IT Operations Manager

Company Overview: AvonRisk

AvonRisk stands as the nation’s premier boutique TPA and specialty risk manager for self-insured organizations, unifying esteemed regional leaders in workers’ compensation, liability, managed care, and risk management across 32 states. With nearly 700 professionals and brands like Intercare, InterMed, George Hills, and AS&G Claims Administration, AvonRisk is a people-focused, operations-driven organization. The company prioritizes reasonable caseloads, robust training, collaborative teams, and expert support. AvonRisk invests in tools and workflows that reduce friction, foster career growth, and create leadership pathways for its professionals. At AvonRisk, you join a team that values good judgment, curiosity, and accountability, providing the support needed for success.

Mission and Philosophy

Founded by operators familiar with the unique challenges of running boutique firms in the risk management industry, AvonRisk is built on the belief that boutique teams are the heart of the industry. With proper support, this approach benefits founders, teams, and the clients they serve. Their philosophy centers on "human-first technology and support," designed to amplify seasoned judgment rather than replace it.

Position Summary: IT Operations Manager

The IT Operations Manager role at AvonRisk is a dynamic player-coach position. It entails leading a team of IT Support Engineers while maintaining essential hands-on technical responsibilities. This role perfectly blends people leadership with individual contributions, seeking a candidate capable of delivering white-glove support, driving operational excellence, and scaling team impact through continuous process improvement and AI-driven automation. The ideal candidate possesses a strong passion for leveraging emerging technologies to maximize efficiency and empower a lean team to deliver exceptional service.

Key Responsibilities

• Team Leadership & Development: Lead, mentor, and develop a team of three IT Support Engineers, cultivating a culture of continuous improvement and client-first service. Set clear expectations, conduct regular one-on-ones, and provide ongoing coaching. Manage workload distribution, coverage schedules, and capacity planning. Create development plans and growth opportunities, meeting regularly with department leaders and the VP of IT Infrastructure and Security to define improvements and set quarterly goals.
• Performance & Analytics: Define, track, and report on key support KPIs, including ticket volume, resolution time, first-contact resolution rate, customer satisfaction, and SLA compliance. Analyze metrics to identify trends, bottlenecks, and improvement opportunities. Provide regular reporting to IT leadership on performance and strategic initiatives, establishing real-time visibility dashboards using the ITSM platform.
• Process Optimization & AI Innovation: Continuously evaluate and optimize support, ITAM, and employee lifecycle processes for efficiency. Stay current on AI trends (chatbots, automation platforms, copilots) to enhance team productivity. Implement AI-powered solutions for self-service and routine task automation, championing initiatives that reduce manual effort while maintaining high-quality support. Document and standardize processes for consistency and scalability.
• Hands-On Technical Support: Provide white-glove, high-touch technical support to end-users, serving as an escalation point for complex issues. Administer Active Directory, Entra ID, Microsoft 365, Windows 365, Intune, and Autopilot environments. Troubleshoot Windows and Mac endpoints, manage copy/print hardware, and oversee comprehensive IT Asset Management (ITAM). Manage the complete employee technology lifecycle and act as an escalation point to reduce load on the IT Engineering team, assisting with infrastructure projects.

Required Skills & Experience

• 5+ years in an internal IT support role within an enterprise environment.
• Proven leadership, mentoring, or management of technical support staff.
• Hands-on experience with Active Directory, Entra ID, and Group Policy.
• Proficiency in Microsoft 365 administration (Exchange, SharePoint, Teams, OneDrive).
• Experience with Windows 365 Cloud PCs, Intune device management, and Autopilot deployment.
• Strong support experience for both Windows and Mac operating systems.
• Familiarity with copy/print hardware deployment and troubleshooting.
• Demonstrated experience with IT Asset Management practices and tools.
• Experience defining, tracking, and reporting on support KPIs and metrics.
• Track record of identifying and implementing process improvements.
• Strong interest in AI, automation, and emerging technologies with practical examples.
• Excellent interpersonal and communication skills with a client-first mindset.
• Ability to deliver white-glove service with professionalism, patience, and empathy.
• Strong organizational skills and ability to thrive in a fast-paced environment.

Preferred Qualifications

• Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator, Microsoft Certified: Azure Fundamentals).
• Experience with ITSM/ticketing platforms, including reporting and workflow configuration.
• Hands-on experience implementing AI tools such as Microsoft Copilot, chatbots, or automation platforms.
• Experience with PowerShell or other scripting for automation.
• Background in building self-service portals or knowledge bases.

Key Skills/Competency

• IT Operations Management
• Team Leadership
• Technical Support
• Microsoft 365 Administration
• Active Directory/Entra ID
• Intune/Autopilot
• AI Automation
• Process Improvement
• IT Asset Management (ITAM)
• KPI Reporting