IT Operations Engineer at Center for… · Oakland

Summary: The Center for Employment Opportunities (CEO) provides employment services to people recently released from incarceration. They are seeking a Senior IT Operations Engineer to own and improve core operational systems of IT, focusing on identity and access management, endpoint/device management, and IT service management to ensure scalable, secure, and standardized IT operations across a distributed workforce. Responsibilities: - Own Entra ID (Azure AD) as the system of record for identity - Design and maintain SSO and MFA across SaaS applications - Build and enforce joiner / mover / leaver workflows - Reduce reliance on app-level credentials (e.g., Adobe, non-SSO tools) - Partner with CRM and business teams to standardize access models - Lead implementation and ongoing management of Microsoft Intune (MDM/MAM) - Define and enforce device compliance policies - Improve patch management and endpoint security posture - Rationalize duplicate/unused devices and reduce endpoint sprawl - Establish lifecycle standards (provisioning → usage → decommissioning) - Establish a single source of truth for all IT assets - Reconcile discrepancies between systems (e.g., TrendMicro, ManageEngine) - Map users ↔ devices ↔ applications - Partner with IT Associate to ensure data accuracy and process adherence - Own implementation and administration of an ITSM platform (e.g., Jira, Freshservice) - Define:Ticket intake processes - Categorization standards - SLA definitions - Enforce single point of entry for all IT requests - Build reporting dashboards for:Ticket volume - SLA performance - Recurring issues - Act as the day-to-day operational owner of MSP performance - Enforce:Proper ticket logging (including calls) - SLA adherence - Root cause analysis (RCA) for recurring issues - Identify and eliminate repeat incidents through process or technical fixes - Strengthen access controls for systems containing PII and PCI data - Ensure consistent enforcement of MFA and device compliance - Support audits and compliance efforts through improved operational controls - Identify repetitive manual tasks and automate where possible - Improve onboarding/offboarding speed and accuracy - Reduce ticket volume through standardization and system improvements - Participating in IT Systems Committee meetings as needed - Supporting IT projects that improve the efficiency, effectiveness and accessibility of CEO - Providing IT guidance on system integrations, analytical and/or technical support for special projects - Conducting quantitative and qualitative data analysis, identifying trends, produce reports, mapping processes and leading other strategic initiatives as needed Required Qualifications: - 5+ years in IT operations, systems engineering, or similar role - Strong experience with: Entra ID / Azure AD, SSO / SAML / OAuth - Endpoint management (Intune or similar) - Experience implementing or managing an ITSM platform - Experience in device lifecycle management (laptops, mobile, etc.) - Strong troubleshooting skills across identity, endpoint, and SaaS environments - Experience working with or managing MSPs or outsourced IT support - Successfully project managed initiatives that involve motivating, coordinating, and collaborating with geographically dispersed and diverse teams; can collaborate across all levels and functions - Familiarity with SaaS-heavy ecosystems (50+ applications) Preferred Qualifications: - Experience with asset management tools and reconciliation - Basic scripting (PowerShell, Python) for automation - ITIL Foundation or equivalent operational framework knowledge Required Skills: Entra ID, Azure AD, SSO, SAML, OAuth, Endpoint management, Intune, ITSM platform management, Device lifecycle management, Troubleshooting identity systems, Troubleshooting endpoint systems, Troubleshooting SaaS environments, MSP management, SaaS ecosystem familiarity, Asset management tools, Scripting (PowerShell), Scripting (Python), ITIL Foundation, Project management Benefits: Medical and dental coverage, Professional development opportunities, Paid parental leave, Participation in a retirement plan, Sick and vacation leave, Paid holidays, Lunch and learns, Team outings, Holiday gatherings