{"schemaVersion":"jobsearcher.job.v1","id":"5b000ef039d919dd2db219cc","url":"https://jobsearcher.com/jobs/5b000ef039d919dd2db219cc","canonicalUrl":"https://jobsearcher.com/jobs/5b000ef039d919dd2db219cc","title":"IT Operations Manager","description":"Responsible for leading the IT Operations function, including the Help Desk and midrange systems teams, and for the day-to-day delivery, performance, and reliability of the company’s end-user, infrastructure, and enterprise platform services. This role owns the vendor and contract portfolio for IT (including software licensing, renewals, and circuit/connectivity services), manages the IT operating budget, supports audit and regulatory engagements, and partners with Security, Network, and Application teams to drive enterprise initiatives, new site build-outs, and modernization—including the responsible adoption of AI-enabled tooling within IT.\n\nMinimum Qualifications:\nBachelor’s degree in a related field, or equivalent professional experience\n8+ years of progressive experience in IT Operations, including infrastructure, end-user services, or enterprise platform administration.\n3+ years in a management or supervisory capacity leading IT teams, including remote staff.\nDemonstrated experience managing IT vendor relationships, software licensing, and a multi-line operating budget (including renewal portfolios of 100+ items).\nExperience supporting external and internal audits (e.g., PCI, SOC 1/SOC 2, NYDFS, internal financial and operational audits).\nExperience coordinating network circuit lifecycles (orders, installs, upgrades, renewals) and working with carriers, contractors, and on-site teams.\nWorking familiarity with enterprise platform administration across categories such as endpoint/unified endpoint management, secure web gateway / SSE, data classification and DLP, MFA and identity, and conferencing/meeting room systems.\nWorking familiarity with midrange/legacy enterprise platforms; ability to provide oversight and escalation support (deep hands-on expertise not required).\nLicensure, Certification, and/or Registration\nOne or more preferred: ITIL v4 (Foundation or higher), PMP or equivalent project management certification, cloud administrator/architect certification (AWS, Azure, or GCP), and/or a current network certification (CCNA-level or equivalent).\nVendor-neutral endpoint management, identity, or service-management certifications a plus.\n\nPrimary Job Functions:\n\nTeam Leadership & People Management\nDirect and coordinate the activities of IT Operations staff, including the Help Desk team and midrange systems administrator(s); manage remote team members across multiple locations.\nEstablish direction, standards, and best practices for the function; provide technical leadership and escalation guidance.\nHire, develop, evaluate, and coach staff; complete performance evaluations and recommend salary adjustments, performance improvement plans, or disciplinary actions as appropriate.\nHold recurring 1:1 and team meetings with the Help Desk Manager and other direct reports; participate in weekly cross-functional meetings, including security.\nReview and refine documentation and procedures produced by the team; promote knowledge sharing and continuous improvement.\nService Delivery & Operations\nDevelop and maintain policies, procedures, and runbooks for IT Operations, including incident, problem, and change management practices.\nReview daily logs, monitoring data, and reports to detect recurring slowdowns, errors, or capacity issues; drive root-cause analysis and remediation.\nMeet with internal users and business stakeholders to evaluate service quality, gather requirements, and identify present and future needs.\nManage integrated testing environments as part of the overall change management process.\nCoordinate with internal departments and peer IT service groups to assess the impact of hardware, software, or platform changes on operations and end-user service.\nVendor, Financial & Contract Management\nLead annual budget planning and ongoing budget tracking for IT Operations, including a renewal portfolio of 100+ recurring items.\nNegotiate, review, and approve IT contracts, quotes, and vendor proposals; coordinate vendor setup, onboarding, and offboarding.\nOwn the IT software licensing program, including enterprise productivity suite licensing, license audits, true-ups, and right-sizing.\nCoordinate accounts payable activities for IT, including invoice review, approval, filing, and documentation.\nServe as the primary escalation point for vendor performance issues; lead vendor calls, meetings, and written communications.\nNetwork & Circuit Management\nManage the lifecycle of network circuits across the enterprise, including new installs, upgrades, renewals, and ongoing support, in partnership with the Network team and on-site staff.\nCoordinate contractor labor for circuit-related work, including identification, sourcing, scheduling, and oversight.\nEnterprise Platform Administration & Initiatives\nProvide oversight and hands-on support for enterprise platforms used across the organization, including (but not limited to): unified endpoint management, secure web gateway / SSE, data classification and DLP, MFA / identity verification, conferencing/meeting room systems, and the enterprise productivity suite.\nManage platform policies, configurations, and standards — including patch management policies, elevated-access settings, IP allow-listing, AI access reviews, DLP rule modifications, encryption rules, file review and exception handling, and policy promotions across environments.\nGenerate and review platform reports for stakeholders (e.g., authentication and access logs for HR investigations)\nLead and support enterprise IT initiatives, including domain consolidation, audit and security compliance projects, policy and procedure development, and enterprise technical documentation.\nManage internal IT communications and corporate announcements related to IT systems and changes.\nAudit, Compliance & Risk\nPrepare for and respond to internal and external audits, including PCI, SOC 1, NYDFS, and other regulatory or contractual reviews.\nPartner with external audit firms to provide evidence, coordinate walkthroughs, and remediate findings.\nIntegrate new business lines and enterprise initiatives into existing audit and control frameworks.\nParticipate in weekly security meetings and partner with the Security team to enforce policy, address findings, and support compliance objectives.\nBusiness Continuity & Disaster Recovery\nProduce and maintain annual Business Continuity Plan (BCP), Business Impact Analysis (BIA), and workspace/site recovery documentation.\nProvide technical support and project management for annual workspace recovery and DR exercises, including backup and recovery testing.\nSite & Facility Technology Setup\nLead IT setup for new office locations and major site reconfigurations, including conferencing/meeting room build-outs and circuit orders and installations.\nSource and direct contractors for site build work; manage vendor approvals, purchase orders, invoice processing, and payment coordination.\nMidrange / Legacy Platform Oversight\nProvide consulting and oversight for moderate-to-large projects involving the company’s midrange/legacy enterprise platform.\nProvide escalation support for complex, high-impact technical issues affecting midrange systems.\nCoordinate platform upgrades, fixes, and related maintenance with the midrange systems administrator and broader IT teams.\nAI Adoption & IT Modernization\nEvaluate and selectively adopt AI-enabled IT operations capabilities (e.g., intelligent alerting, automated triage and remediation, log and event summarization, AI-assisted service desk, knowledge-base generation) to improve service quality and team productivity.\nReview AI features introduced by existing vendor platforms before they are enabled; coordinate access reviews, data-handling reviews, and DLP rule adjustments with the Security team.\nHelp define and enforce internal guidance for the use of AI tools within IT Operations, including acceptable use, data handling, and human review of AI-generated output.\nIdentify automation and scripting opportunities (with or without AI assistance) to reduce repetitive operational work and improve consistency.\n\nThe duties and responsibilities above describe the general nature and level of work performed. They are not intended to be an exhaustive list of all duties and responsibilities that the incumbent may be expected or asked to perform.\n\nApplicants must be authorized to work for any employer in the United States. We are unable to sponsor or assume sponsorship of employment visas at this time. We welcome applicants of all backgrounds and national origins\n\nRecruitment Updates:\n\nFortegra has recently been made aware of unauthorized communications regarding career opportunities by individuals not associated with Fortegra or our recruitment team. Fortegra will only contact you from the Fortegra domain address (@fortegra.com). If you receive a message from someone posing as a Fortegra recruiter via text message, WhatsApp, Telegram or other messaging platform, please report it as phishing and block the sender.\n\nFortegra is not accepting unsolicited resumes from search firms for this position.