[Remote] IT Operations Manager

Note: The job is a remote job and is open to candidates in USA. ECG Management Consultants is a national consulting firm that specializes in healthcare solutions. The IT Operations Manager will lead the internal IT operations function, ensuring the reliability and security of IT services while overseeing cloud operations and supporting AI tools for a mobile consulting workforce.

Responsibilities

• Lead day-to-day IT operations, including incident management, service requests, and on-call support, ensuring adherence to service-level agreements (SLAs)
• Define, monitor, and report on IT operational performance metrics and service quality
• Oversee problem management processes, including root cause analysis and continuous improvement initiatives
• Develop and maintain IT operations documentation, standards, and procedures
• Manage and optimize IT operations across cloud environments (Microsoft Azure, Microsoft 365) and on-premises systems
• Oversee infrastructure operations, including networking, identity, and endpoint management, ensuring high availability and scalability
• Support cloud migration and modernization initiatives, leading architecture and engineering teams
• Implement monitoring, alerting, and performance optimization practices across cloud platforms
• Partner with finance and leadership to manage cloud cost optimization and resource utilization (FinOps principles)
• Support the rollout and ongoing operations of AI-enabled tools, for both everyday AI (e.g., Microsoft Copilot and automation platforms) and business-transforming AI solutions
• Establish support processes for AI tool usage, monitoring, and troubleshooting, in alignment with governance and compliance requirements
• Enable end-user adoption of AI-driven capabilities through training, documentation, and support
• Support efforts from our Analytics Hub related to AI, analytics, and automation
• Ensure high-quality end-user experience across all IT services and technologies
• Contribute to onboarding and IT orientation for new employees
• Evaluate and recommend new end-user technologies to improve productivity and collaboration
• Manage vendor relationships for IT infrastructure, cloud platforms, and enterprise applications
• Oversee licensing compliance for hardware, software, and cloud services
• Contribute to IT budgeting, forecasting, and cost management activities
• Lead, mentor, and develop a small team of IT professionals
• Foster a culture of accountability, continuous improvement, and customer service excellence
• Manage team workload, priorities, and performance to ensure effective service delivery

Skills

• Bachelor's degree in computer science, information systems, or related field (or equivalent experience)
• 5+ years of progressive experience in IT operations, engineering, or technical support roles in an enterprise environment
• 3+ years of experience in a people management or team leadership role
• Experience supporting cloud platforms (Azure, Microsoft 365) and hybrid IT environments
• Working knowledge of networking, systems administration, and IT security practices
• Strong problem-solving, analytical, and troubleshooting skills
• Excellent communication, leadership, and customer service skills
• Experience with small- to midsize organizations or professional services firms is strongly preferred
• Demonstrated ability to support and collaborate with distributed teams across hybrid work environments, including remote and on-site offices
• Experience with cloud operations, monitoring, and cost management practices (CloudOps/FinOps)
• Familiarity with AI-enabled tools, automation platforms, or advanced analytics solutions
• IT service management (ITSM) or enterprise service management (ESM) certification
• Exposure to HIPAA or regulated industry environments
• Experience with tools such as Azure Monitor, Sentinel, or Microsoft Purview

Benefits

• Eligible to participate in ECG’s annual incentive compensation program
• Eligible to participate in ECG’s benefit plans, which include medical, dental, and vision coverage
• A 401(k) matching program
• Unlimited PTO
• Other wellness programs

Company Overview