IT Operations Manager

Summary

Join Metalab as IT Operations Manager and play a pivotal role in maintaining and enhancing the technology backbone that supports innovative work. The ideal candidate will have experience managing IT help desk operations, administering SaaS tools, writing scripts, and understanding security best practices.

Requirements

• Strong experience managing IT help desk operations, providing remote support, and troubleshooting macOS and SaaS applications while effectively communicating with users of varying technical expertise
• Experience in administering various SaaS tools and IAM platforms (Google Workspace, Okta, Slack, Figma, Miro, others)
• Ability to write and modify basic scripts in Python and/or JavaScript to enhance workflows and integrate APIs across platforms
• Understanding of security best practices, incident response, and familiarity with compliance frameworks (HIPAA, ISO 27001, SOC 2), ensuring compliance across client engagements
• Experience managing direct reports, delegating tasks, mentoring team members, and providing career development opportunities while ensuring daily operational coverage

Responsibilities

• Administer and improve Okta IAM with a focus on zero-trust
• Manage SSO/SAML/OIDC integrations using BambooHR as the source of truth
• Ensure role-based access and least privilege across applications
• Oversee provisioning, onboarding, and access management for SaaS tools (Google Workspace, Okta, Slack, and Airtable)
• Manage access controls and ensure compliance with security policies
• Lead IT help desk operations (average 2-5 requests per day), troubleshooting SaaS apps and macOS devices
• Provide remote and asynchronous support to distributed teams
• Communicate technical issues to both technical and non-technical users
• Manage the lifecycle of software and hardware assets from procurement to license reclamation
• Maintain an access control matrix ensuring least privilege
• Oversee software and hardware procurement and device management (macOS + Kandji)
• Automate IT and business processes using Zapier and scripting (Python/JavaScript)
• Integrate and synchronize data across SaaS platforms via APIs
• Balance security with user experience, applying security best practices
• Lead incident response and manage security settings for IT infrastructure