\n#LI-Onsite\nEqual Opportunity Employer\nThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.","company":"Fortegra","rawCompany":"fortegra","city":"Jacksonville","state":"FL","isRemote":false,"isActive":true,"createdAt":"2026-07-18T13:36:00.758Z","occupations":[{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"IT Operations Manager","description":"Responsible for leading the IT Operations function, including the Help Desk and midrange systems teams, and for the day-to-day delivery, performance, and reliability of the company’s end-user, infrastructure, and enterprise platform services. This role owns the vendor and contract portfolio for IT (including software licensing, renewals, and circuit/connectivity services), manages the IT operating budget, supports audit and regulatory engagements, and partners with Security, Network, and Application teams to drive enterprise initiatives, new site build-outs, and modernization—including the responsible adoption of AI-enabled tooling within IT.\n\nMinimum Qualifications:\nBachelor’s degree in a related field, or equivalent professional experience\n8+ years of progressive experience in IT Operations, including infrastructure, end-user services, or enterprise platform administration.\n3+ years in a management or supervisory capacity leading IT teams, including remote staff.\nDemonstrated experience managing IT vendor relationships, software licensing, and a multi-line operating budget (including renewal portfolios of 100+ items).\nExperience supporting external and internal audits (e.g., PCI, SOC 1/SOC 2, NYDFS, internal financial and operational audits).\nExperience coordinating network circuit lifecycles (orders, installs, upgrades, renewals) and working with carriers, contractors, and on-site teams.\nWorking familiarity with enterprise platform administration across categories such as endpoint/unified endpoint management, secure web gateway / SSE, data classification and DLP, MFA and identity, and conferencing/meeting room systems.\nWorking familiarity with midrange/legacy enterprise platforms; ability to provide oversight and escalation support (deep hands-on expertise not required).\nLicensure, Certification, and/or Registration\nOne or more preferred: ITIL v4 (Foundation or higher), PMP or equivalent project management certification, cloud administrator/architect certification (AWS, Azure, or GCP), and/or a current network certification (CCNA-level or equivalent).\nVendor-neutral endpoint management, identity, or service-management certifications a plus.\n\nPrimary Job Functions:\n\nTeam Leadership & People Management\nDirect and coordinate the activities of IT Operations staff, including the Help Desk team and midrange systems administrator(s); manage remote team members across multiple locations.\nEstablish direction, standards, and best practices for the function; provide technical leadership and escalation guidance.\nHire, develop, evaluate, and coach staff; complete performance evaluations and recommend salary adjustments, performance improvement plans, or disciplinary actions as appropriate.\nHold recurring 1:1 and team meetings with the Help Desk Manager and other direct reports; participate in weekly cross-functional meetings, including security.\nReview and refine documentation and procedures produced by the team; promote knowledge sharing and continuous improvement.\nService Delivery & Operations\nDevelop and maintain policies, procedures, and runbooks for IT Operations, including incident, problem, and change management practices.\nReview daily logs, monitoring data, and reports to detect recurring slowdowns, errors, or capacity issues; drive root-cause analysis and remediation.\nMeet with internal users and business stakeholders to evaluate service quality, gather requirements, and identify present and future needs.\nManage integrated testing environments as part of the overall change management process.\nCoordinate with internal departments and peer IT service groups to assess the impact of hardware, software, or platform changes on operations and end-user service.\nVendor, Financial & Contract Management\nLead annual budget planning and ongoing budget tracking for IT Operations, including a renewal portfolio of 100+ recurring items.\nNegotiate, review, and approve IT contracts, quotes, and vendor proposals; coordinate vendor setup, onboarding, and offboarding.\nOwn the IT software licensing program, including enterprise productivity suite licensing, license audits, true-ups, and right-sizing.\nCoordinate accounts payable activities for IT, including invoice review, approval, filing, and documentation.\nServe as the primary escalation point for vendor performance issues; lead vendor calls, meetings, and written communications.\nNetwork & Circuit Management\nManage the lifecycle of network circuits across the enterprise, including new installs, upgrades, renewals, and ongoing support, in partnership with the Network team and on-site staff.\nCoordinate contractor labor for circuit-related work, including identification, sourcing, scheduling, and oversight.