IT Operations Manager

American Consumer Credit Counseling is a nonprofit organization dedicated to helping individuals and families improve their financial health through counseling, debt management programs, and financial education across the United States. As an IT Operations Manager, you will play a pivotal role in ensuring the reliability, security, and compliance of the organization's technology infrastructure, supporting mission-critical services that empower our clients nationwide.

In this leadership position, you will oversee IT operations, production deployments, and service delivery, acting as a key control point between Engineering and Operations. Your expertise will help maintain robust systems, enforce operational controls, and drive audit readiness in a regulated environment.

Key responsibilities include:

• Maintain authority over production deployments, including release approvals, governance, and risk acceptance, ensuring adherence to controlled IT Operations processes.
• Enforce production controls such as change management, access management, and environment segregation (dev/test/prod).
• Provision and manage cloud infrastructure (e.g., Azure) in alignment with Architecture & Engineering specifications.
• Own and enforce CI/CD pipeline processes, including deployment gating, release approvals, and production promotion controls (e.g., GitHub Actions).
• Implement and monitor system performance using Azure Monitor and Application Insights to ensure reliability and rapid issue detection/resolution.
• Oversee IT service delivery, including helpdesk operations, user support, ticket workflows, incident response, SLAs, and escalations.
• Lead incident management efforts, coordinating response, escalation, communications, and root cause analysis.
• Execute operational security controls, manage identity and access (Entra ID, RBAC), and coordinate vulnerability remediation with IT Security.
• Manage access provisioning and deprovisioning with a focus on least privilege and auditability.
• Act as a control point between Engineering and Operations to ensure compliant, auditable changes.
• Maintain audit readiness through documentation, controls enforcement, and change/deployment tracking.
• Perform other duties as assigned to support the organization's operational excellence.

Requirements

Required Qualifications:

• Bachelor’s degree in IT, Computer Science, Information Systems, or an equivalent combination of education, certifications, and hands-on experience
• 5–8+ years of experience in IT operations, infrastructure, or systems administration
• Experience owning production deployment governance, including release approvals and risk acceptance
• Experience implementing and enforcing IT operational controls, including change management, access management, and environment segregation
• Experience leading IT service delivery and helpdesk operations for an internal user base, including ticket workflows, SLAs, and escalations
• Experience leading incident management, including coordination, communications, and root cause analysis
• Hands-on experience with Azure monitoring and performance tools, including Azure Monitor and Application Insights
• Hands-on experience with identity and access management in Microsoft Entra ID / Active Directory, including RBAC
• Experience supporting IT controls and audit readiness aligned to HIPAA requirements
• Authorized to work in the United States

Preferred Qualifications:

• Hands-on experience administering Microsoft Azure cloud infrastructure and Azure-hosted applications
• Hands-on experience owning CI/CD pipeline controls for production deployments, such as GitHub Actions gating, release approvals, and promotion controls
• Relevant certifications such as Microsoft Azure certifications or CompTIA Security+

Benefits

• Comprehensive health insurance including medical, dental, and vision coverage
• 401(k) retirement plan with company matching
• Paid time off (vacation, sick leave, and holidays)
• Professional development and training opportunities
• On-site work environment in Newton, MA
• Employee assistance programs
• Supportive, mission-driven organizational culture