Information Technology Operations Manager
3 days ago
New York
Icon Parking is seeking an experienced, hands-on IT Operations Manager to oversee day-to-day technology operations across our portfolio of parking facilities and corporate offices. This role serves as the primary internal point of contact for all technology-related initiatives, infrastructure, user support, vendor management, telecommunications, cybersecurity coordination, and field technology operations. The successful candidate will partner closely with managed service providers (MSPs), telecommunications carriers, software vendors, parking technology providers, and internal business leaders to ensure secure, reliable, and efficient technology services throughout the organization. This is a hands-on leadership role requiring approximately a 50/50 balance of technical execution and operational/vendor management. While strategic planning and vendor oversight are critical, this individual must also be comfortable troubleshooting issues, visiting field locations, supporting infrastructure, and assisting with technology deployments. The ideal candidate has prior experience working within a Managed Service Provider (MSP) environment or supporting multi-site organizations and understands how to balance technical responsibilities with operational leadership. This position offers a defined growth path into Senior IT Manager and future technology leadership opportunities. PRIMARY DUTIES AND RESPONSIBILITIES The employee must be able to perform the essential functions of the position, with or without reasonable accommodation. Infrastructure & Network Administration • Serve as the primary internal owner for day-to-day IT operations across all company locations., • Monitor, maintain, and optimize enterprise network infrastructure, including firewalls, WAN connectivity, VPNs, ISP services, and network redundancy/failover solutions., • Coordinate with managed service providers to ensure maximum network uptime, performance, reliability, and security., • Troubleshoot and resolve network outages, connectivity issues, infrastructure failures, and performance concerns., • Maintain accurate network documentation, system configurations, diagrams, and operational procedures., • Assist with infrastructure planning, technology refreshes, upgrades, and new technology implementations., • Evaluate emerging technologies and recommend improvements that support business objectives. Microsoft 365 & User Administration • Administer Microsoft 365, including licensing, user provisioning, mailbox management, and account administration., • Manage Active Directory, Entra ID (Azure AD), security groups, permissions, and user access., • Support IBM MaaS360 and other endpoint/mobile device management solutions., • Coordinate employee onboarding and offboarding, including laptop deployments, workstation configuration, account creation, and access provisioning., • Ensure employees receive the appropriate hardware, software, licenses, and system access necessary to perform their responsibilities., • Maintain security best practices, including MFA, password policies, access reviews, and identity management. Vendor & Project Management • Serve as the primary liaison between the company and external technology vendors., • Manage relationships with Managed Service Providers (MSPs), telecommunications carriers, internet service providers, cybersecurity partners, parking technology vendors, and software providers., • Coordinate technology installations, infrastructure upgrades, circuit deployments, hardware replacements, and maintenance activities., • Track vendor performance, projects, service tickets, escalations, and service-level expectations., • Escalate vendor-related issues as necessary to ensure timely resolution and minimal business disruption., • Assist with technology budgeting, procurement, contract reviews, and strategic technology planning. Field Operations & Garage Technology Support • Support parking technology systems deployed throughout the company's portfolio., • Coordinate troubleshooting involving parking equipment, payment systems, cameras, access control systems, kiosks, networking equipment, and related technologies., • Provide Tier II/Tier III technical support to corporate users, field personnel, and operational teams., • Conduct site visits as needed to diagnose, repair, or coordinate technology issues., • Support internal field technicians and provide technical guidance when escalated issues arise., • Assist with new garage openings, acquisitions, technology deployments, and infrastructure transitions., • Partner closely with Operations to ensure technology supports day-to-day business needs across all locations. Documentation & Asset Management • Maintain accurate inventories of networking equipment, internet circuits, public IP addresses, firewalls, and technology assets., • Track IT assets throughout their lifecycle, including procurement, deployment, maintenance, replacement, and disposal., • Maintain technical documentation, asset inventories, vendor records, and operational procedures to support business continuity., • Ensure documentation remains current and supports efficient troubleshooting and disaster recovery. Cybersecurity & Compliance • Coordinate cybersecurity initiatives with managed security partners., • Assist with vulnerability remediation, patch management, endpoint protection, and security best practices., • Support cybersecurity audits, cyber insurance assessments, client security questionnaires, and compliance initiatives., • Participate in security incident response activities and post-incident documentation., • Maintain awareness of evolving cybersecurity risks and recommend improvements to strengthen the organization's security posture. Operational Support • Participate in an on-call rotation supporting critical technology incidents and business disruptions., • Coordinate resolution of urgent technology issues occurring outside normal business hours when necessary., • Support planned maintenance activities, technology deployments, and emergency response efforts that may occur during evenings, weekends, or holidays., • Provide technology support during critical business events and operational emergencies. QUALIFICATIONS & REQUIREMENTS Required • Bachelor’s degree in information technology, Computer Science, Information Systems, or related field., • 3–7 years of progressively responsible IT experience supporting enterprise or multi-site environments., • Experience working for, alongside, or managing a Managed Service Provider (MSP)., • Strong Microsoft 365 administration experience., • Experience administering Active Directory and Entra ID (Azure AD)., • Experience managing VPN technologies, firewall platforms, and enterprise networking., • Strong understanding of WAN technologies, ISP management, routing concepts, internet connectivity, and troubleshooting infrastructure., • Experience managing third-party technology vendors and service providers., • Excellent analytical, troubleshooting, organizational, and project management skills., • Strong written and verbal communication skills., • Ability to manage multiple priorities in a fast-paced environment., • Willingness to participate in an on-call rotation and provide after-hours support when business needs are required. Preferred • Experience with SonicWall, Fortinet, Peplink, or comparable firewall platforms., • Experience with IBM MaaS360 or other Mobile Device Management (MDM) platforms., • Experience supporting organizations with multiple remote offices, field locations, retail, hospitality, parking, or operational environments., • Experience managing telecommunications providers, internet service providers, and cellular carriers., • Experience supporting parking technology, surveillance systems, access control, payment systems, or operational technology., • Industry certifications such as CompTIA Network+, Security+, Microsoft, Cisco, Fortinet, or equivalent. TRAVEL REQUIREMENTS • Ability to travel approximately 15–25% annually based on business needs., • Occasional travel to company locations throughout the United States., • Ability to perform field visits, garage inspections, and operational support activities when required. WORK ENVIRONMENT • Combination of office, remote, and field environments., • Frequent interaction with operations teams, executive leadership, vendors, and external technology partners., • Regular visits to active parking facilities and corporate offices., • Availability to respond to critical business-impacting incidents outside normal business hours., • Occasional evening, weekend, and holiday work required to support maintenance activities, technology deployments, and emergency operational needs.