About the Role
Employee Benefits Corporation is hiring for an
IT Operations Manager. The IT Operations Manager is a hands-on leader responsible for daily execution and continuous improvement of IT support services. The role oversees Level 1, Level 2, and designated Level 3 (KTLO/Run) performance, ensuring consistent intake, prioritization, escalation, and closure across employee-facing support. In a lean environment, this role manages a small team and partners closely with Platform Engineering/Cloud Enablement, Security, and other support groups to drive effective routing and timely resolution. The Operations Manager also leads IT provisioning, licensing, vendor management, and employee-facing communications during service disruptions. The role emphasizes service reliability and supportability across on-premise, SaaS, and cloud services, including identity/access, endpoint experience, vendor escalation, and operational hygiene within established platform guardrails.
Location
A hybrid schedule is expected in this role with 1-2 days per week onsite at our Middleton, WI office and the remaining days either onsite or remote from your home office.
Who We Are
Employee Benefits Corporation (EBC) is a trusted, national third-party administrator with decades of experience delivering consumer-driven benefit solutions. We combine deep industry expertise and exemplary service with a bold vision for the future-where technology is thoughtfully applied to enable an intuitive user experience and elevate how consumers engage with their benefits.
What You'll Do
- Lead daily IT service operations, including queue management, SLA performance, ticket quality, and adherence to service standards and best practices.
- Provide hands-on leadership as a playercoach, supporting troubleshooting, onboarding execution, and customer communications while coaching staff on technical rigor, prioritization, documentation, and service quality.
- Establish a consistent intake, triage, and escalation model for all support channels (tickets, calls, alerts, walk-ups), ensuring clear procedures, routing rules, and timely escalation of blockers.
- Manage incident and escalation response endtoend, including severity assessment, stakeholder coordination, cross-team engagement, and serving as the employee-facing communications lead during service disruptions.
- Oversee IT provisioning, endpoint readiness, and lifecycle processes, including onboarding/offboarding, device setup and refresh, asset management, licensing administration, and SaaS/M365 operational support.
- Own KTLO/Run operational hygiene and maintenance, coordinating patching, firmware updates, validation routines, SaaS admin tasks, and related communications and verification activities.
- Maintain and improve operational documentation and knowledge assets, including knowledge base content, support playbooks, outage communication templates, and service reliability patterns.
- Drive continuous improvement and operational maturity, using metrics and trends to identify improvements in process, tooling, automation, training, vendor engagement, and cost management.
What You Bring
Qualifications:
- Bachelor's degree in a computer-related discipline or equivalent experience, with at least seven years in enduser computing and service operations supporting modern endpoint management and cloud/SaaS environments.
- Minimum three years of direct peoplemanagement experience, with demonstrated ability to coach, develop, and hold teams accountable.
- Advanced troubleshooting capability in at least two relevant domains (e.g., identity/access, endpoint management, virtual desktop environments, core infrastructure dependencies).
- Strong operational leadership experience, including queue management, prioritization, escalation handling, SLA adherence, and service management best practices.
- Hands-on technical proficiency across common end-user technologies (Windows endpoints, identity/access basics, peripherals), M365 (Teams, SharePoint, OneDrive, Exchange Online, D365), Intune, and hybrid onprem/cloud environments.
- Strong communication and customer service skills, with experience delivering clear employee-facing outage/status communications and translating technical concepts for nontechnical audiences.
- Experience with ITSM tools, metrics/KPIs, documentation practices, and the ability to identify recurring issues and implement corrective solutions.
- Ability to manage multiple operational workstreams, maintain professionalism under pressure, travel as needed, and meet transportation requirements (valid driver's license and reliable vehicle).
Ideally you may have experience with:
- Experience with automation and modern delivery workflows, including PowerShell, Microsoft Graph, APIs, or AIenabled operational tooling.
- Background partnering with Security and Infrastructure teams on provisioning workflows, endpoint management improvements, or operational hardening in securityfirst environments.
- Experience with asset and license management processes in regulated or compliancedriven organizations.
Why EBC
- A welcoming, collaborative team culture where every voice matters
- Competitive pay and comprehensive benefits, including employee ownership
- A culture built on clarity, empathy, and continuous improvement
- Continuous learning and career development to help you grow as we invest in future-ready solutions and seamless user experiences
- Flexible work options designed to support a healthy work-life balance
How to Apply
Ready to make an impact? Apply now. We're excited to meet you. |
Employee Benefits Corporation
Mar 13, 2026