IT Operations Manager

Found in 2011, HomeWAV LLC has remained the industry leader in providing simple, secure inmate communication and technology solutions to correctional facilities across the country. Headquartered in St. Louis, Missouri, HomeWAV’s all-in-one patented platform offers video and voice calling, secure messaging, investigative tools, background filtering, tablet-based access to education, entertainment, reentry resources, and more. Serving facilities in over 30 states, upholding its pillars of Integrity, Innovation, and Impact to keep facilities safe and communities connected.

HomeWAV is seeking a hands-on IT Operations Manager to lead internal IT operations and the Tier 2 Technical Support team supporting technology deployed in customer facilities. This role is ideal for an experienced IT professional who enjoys solving technical problems, developing people, and improving systems while remaining actively involved in day-to-day technical work.

The successful candidate will combine strong systems and infrastructure knowledge with practical team leadership. This is a working-manager role: you will guide the team, manage priorities and escalations, and partner across the organization while remaining close to the technology and troubleshooting work.

This position may be an excellent next step for an experienced IT Team Lead, Senior Systems Administrator, Infrastructure Lead, Systems Engineer, or Technical Support leader ready to expand into broader people and operational leadership.

• Lead, coach, and develop the internal IT and Tier 2 Technical Support teams, fostering accountability, service quality, and continuous learning.
• Manage day-to-day staffing, work prioritization, performance feedback, and development of technical team members.
• Oversee ticket prioritization and escalations to support timely, effective resolution of employee and customer technical issues.
• Partner with Tier 1 Support to maintain consistent troubleshooting and escalation processes.
• Collaborate with Product, Engineering, Dispatch, Inventory, Project Management, Configuration, and Customer Support to support reliable service delivery.

• Support the reliable operation of networks, servers, cloud services, endpoints, collaboration platforms, and employee technology.
• Administer and improve identity and access management, including Entra /Azure AD, MFA, and SSO.
• Oversee endpoint management, patching, device security, vulnerability remediation, and hardware provisioning.
• Maintain practical standards for hardware configuration, lifecycle management, asset tracking, and employee hardware procurement.
• Remain hands-on in troubleshooting complex systems, endpoint, network, and access issues when escalation is needed.

• Oversee Tier 2 support for communication technology and hardware deployed in customer facilities.
• Serve as a key escalation resource for complex hardware, infrastructure, and field-support issues.
• Partner with Product and Engineering on deployments, integrations, hardware revisions, and technical troubleshooting.
• Support testing and validation of new hardware platforms and product features before production rollout.
• Monitor recurring issues and recommend practical improvements that strengthen reliability and supportability.

• Implement and maintain practical cybersecurity controls, including endpoint protection, access controls, vulnerability management, and security monitoring.
• Support centralized management and monitoring of IT systems, endpoints, network infrastructure, and deployed devices.
• Maintain compliance with internal security policies and support security audits and SOC 2-related requirements.
• Participate in incident response, disaster recovery, and business continuity planning and testing.
• Maintain clear technical documentation and recovery procedures.

• Establish and track meaningful service levels, operational metrics, and team performance indicators.
• Develop and maintain troubleshooting playbooks, technical documentation, and repeatable operating procedures.
• Evaluate third-party vendors and infrastructure tools for performance, cost, and fit.
• Identify infrastructure risks, technology needs, and improvement opportunities and provide recommendations to leadership.
• Partner with the Sr. Director of Product Management and other leaders to execute and…