IT Operations and System Administration Manager

• Manage the day-to-day performance, security, and reliability of PERC’s IT environment, including networks, systems, cloud environments, hardware, software, and end-user support
• Manage PERC’s relationship with its outsourced IT firm
• Direct outsourced help desk activities and govern service level agreements
• Lead hardware selection, procurement, configuration, deployment, and asset lifecycle management
• Manage employee onboarding and offboarding processes and deploy training resources
• Monitor PERC’s IT security posture
• Oversee data backup and disaster recovery operations
• Ensure data is handled, transferred, and processed according to legal and company guidelines
• Develop IT policies and practices
• Manage IT-related projects from scoping through completion, including timelines, budgets, vendors, and stakeholders
• Support technical integrations between PERC’s internal systems, , and website technology applications
• Partner with the Manager of Website and Digital Experience and outsourced Dev Ops team as needed
• Manage installations, upgrades, and configurations of hardware and software
• Assess system performance and recommend improvements
• Resolve escalated IT issues and troubleshoot infrastructure problems to minimize downtime
• Create and maintain documentation for IT systems, hardware standards, and supporting applications
• Design appropriate user access to systems, applications, and data in collaboration with the security consultant and outsourced IT firm
• Perform other assigned duties

• At least five years of experience in IT operations, help desk/service desk management, or systems administration
• Experience managing outsourced technology vendors or service providers
• Thorough knowledge of network infrastructure, system administration, and cloud computing, including Amazon Web Services and Azure
• Knowledge of IT security best practices and security monitoring, including user authentication/authorization, firewalls, endpoint protection, and backup/disaster recovery
• Microsoft 365 and business application administration experience
• Identity and Access Management experience, including SSO, MFA, and Conditional Access Policies
• Experience selecting, procuring, configuring, and deploying end-user hardware
• Experience managing IT asset inventory and lifecycle, including employee onboarding, offboarding, and training
• Experience managing technology vendor contracts, statements of work, renewals, software licenses, IT costs, and budgets
• Knowledge of data handling, transfer, and processing in accordance with legal and company guidelines
• Experience managing hardware/software installations, upgrades, configurations, and system performance improvements
• Experience resolving escalated IT issues and troubleshooting infrastructure problems
• Experience supporting technical integrations between internal systems, , and website technology applications
• Experience managing IT-related projects from initiation through completion
• Experience creating and maintaining IT systems, hardware standards, and application documentation
• Experience designing user access to systems, applications, and data
• Bachelor's degree in computer science, information technology, or a related field of study
• PMP, ITIL, CompTIA Security+, or an MS in Computer Science or related field may be helpful if accompanied by appropriate practical experience
• Strong written and verbal communication skills
• Ability to work independently and as part of a team
• Occasional work beyond regular business hours, including evenings and weekends, as needed
• Ability to lift, carry, move, and/or position materials or equipment weighing up to 35 pounds, with or without reasonable accommodation

Demonstrates expertise in IT operations management, including network infrastructure, system…