[Remote] Manager, Enterprise IT Operations

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, ensuring that technology initiatives are delivered reliably and consistently, while managing day-to-day IT operations and vendor relationships.ResponsibilitiesAct as the primary execution partner to Underscore’s CTOTranslate technology strategy, roadmaps, and priorities into clear, actionable workplansEnsure all technology initiatives align with defined governance, standards, and enterprise architectureTrack and drive progress across all active initiativesOwn day-to-day coordination of IT initiatives and roadmap executionEnsure all technology work is delivered with clear ownership, defined timelines, and measurable outcomes across internal teams and vendorsProactively surface and resolve delivery blockers, eliminating delays and maintaining forward momentum across all initiativesMaintain clarity on ownership, timelines, and deliverables across all workstreamsOwn the MSP relationship as a managed service, not a support functionDefine clear direction, scope, and expected outcomes for all vendor workEnforce service accountability through SLAs, responsiveness, and delivery qualityEnsure work is aligned to business priorities, not ticket volumeCoordinate across vendors and internal stakeholders to ensure seamless deliveryEnsure communication and alignment across business units, Global Ops, and Strategic OpsAct as the connective layer between: Enterprise systems (IT, security, Microsoft tenant)Strategic workflows (Wrike, automation, reporting data and inputs)Drive consistent system adoption across teamsLead initial intake and discovery for new technology requestsPartner with stakeholders to clarify business needs, scope, and impactTranslate requests into structured, decision-ready inputs for leadershipSupport prioritization processes led by the CTO and executive teamDrive successful onboarding and adoption of enterprise tools and platformsCoordinate training efforts across teams to ensure all team members are able to use the systems efficientlyEnsure tools are used consistently and effectively across the organizationReinforce standardized processes and reduce reliance on workaroundsSupport enterprise capabilities across: IT & Security tools, Microsoft environment, System integrationsEnsure systems are reliable, secure, and aligned to scale needsSkills5–7 years of progressive experience in IT operations, systems management, or technology program executionProven track record managing or coordinating external IT vendors, MSPs, or third-party partnersExperience driving cross-functional technology initiatives across multiple teams and stakeholdersHands-on experience working with enterprise systems such as Microsoft 365, collaboration tools, and integration platformsDemonstrated ability to track and deliver initiatives on time in fast-paced, multi-system environmentsStrong IT operations or systems management backgroundExperience managing MSPs, vendors, and cross-functional stakeholdersKnowledgeable of cybersecurity frameworks, standards and best practices (i.e. NIST, SOC)Highly organized with strong program management and execution disciplineAble to translate business needs into structured technical workComfortable operating in environments with multiple systems (Microsoft, Wrike, BI tools, etc.)Experience working in a services-based or agency environment with distributed teamsExposure to IT service management (ITSM) practices such as incident, change, and problem managementExperience supporting system implementations, migrations, or operational transformation effortsBachelor's degree in Information Technology, Computer Science, Business, or a related field preferredRelevant Microsoft certifications in Microsoft 365, Azure or security domains are a plus, demonstrating familiarity with enterprise platforms, system administration, and governance best practicesCompany OverviewWe perform that evaluation with rigor and focus, combining the latest in data-driven ad technology with human-led insight. It was founded in 2002, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is http://www.underscoremarketing.com/.