\nEnterprise Platform Administration & Initiatives\nProvide oversight and hands-on support for enterprise platforms used across the organization, including (but not limited to): unified endpoint management, secure web gateway / SSE, data classification and DLP, MFA / identity verification, conferencing/meeting room systems, and the enterprise productivity suite.\nManage platform policies, configurations, and standards — including patch management policies, elevated-access settings, IP allow-listing, AI access reviews, DLP rule modifications, encryption rules, file review and exception handling, and policy promotions across environments.\nGenerate and review platform reports for stakeholders (e.g., authentication and access logs for HR investigations)\nLead and support enterprise IT initiatives, including domain consolidation, audit and security compliance projects, policy and procedure development, and enterprise technical documentation.\nManage internal IT communications and corporate announcements related to IT systems and changes.\nAudit, Compliance & Risk\nPrepare for and respond to internal and external audits, including PCI, SOC 1, NYDFS, and other regulatory or contractual reviews.\nPartner with external audit firms to provide evidence, coordinate walkthroughs, and remediate findings.\nIntegrate new business lines and enterprise initiatives into existing audit and control frameworks.\nParticipate in weekly security meetings and partner with the Security team to enforce policy, address findings, and support compliance objectives.\nBusiness Continuity & Disaster Recovery\nProduce and maintain annual Business Continuity Plan (BCP), Business Impact Analysis (BIA), and workspace/site recovery documentation.\nProvide technical support and project management for annual workspace recovery and DR exercises, including backup and recovery testing.\nSite & Facility Technology Setup\nLead IT setup for new office locations and major site reconfigurations, including conferencing/meeting room build-outs and circuit orders and installations.\nSource and direct contractors for site build work; manage vendor approvals, purchase orders, invoice processing, and payment coordination.\nMidrange / Legacy Platform Oversight\nProvide consulting and oversight for moderate-to-large projects involving the company’s midrange/legacy enterprise platform.\nProvide escalation support for complex, high-impact technical issues affecting midrange systems.\nCoordinate platform upgrades, fixes, and related maintenance with the midrange systems administrator and broader IT teams.\nAI Adoption & IT Modernization\nEvaluate and selectively adopt AI-enabled IT operations capabilities (e.g., intelligent alerting, automated triage and remediation, log and event summarization, AI-assisted service desk, knowledge-base generation) to improve service quality and team productivity.\nReview AI features introduced by existing vendor platforms before they are enabled; coordinate access reviews, data-handling reviews, and DLP rule adjustments with the Security team.\nHelp define and enforce internal guidance for the use of AI tools within IT Operations, including acceptable use, data handling, and human review of AI-generated output.\nIdentify automation and scripting opportunities (with or without AI assistance) to reduce repetitive operational work and improve consistency.\n\nThe duties and responsibilities above describe the general nature and level of work performed. They are not intended to be an exhaustive list of all duties and responsibilities that the incumbent may be expected or asked to perform.\n\nApplicants must be authorized to work for any employer in the United States. We are unable to sponsor or assume sponsorship of employment visas at this time. We welcome applicants of all backgrounds and national origins\n\nRecruitment Updates:\n\nFortegra has recently been made aware of unauthorized communications regarding career opportunities by individuals not associated with Fortegra or our recruitment team. Fortegra will only contact you from the Fortegra domain address (@fortegra.com). If you receive a message from someone posing as a Fortegra recruiter via text message, WhatsApp, Telegram or other messaging platform, please report it as phishing and block the sender.\n\nFortegra is not accepting unsolicited resumes from search firms for this position.\n#LI-Onsite\nEqual Opportunity Employer\nThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.","datePosted":"2026-07-18T13:36:00.758Z","dateModified":"2026-07-18T13:36:00.758Z","hiringOrganization":{"@type":"Organization","name":"Fortegra","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Jacksonville","addressRegion":"FL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"5b000ef039d919dd2db219cc"},"url":"https://jobsearcher.com/jobs/5b000ef039d919dd2db219cc"}}