- Company Name
- Samba TV
- Job Title
- IT Operations Manager
- Job Description
-
Job Title: IT Operations Manager (IC)
Role Summary:
Lead full‑scope IT operations for designated West Coast locations, independently managing end‑user support, device lifecycle, identity access, office infrastructure, and security compliance. Serve as the sole IT owner for site operations, driving rapid issue resolution, compliance adherence, and continuous improvement without direct team management responsibilities.
Expectations:
- Maintain 99.9% system uptime and SLA compliance.
- Deliver new‑hire IT onboarding within 24 hours of start date.
- Complete audit evidence and security documentation on time for ISO and other regulatory reviews.
- Achieve 90%+ user satisfaction on helpdesk tickets.
- Reduce repeat support tickets by 20% year‑over‑year through self‑service resources.
Key Responsibilities:
- Serve as primary IT contact for all employees; manage helpdesk tickets, prioritize, track, and resolve within SLA targets.
- Administer and maintain end‑user devices (Mac, PC), imaging, deployment, decommissioning, and macOS/Windows management via MDM tools (Jamf, Intune).
- Procure, inventory‑track, and manage hardware and software assets; coordinate vendor orders and deliveries.
- Execute complete IT onboarding/offboarding workflows, collaborating with HR and finance.
- Administer identity and access management through Okta or equivalent IdP; manage provisioning, SSO, MFA, group policies, and access reviews.
- Manage local office IT infrastructure: Wi‑Fi, switches, AV systems, and connectivity with building management and ISPs.
- Lead ISO audit participation: evidence gathering, control documentation, audit walkthroughs.
- Enforce endpoint security policies, support vulnerability management, patch compliance, and endpoint encryption.
- Maintain and update internal knowledge base and self‑service resources.
Required Skills:
- Strong system administration (Windows, macOS, Linux) and network troubleshooting.
- Expertise in MDM (Jamf Pro, Microsoft Intune) and device provisioning.
- Proficient with identity platforms (Okta, Azure AD).
- Experience configuring Wi‑Fi, switches, routers, and conference room AV equipment.
- Knowledge of ISO 27001 and other compliance frameworks.
- Ability to document processes, policies, and audit evidence.
- Excellent communication, prioritization, and independent problem‑solving.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Relevant certifications: CompTIA A+, Microsoft Certified: Azure Fundamentals, Jamf Certified Associate, Okta Certified Professional, or equivalent.