Senior Manager - IT Operations (Multiple offices)

*We are not accepting agency submissions at this time
ClearView is seeking an experienced Senior Manager of IT Operations to lead our global IT operations team and drive operational excellence across our growing organization of 550+ users. This role will manage a geographically distributed team across Boston, New York, United Kingdom, and India, ensuring seamless IT service delivery and support for all end users globally. 

This is a strategic leadership position that requires a service-oriented mindset with a relentless focus on enhancing the digital employee experience. You will be responsible for supporting our scaling organization through automation, modernization, and process improvement while developing and mentoring an highly motivated team committed to continuous learning and professional growth. 

The ideal candidate will bring deep technical expertise in enterprise IT operations, strong leadership capabilities, and a proven track record of managing global teams while maintaining a hands-on approach to complex technical challenges. 

Responsibilities 

End-User Services and IT Team Leadership 

• Lead the global end-user services and helpdesk function, ensuring timely, professional support for workstation, account, and application issues across all regions 

• Define and maintain clear escalation paths, handling Tier 2/3 escalations for complex issues and coordinating with other IT and security teams as needed 

• Own and continuously improve IT knowledge resources, including end-user documentation, runbooks, and standard operating procedures for common requests and incidents 

• Monitor service metrics (SLAs) and drive initiatives to reduce repeat issues and improve the digital employee experience 

• Manage, coach, and develop a geographically distributed IT operations team  

• Define roles, responsibilities, and career paths within the team, fostering a culture of ownership, and continuous improvement 

• Partner with IT, Security, and business leadership to translate business needs into IT operations roadmaps. Work with leadership to prioritize initiatives and deliver projects within scope and timeline.  

Systems Administration, Platform Ownership, and Secure Configuration 

• Oversee design, configuration, and ongoing administration of core enterprise platforms, including Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, security features) and identity services (AD/Entra) 

• Manage endpoint and device lifecycle (laptops, phones, OS images, Intune policies), ensuring secure, consistent, and automated deployment and configuration 

• Manage software access provisioning, license management, and vendor relationships across the organization  

• Maintain and optimize network infrastructure (Meraki or similar), including offices and remote access, to ensure high availability, performance, and security 

• Administrate Zoom enterprise environment including user provisioning, room systems, and integration management  

• Oversee physical and digital security systems including access card systems and facility integrations  

• Lead automation, integration, and modernization efforts to reduce manual work and improve consistency  

• Embed security and compliance requirements into day-to-day operations, working closely with Information Security and Compliance teams to achieve alignment with standards 

• Oversee AI systems deployment and management to support business productivity and innovation 

Strategic Planning and Management 

• Partner with business stakeholders to understand evolving needs and translate them into operational improvements 

• Develop and execute the IT operations roadmap aligned with business growth objectives 

• Manage multiple concurrent projects including infrastructure upgrades, system migrations, and new technology implementations 

• Control IT operations budget, optimize costs, and provide regular financial reporting to leadership 

• Establish vendor relationships and negotiate contracts for hardware, software, and services 

• Collaborate with other IT leaders on cross-functional initiatives and enterprise architecture decisions 

• Prepare executive-level reports on operations performance, initiatives, and strategic recommendations 

 Job Qualifications 

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or related technical discipline 

• Minimum 12 years of progressive experience in IT operations, infrastructure management, or related technical roles 

• At least 5 years of experience in a leadership or management position overseeing technical teams 

• Proven experience managing geographically distributed teams across multiple regions or countries 

• Strong organizational skills with ability to prioritize competing demands effectively 

• Exceptional people leadership skills with proven ability to motivate, develop, and retain high-performing teams 

• Ability to balance technical optimization with practical user experience considerations 

• Deep expertise with Microsoft 365 administration including Exchange Online, Teams, SharePoint, and security features 

• Strong background in network infrastructure management, preferably with Cisco Meraki or similar SD-WAN solutions 

• Hands-on experience with enterprise security tools such as Zscaler, endpoint protection platforms, vulnerability management, and SIEM solutions 

• Demonstrated track record of implementing automation and process improvements that delivered measurable business value 

• Experience managing IT operations for organizations with 500 – 1,000 users 

• Strong project management skills with ability to manage multiple initiatives simultaneously 

• Location: Based in New York City or Boston area with a weekly 40% in office expectation  

Additional Skills/Experience 

• Advanced degree (Master's) in Computer Science, Information Technology, or related field 

• Relevant certifications such as Microsoft 365 Certified: Enterprise Administrator Expert, ITIL Foundation, PMP, or CISSP 

• Experience in healthcare, life sciences, or professional services industries 

• Background with Zoom enterprise administration including Zoom Rooms and integrations 

• Familiarity with AI/ML platforms and deployment in enterprise environments 

• Experience with infrastructure-as-code tools (Terraform, Azure Resource Manager) 

• Knowledge of GDPR, HIPAA, or other data protection and compliance frameworks relevant to healthcare consulting 

• Prior experience with Darktrace, Rapid7, or Absolute device management platforms 

The starting salary for this position is $150,000. 

In addition to the base salary, you will be eligible for an annual discretionary performance bonus, and a comprehensive benefits package.