IT Operations Manager

Position Overview:

• Pay Range Minimum: $90,320
• Pay Range Maximum: $122,080
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The IT Operations Manager administers departmental computing environment to ensure integrity and reliability. The IT Operations Manager executes and participates in technical projects and assists in managing lifecycle of these projects. The IT Operations Manager provides strategic and operational leadership for departmental technology systems, endpoint management, media production infrastructure, procurement coordination, and technical operations within MIT Open Learning. This role supports approximately 180 staff members across multiple groups with varying operational and technical requirements.

The position operates with a high degree of autonomy and serves as a key resource for maintaining reliable, secure, and scalable technology operations while supporting organizational growth, infrastructure integration, media production workflows, and operational continuity.

Principal Duties and Responsibilities (Essential Functions**):

• This technical support position depends on real-time, in-person work with all members of the Open Learning community. In-person presence in Cambridge, MA is an essential function of this role because desktop support is delivered to constituents working in person, equipment is shipped to/from our on-campus office, and equipment to be tested and inventoried is located on campus.

• Lead day-to-day operational management of departmental technology systems, endpoint environments, and technical support services across Open Learning

• Support and maintain a diverse and evolving technology environment consisting of multiple groups with differing operational scopes and technical requirements, ensuring ongoing efficiency and optimization of operational processes and network systems.
• Administer and support a mission-critical high-performance video editing and storage environment supporting Open Learning media production operations.
• Manage backup, archival, and long-term retention processes for large-scale digital video assets and related production data critical to departmental operations.
• Coordinate with video production and content teams to ensure reliability, continuity, and performance of editing, storage, and media workflow systems.
• Oversee onboarding/offboarding processes, endpoint deployment, systems administration, access management, and operational support for staff across the department.
• Administer and support departmental conference room AV systems and collaboration technologies, including management of Barco ClickShare environments and related hardware supporting meetings, presentations, and hybrid collaboration workflows.
• Administer departmental conference room scheduling resources and collaboration systems, including management of room calendars, access permissions, booking workflows, and operational support for administrative teams.
• Provide operational support and initial troubleshooting for departmental business applications including Salesforce and HubSpot, coordinating with MIT central IT and external vendors when backend updates, integrations, account modifications, or plugin support are required.
• Make recommendations for software/hardware purchases and upgrades considering evaluation of new offerings and the impact of proposed vendor changes to existing service (either via projects, initiatives, or releases)
• Coordinate vendor relationships, support agreements, warranty services, and procurement processes related to conference room and collaboration technologies.
• Coordinate procurement, inventory tracking, equipment lifecycle management, vendor relationships, software licensing, and related operational processes; lead cost benefit risk and analysis for IT services and equipment and make recommendations for extending or discontinuing services.
• Manage purchasing and cost allocation workflows, ensuring technology-related expenses are accurately tracked and assigned to appropriate departmental cost objects.
• Partner with human resources to coordinate sensitive personnel-related technology operations including time-sensitive account access changes, offboarding procedures, access revocation, and security-related operational support.
• Handle highly confidential personnel and operational information in accordance with MIT policies, institutional guidelines, and security best practices.
• Serve as a trusted operational resource for confidential and compliance-sensitive technology matters requiring discretion, accuracy, and adherence to institutional policy.
• Develop and maintain operational standards, technical documentation, lifecycle procedures, backup processes, and asset management practices.
• Partner with departmental leadership and administrative teams on operational scalability, budgeting support, infrastructure planning, and technology-related initiatives.
• Coordinate with MIT central IT and external vendors to support infrastructure integrations, operational continuity, security practices, and service delivery.
• Support organizational growth, office moves, departmental integrations, and evolving operational requirements across Open Learning.
• Provide operational continuity and technical knowledge across departmental systems, infrastructure, and operational processes.
• Researches emerging technology, industry, and market trends to assist in project development and/or operational activities.
• Prepares technical specifications and requirements.
• Formulates and documents technical requirements.
• Performs other duties as assigned.
• May work nights and weekends, as required.
• The IT Operations Manager is required to work in-person a minimum of 2 days/week, Wednesday is the anchor day and Tuesday or Thursday as needed to support various groups. If the IT Operations Manager needs be on site on a Monday or Friday for project work, this would be in addition to the Wednesday and Tuesday/Thursday requirement.

Supervision Received:

Reports to the Senior Manager Administrative Operations

Supervision Exercised:

N/A

Qualifications & Skills: 

MINIMUM REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree in a related field required.
• Minimum 7 years’ experience supporting hybrid Window and Macintosh environments required.
• Proficiency with Windows and macOS client operating systems, iOS and Android mobile platforms, and enterprise productivity and business platforms including Microsoft 365, SharePoint, Google Drive, Dropbox Business, Adobe Creative Cloud, Salesforce, and HubSpot, with familiarity using AI-enabled productivity and collaboration tools in enterprise environments.
• Experience with enterprise shared-storage and media-production environments, including Quantum StorNext platforms.
• Working knowledge of enterprise networking concepts and technologies, including TCP/IP, Ethernet, switching, routing, VLANs, and wired and wireless network topologies.

PREFERRED EDUCATION AND EXPERIENCE:

• Familiarity with MIT and Open Learning systems, policies, structure, mission & IT needs preferred.
• Experience administering projects, programs or processes is preferred.

** To comply with regulations by the American with Disabilities Act (ADA), the principal duties in job descriptions must be essential to the job. To identify essential functions, focus on the purpose and the result of the duties rather than the manner in which they are performed. The following definition applies: a job function is essential if removal of that function would fundamentally change the job.