AHIP · 18 hours ago
IT Operations Manager
Washington, DC
Full-time
Hybrid
Senior Level
7+ years expAHIP is the industry-leading trade association of health insurance providers striving to make health care better and coverage more affordable for every American. They are seeking an IT Operations Manager to oversee the daily performance, availability, and security of their technology ecosystem, managing IT support functions and ensuring operational excellence in cloud infrastructure and enterprise applications.
Non ProfitHealthcareAssociationHealth Care
Responsibilities
Oversee the daily operations of the IT Service Desk, serving as the escalation point for complex technical issues
Manage IT Support Analysts and the outsourced MSP to ensure tickets are resolved within Service Level Agreements (SLAs) and user satisfaction remains high
Serve as the primary administrator for the Microsoft 365 tenant and Azure environment
Manage user identities, Exchange Online, SharePoint, OneDrive, Teams, and Intune/Endpoint Manager policies to ensure a secure and productive digital workspace
Act as the primary operational liaison with AHIP’s Managed Services Provider (MSP) and other technology vendors
Monitor vendor performance, review monthly service reports, and hold providers accountable for deliverables, SLAs, and contract obligations
Manage the lifecycle of hardware and software assets, including laptop procurement, imaging, and inventory tracking
Oversee the maintenance of on-premise and cloud infrastructure, ensuring backups, patching, and disaster recovery systems are tested and functional
Streamline and execute technical onboarding and offboarding processes for employees and contractors, ensuring timely access provisioning and secure data retention in compliance with AHIP policies
Collaborate with the VP of IT to implement cybersecurity best practices
Operationalize security policies such as Multi-Factor Authentication (MFA), Conditional Access, email security gateways, and vulnerability remediation
Ensure appropriate system-level protections, such as endpoint protection and backups, are in compliance with established policies
Create and maintain comprehensive technical documentation, including network diagrams, standard operating procedures (SOPs), and knowledge base articles to support the IT team and end-users
Lead technical execution for IT projects, such as system migrations, software rollouts, and office technology upgrades
Coordinate with internal stakeholders and external vendors to deliver projects on time and within budget
Oversee the operation and maintenance of conference room AV technology and collaboration tools (Zoom/Teams Rooms) to support hybrid meetings and member engagements
Assist the VP of IT in tracking operational expenses, reviewing invoices for accuracy, and identifying optimization within software licensing and hardware procurement
Analyze helpdesk metrics and system performance data to identify trends and recommend process improvements or training opportunities for staff
Perform other related duties as assigned
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent operational experience)
Minimum of 7 years of progressive IT experience, with at least 3 years in an operations management or team lead role
Deep technical expertise in the Microsoft 365 stack, including Admin Center, Exchange, Teams, SharePoint, and Entra ID (Azure AD)
Proven experience managing Managed Service Providers (MSPs) and third-party vendors, including contract and SLA enforcement
Hands-on experience with Microsoft Azure infrastructure (IaaS/PaaS) and Intune/Autopilot for device management
Strong understanding of IT Service Management (ITSM) principles (e.g., Incident, Problem, and Change Management)
Demonstrated success in troubleshooting complex technical issues and acting as a Tier 3 escalation point
Experience supporting hybrid workforces and managing remote support tools
Preferred
Microsoft Certifications (e.g., Microsoft 365 Certified: Enterprise Administrator Expert, Azure Administrator Associate) are highly preferred
Experience in the association or nonprofit sector is a plus
Strong customer service orientation with the ability to explain technical concepts to non-technical stakeholders
Excellent organizational skills with the ability to prioritize tasks in a fast-paced environment
Commitment to continuous learning and staying current with emerging Microsoft technologies
Company
AHIP
AHIP is the national association whose members provide health care coverage, services, and solutions to hundreds of millions of Americans every day.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
John Mathewson
Chief Operating Officer
Kate Berry
Senior Vice President Clinical Affairs and Strategic Partnerships
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