporate and property environments. This role goes beyond traditional helpdesk management, owning the delivery of a scalable, secure, and high-performing support model that enables business operations across a geographically dispersed portfolio. This individual will drive service excellence, operational maturity, and continuous improvements across support functions while ensuring reliable performance of core systems, endpoints, and user services.

The role requires a balance of leadership, technical depth, and operational discipline, with accountability for both day-to-day support and long‑term service optimization.

• Own end-to-end delivery of IT support services across corporate teams and property-level associates
• Ensure consistent, high-quality support for all end-user technologies, including devices, applications, and access
• Serve as the primary escalation point for high-impact or complex technical issues affecting business operations
• Oversee daily helpdesk operations while continuously improving service delivery, responsiveness, and reliability
• Define, track, and enforce service level agreements (SLAs) and key performance indicators (KPIs)
• Monitor performance metrics, including response time, resolution time, backlog, and customer satisfaction
• Provide regular reporting and actionable insights to IT leadership
• Drive continuous improvement through trend analysis and root cause elimination
• Oversee support and lifecycle management of end-user technology, including laptops, mobile devices, printers, and peripherals
• Ensure effective use and management of platforms such as Microsoft 365, SharePoint, Intune, and identity systems
• Partner with engineering and infrastructure teams to ensure stable and scalable technology environments
• Support onboarding and offboarding processes, including secure provisioning and deprovisioning of access and devices
• Ensure adherence to endpoint security, identity access management, and device compliance standards
• Support incident response efforts and escalation procedures in coordination with security teams
• Maintain audit‑ready processes related to user access, device management, and support operations
• Enforce best practices around data protection, access control, and acceptable use
• Identify recurring issues and implement scalable solutions to reduce ticket volume and improve efficiency
• Drive automation, self‑service capabilities, and knowledge base maturity
• Establish and standardize processes for support, escalation, and service delivery across all locations
• Improve operational workflows to support a growing and distributed workforce
• Partner with property operations, regional leadership, and corporate teams to align technology support with business needs
• Lead change management efforts for system rollouts, upgrades, and new technology initiatives
• Ensure effective communication, training, and adoption of new tools and processes
• Act as a bridge between end users and IT to improve overall technology experience
• Own relationships with technology vendors and service providers
• Ensure vendor performance aligns with service expectations and SLAs
• Coordinate issue resolution across third‑party systems and platforms
• Lead, mentor, and develop a high‑performing customer‑focused support team
• Establish clear expectations, accountability, and career development paths
• Foster a culture of ownership, responsiveness, and continuous improvement
• SLA Adherence ≥ 95%
• First response and resolution times within defined targets
• Mean Time to Resolution (MTTR) reduced over time
• Customer satisfaction (CSAT) ≥ 4.5/5
• Reduction in repeat incidents through root cause resolution
• Controlled ticket backlog within defined thresholds
• Increased self‑service adoption and reduced manual support demand
• Perform other duties as assigned

• Bachelor’s degree in information technology, Computer Science, or related field experience required
• Five plus years of IT support or technology operations experience
• Two plus years in…