SUMMARY:

We are seeking a skilled and proactive IT Operations Manager with a particular focus on Microsoft 365 (M365). The ideal candidate will help to design, manage, and support our Microsoft 365 environment and have deep technical expertise in M365 services, including Exchange Online, Teams, SharePoint, OneDrive, Intune, Viva Engage, Power Platform and Microsoft Entra ID (formerly Azure AD). The ideal candidate is also a hands-on leader who can manage vendors, consultants and systems while continuously improving operational efficiency, user satisfaction, and completing strategic initiatives. The candidate will help manage the hardware environment of Girls Inc., which includes laptops, monitors, printers and other peripherals required for the day-to-day productivity of staff.
Working together with the Director of IT and leaders across the organization, the role will be that of an IT generalist, which involves collaboration with cross-functional teams, providing training, and being informed about advancements in technology to drive adoption and effectiveness. The role also transforms raw data into actionable insights through dashboards, reports and visualizations. The candidate should have a general background in IT operations, including: (End User Computing, Network, Infrastructure, Cloud, Data).

QUALIFICATIONS:

• Bachelor’s degree in information systems, Computer science or a related field and/ or equivalent work experience.
• 3+ years of hands-on experience managing and supporting Microsoft 365 environments.
• 3+ years’ experience working across multiple IT service lines including Helpdesk, End User Computing, Infrastructure and Network.
• Strong expertise in Microsoft Exchange Online, Teams, SharePoint, OneDrive, and Entra ID.
• Knowledge of Salesforce.
• Familiarity with cloud data platforms (Azure and/ or AWS).
• Experience with Microsoft Intune and mobile device management (MDM/MAM).
• Excellent troubleshooting skills and customer service orientation.
• Ability to manage deadlines and work flexibly.
• Proven ability to manage conflict, drive results and coach colleagues.

PREFERRED QUALIFICATIONS:

• Microsoft certifications such as:
  o MS-102: Microsoft 365 Administrator
  o MD-102: Endpoint Administrator
  o SC-300: Identity and Access Administrator

o Microsoft 365 Certified: Administrator Expert

• IT certifications such as: ITIL, PMP, or CompTia certifications preferred

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to access and navigate each department at the organization’s facilities

• Design and administer M365 services, including:
  o Exchange Online (email, mail flow, retention policies)
  o Microsoft Teams (voice, video, collaboration)
  o SharePoint Online & OneDrive
  o Microsoft Entra ID (identity and access management)
  o Microsoft Intune (device and application management)

o Defender for M365 (security & compliance)

• Administer tenant settings:

o Manage user accounts, licenses, and permissions within the M365 environment.
o Implement security groups, policies, compliance settings and conditional access policies.
o Troubleshoot and resolve issues related to M365 services

Stay up to date on technology roadmap changes and recommend relevant updates or enhancements.

• Provide training, documentation, and support to users and IT colleagues.
• Device Imaging (ordering laptops and using Intune to image them), wiping devices and managing refresh circles.
• Manage inventory and deployment of Hardware components used by staff such as laptops, printers, monitors, camera, mouse, cables etc.
• Provide out of hours or on-call support as required.
• Support the Girls Inc Network infrastructure working with vendors.
• Service Delivery: Ensure IT services (help desk, end-user support, incident management, etc.) meet agreed-upon service levels. This would be done by supervising the managed Service Provider Girls Inc is currently using.
• Process Optimization: Develop and document IT policies, procedures, and workflows to improve service efficiency and reliability
• Project Management: Lead or support IT operational projects such as system upgrades, deployments and migrations.
• Vendor Management: Manage relationships & contracts with IT service providers, consultants, and suppliers
• Monitoring and Reporting: Track performance metrics, generate operational reports, and recommend improvements based on data.
• Data Collection & Management: Gather and clean data from various internal and external sources, ensuring accuracy and integrity.
• Reporting & Visualization: Design and maintain dashboards, reports, and KPIs to communicate insights using tools such as Power BI or Excel.
• Other duties as assigned

Requirements: