Manager, IT Operations

Manager, Information Technology Operations

Paths Management is a full-scale, vertically integrated affordable housing developer, builder, and operator. Since 2004, the Paths team has been on a journey of growth, creating and preserving high-quality, affordable housing across the U.S. With over 16,000 units across 13 states under management and more than 600 employees, Paths manages a suite of capabilities spanning the entire property life cycle, including development, construction, property management, maintenance, and security.

Summary/Objective: The Manager, IT Operations leads day-to-day IT operations and service delivery and translates technology strategy into consistent execution. The role directly manages the two IT Support Specialists and the End User Technology Specialist; oversees service performance, escalations, operating metrics, and change coordination; and serves as the primary project manager for technology activities associated with property onboarding and offboarding. The manager works collaboratively with the Digital Workplace Systems Specialist and Network & Security Specialist and maintains sufficient hands-on technical capability and authorized access to provide approximately 50% technical redundancy across both areas during absences, incidents, projects, and periods of peak demand. In the absence of the Vice President, Information Technology, the manager acts in a leadership capacity to maintain operational continuity, coordinate department activities, and elevate decisions that require executive authority.

Classification: Exempt
Location:
Hybrid Schedule: Three (3) days in office and Two (2) days remote

Essential functions/Responsibilities: duties include but are not limited to the following:

Operations Leadership & Service Delivery

• Lead daily IT operations and ensure consistent, timely, and responsive support across corporate and property environments.
• Directly manage, coach, and develop two IT Support Specialists and the End User Technology Specialist, including work allocation, coverage planning, performance expectations, documentation standards, and professional development.
• Oversee service desk operations, ticket backlog health, escalation management, service quality, operating metrics, trend analysis, and recurring service-delivery reporting.
• Establish and maintain incident, request, problem, change, and escalation practices that support accountability and predictable outcomes.
• Serve as the operational escalation point for complex user-impacting issues and coordinate work across internal specialists and retained vendors.
• Develop and maintain service catalogs, escalation matrices, standard operating procedures, runbooks, knowledge articles, and operational dashboards.

Property Transition Project Management

• Serve as the primary IT project manager for property onboarding, offboarding, acquisitions, dispositions, and related transition activities.
• Develop transition plans, schedules, responsibilities, risks, dependencies, communications, and completion criteria in coordination with business stakeholders.
• Coordinate network setup and cutover activities, including ISP readiness, firewall and switching requirements, wireless coverage, vendor scheduling, equipment delivery, testing, and issue resolution.
• Coordinate user provisioning, device deployment, telecommunications, printing, application access, field support, and transition communications.
• Partner with All IT and other field-service providers to schedule, oversee, and validate hands-on property work.
• Conduct post-transition reviews and maintain repeatable transition standards, checklists, and lessons learned.

Technical Collaboration, Redundancy & Escalation Support

• Work collaboratively with the Digital Workplace Systems Specialist and Network & Security Specialist to coordinate operational priorities, escalations, incidents, projects, and cross-functional technology activities.
• Maintain working knowledge and authorized access sufficient to provide approximately 50% technical redundancy across Digital Workplace and Network & Security functions.
• Provide operational support for Microsoft 365, Entra ID, Intune, Exchange Online, endpoint administration, identity, access, and related escalations as coverage needs require.
• Provide operational support for network troubleshooting, firewalls, VPNs, connectivity, monitoring escalation, incident coordination, and vendor escalation as coverage needs require.
• Support root-cause analysis, major incident coordination, recovery activities, and communication during service disruptions.
• Participate in cross-training, documentation, and knowledge-transfer activities that strengthen continuity across the department.

Governance, Vendors & Continuous Improvement

• Support the Vice President, Information Technology with operational planning, budgeting inputs, performance reporting, risk identification, and department priorities.
• Act in a leadership capacity during the Vice President?s absence to maintain operational continuity, coordinate department activities, and elevate material risk, cost, security, business-impact, or policy decisions for executive review.
• Manage operational relationships with retained providers, including All IT for field services and other operational technology vendors as assigned. Collaborate with the Network & Security Specialist when operational activities involve security monitoring, incident response, or cybersecurity-vendor support.
• Identify opportunities to reduce recurring incidents, automate manual work, improve tooling, strengthen documentation, and increase service efficiency.
• Promote secure, standardized, and auditable operating practices across all IT services.

Requirements:

• Bachelor?s degree in Information Technology, Computer Science, Business, or a related field preferred; equivalent experience will be considered.
• Seven or more years of progressive information technology experience, including at least two years of people-management or team-lead responsibility.
• Demonstrated experience managing IT operations, service desk functions, escalations, service metrics, and support processes.
• Demonstrated project-management experience involving infrastructure deployments, office or property openings, migrations, acquisitions, dispositions, or comparable transitions.
• Broad hands-on experience across Microsoft 365, Entra ID, Intune, Exchange Online, Windows endpoints, networking, firewalls, VPNs, and monitoring tools.
• Ability to work collaboratively with specialist roles and provide credible technical redundancy across digital workplace and network functions.
• Strong vendor-management, stakeholder-communication, documentation, prioritization, and problem-solving skills.
• Ability to manage competing priorities, lead through service disruptions, maintain continuity during leadership absences, and recognize when decisions require executive escalation.
• Preferred certifications include ITIL Foundation, Microsoft 365 or Azure certifications, Network+, Security+, CCNA, PMP, or comparable credentials.

Salary Range: $125,000 - $135,000

Benefits:

• Medical Insurance: 100% of medical benefits paid for employees only
• Voluntary dental and vision plan options
• Bonus eligible
• 401(K) available plus company match
• Flexible Paid Time Off
• 12 Paid Company Holidays
• FSA, Dependent Care, and Commuter Benefits
• Voluntary short-term disability, long-term disability, life insurance, dependent coverage
• Voluntary accident insurance, critical Illness insurance, and hospital indemnity Insurance
• Company paid Executive Whole Life Insurance coverage
• Employee Referral Program
• Employee Assistant Program (EAP)

PMG