[Remote] Manager, Enterprise IT Operations

Note: The job is a remote job and is open to candidates in USA. Underscore Marketing is a woman-owned, independent agency specializing in life sciences. The IT Operations Manager acts as the execution engine for enterprise technology, ensuring that technology initiatives are delivered reliably and consistently, while managing day-to-day IT operations and vendor relationships.

Responsibilities

• Act as the primary execution partner to Underscore’s CTO
• Translate technology strategy, roadmaps, and priorities into clear, actionable workplans
• Ensure all technology initiatives align with defined governance, standards, and enterprise architecture
• Track and drive progress across all active initiatives
• Own day-to-day coordination of IT initiatives and roadmap execution
• Ensure all technology work is delivered with clear ownership, defined timelines, and measurable outcomes across internal teams and vendors
• Proactively surface and resolve delivery blockers, eliminating delays and maintaining forward momentum across all initiatives
• Maintain clarity on ownership, timelines, and deliverables across all workstreams
• Own the MSP relationship as a managed service, not a support function
• Define clear direction, scope, and expected outcomes for all vendor work
• Enforce service accountability through SLAs, responsiveness, and delivery quality
• Ensure work is aligned to business priorities, not ticket volume
• Coordinate across vendors and internal stakeholders to ensure seamless delivery
• Ensure communication and alignment across business units, Global Ops, and Strategic Ops
• Act as the connective layer between: Enterprise systems (IT, security, Microsoft tenant)
• Strategic workflows (Wrike, automation, reporting data and inputs)
• Drive consistent system adoption across teams
• Lead initial intake and discovery for new technology requests
• Partner with stakeholders to clarify business needs, scope, and impact
• Translate requests into structured, decision-ready inputs for leadership
• Support prioritization processes led by the CTO and executive team
• Drive successful onboarding and adoption of enterprise tools and platforms
• Coordinate training efforts across teams to ensure all team members are able to use the systems efficiently
• Ensure tools are used consistently and effectively across the organization
• Reinforce standardized processes and reduce reliance on workarounds
• Support enterprise capabilities across: IT & Security tools, Microsoft environment, System integrations
• Ensure systems are reliable, secure, and aligned to scale needs

Skills

• 5–7 years of progressive experience in IT operations, systems management, or technology program execution
• Proven track record managing or coordinating external IT vendors, MSPs, or third-party partners
• Experience driving cross-functional technology initiatives across multiple teams and stakeholders
• Hands-on experience working with enterprise systems such as Microsoft 365, collaboration tools, and integration platforms
• Demonstrated ability to track and deliver initiatives on time in fast-paced, multi-system environments
• Strong IT operations or systems management background
• Experience managing MSPs, vendors, and cross-functional stakeholders
• Knowledgeable of cybersecurity frameworks, standards and best practices (i.e. NIST, SOC)
• Highly organized with strong program management and execution discipline
• Able to translate business needs into structured technical work
• Comfortable operating in environments with multiple systems (Microsoft, Wrike, BI tools, etc.)
• Experience working in a services-based or agency environment with distributed teams
• Exposure to IT service management (ITSM) practices such as incident, change, and problem management
• Experience supporting system implementations, migrations, or operational transformation efforts
• Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred
• Relevant Microsoft certifications in Microsoft 365, Azure or security domains are a plus, demonstrating familiarity with enterprise platforms, system administration, and governance best practices

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