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, serving as a critical bridge between leadership, internal teams, and external IT partners to ensure technology initiatives are delivered reliably and consistently.
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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