IT Operations Manager

Premier Roofing has about 140 employees and a seasonal field workforce of sales contractors, so the number of people we support runs from about 200 to 320 through the year. You'll own the platforms they all depend on: the network at every location, identity and access, device management, phones, security and our cloud and web infrastructure.

Most of your time goes to systems work, escalations and projects. You'll also lead IT support, from the help desk to onboarding, and work in the queue yourself when it's busy. You'll report to the Head of Technology and work alongside an Applications Administrator, who runs our CRM and ERP, and an AI Automation Engineer.

This role fits an experienced generalist who likes owning problems end to end, writes things down, and is comfortable being the senior technical person in the room.

What You'll Do:

• Run IT operations day to day: set priorities, own help desk response targets and ticket metrics, and run the on-call schedule.
• Lead IT support, including the help desk and onboarding: work the queue hands-on when needed, take escalations, cover after-hours on-call.
• Set up and run standard IT processes: incident, request and change handling, and the asset lifecycle from purchase and deployment through recovery and disposal, including license counts and renewal dates.
• Manage our key IT vendors, including Granite, MetTel, RingCentral, our security provider and hardware vendors: the day-to-day relationship, escalations, and renewal recommendations for the Department Head to approve.
• Draft and maintain IT policies and a yearly infrastructure plan for the Head of IT/BI to approve, and report monthly on IT operations.
• Run the network at all 14 locations, including firewalls, switches, Wi-Fi, Tailscale remote access and internet service through Granite, and lead the IT side of branch openings, moves and closures, from network and Kisi door access to on-site setup.
• Administer Google Workspace, our primary platform: tenant settings, security policies, SSO, MFA, groups and privileged accounts. Support Microsoft 365 and Entra ID as we phase them out.
• Own device management in MaaS360 for Windows and Mac laptops and a fleet of 200+ iPads and Android devices: policies, compliance, app deployment and the standard laptop build. Work with MetTel on device logistics as the field workforce ramps up and down each season.
• Own security operations: Huntress, vulnerability scanning, security awareness training, and incident response, working with our security provider.
• Run our phone, web and cloud services: RingCentral numbers and call flows, Cloudflare DNS and domains, email authentication (SPF, DKIM and DMARC), website hosting, SSL, backups and uptime, and AWS account security and cost monitoring.
• Automate onboarding and offboarding from Rippling into Google Workspace, MaaS360 and RingCentral, and run quarterly access reviews.
• Keep runbooks, network documentation and the disaster recovery plan current.

What You'll Bring:

Required:

• 5+ years in IT systems administration, including time as a senior or lead IT person at a small or mid-sized company
• Hands-on experience with firewalls, switches and Wi-Fi across multiple sites
• Deep Google Workspace administration experience
• Mobile device management at scale; MaaS360 is a plus, but Intune, Jamf or similar counts
• Security fundamentals: endpoint protection, patching, MFA and SSO, backups and incident response
• Experience leading or mentoring at least one person, and managing vendor relationships and escalations
• Comfortable running a help desk queue while carrying project work, covering after-hours on-call, and traveling to branches on rare occasions
• Clear writing for documentation, and plain-language communication with non-technical people

Nice to have:

• Experience with RingCentral, Rippling, Zendesk, Kisi, Cloudflare, Azure, or AWS
• Working knowledge of Microsoft 365 and Entra ID
• Scripting or automation in PowerShell, Python or Google Apps Script
• Experience in construction, field services or another business with a seasonal workforce
• Experience writing IT policies or an infrastructure roadmap

What You'll Get:

• Competitive Salary (commensurate based on experience)
• Full benefits package - medical, dental, and vision insurance
• Unlimited PTO * (we trust adults to manage their time)
• 401(k) 50% match up to 5%
• Premier-provided apparel to represent the brand with pride
• Corporate Bonus (based on company EBIT performance)