It Service Operations Manager Jobs in Missouri (NOW HIRING)

Job Summary:
HomeWAV is an industry leader in providing inmate communication and technology solutions. They are seeking an experienced IT Manager to lead internal IT operations and oversee the Tier 2 Technical Support team, focusing on employee technology, infrastructure, and device management.
Responsibilities:
• Manage, mentor, and coach IT and Tier 2 Technical Support team members.
• Build a culture centered on accountability, service quality, and operational excellence.
• Oversee ticket management, escalations, staffing, and resource allocation.
• Partner with the Tier 1 support team to ensure consistent troubleshooting processes and escalation procedures.
• Collaborate cross-functionally with Product, Engineering, Dispatch, Inventory, PMO, and Customer Support teams to ensure reliable service delivery.
• Oversee networks, servers, cloud services, endpoints, and collaboration platforms.
• Ensure reliable operation of employee technology including laptops, mobile devices, cloud services, and enterprise applications.
• Manage identity and access control systems (e.g., Azure AD/Entra ID, MFA, SSO).
• Ensure effective endpoint management, device security, patching, and vulnerability remediation.
• Maintain asset tracking and employee hardware procurement processes.
• Lead Tier 2 support for communication technology installed in correctional facilities.
• Serve as the senior escalation point for complex hardware and infrastructure issues.
• Partner with Product and Engineering to support new deployments, integrations, and hardware revisions.
• Monitor system performance and recommend improvements to enhance reliability and scalability.
• Support testing and validation of new hardware platforms and product features.
• Implement cybersecurity controls including endpoint protection, vulnerability management, and security monitoring.
• Maintain centralized systems monitoring and management of IT systems, endpoints, network infrastructure, and deployed devices to ensure consistent configuration, visibility, and operational control.
• Support incident response, security audits, disaster recovery, and business continuity processes.
• Ensure compliance with internal policies and industry best practices.
• Establish and track SLAs, KPIs, and operational metrics for IT and Tier 2 support.
• Drive continuous improvement initiatives that increase efficiency and user satisfaction.
• Develop and maintain processes through technical documentation, troubleshooting playbooks, and standardization procedures.
• Evaluate and manage vendor relationships and infrastructure tools.
• Provide regular reporting to leadership.
• Develop the IT operations roadmap aligned with company goals.
• Advise leadership on technology investments, innovation opportunities, and infrastructure risks.
• Manage relationships with internet service providers, hardware vendors, and security partners.
• Manage and forecast infrastructure budgets, capacity planning, and hardware refresh cycles.
Qualifications:
Required:
• Bachelor’s degree in IT, Computer Science, Engineering, or equivalent experience.
• Five (5) or more years managing IT infrastructure or advanced technical support environments.
• At least two (2) years leading technical teams.
• Experience supporting customer-facing technical support or escalation teams.
• Strong expertise in: Active Directory, Azure AD/Entra ID, Microsoft 365 administration, Intune/Endpoint Manager, Microsoft Defender and modern endpoint protection, Networking concepts (routing, switching, VPNs, segmentation), IT governance frameworks (e.g., ITIL), Security or compliance environments (e.g., SOC 2)
Preferred:
• Experience in communication technology or telecommunications
• Experience with hardware deployed in customer/field environments
• Certifications: CCNA, CompTIA CySA+, CASP+, AWS Security Specialty, Microsoft Azure
• Experience with IoT or large-scale device deployments
• Experience supporting Android-based systems
• Experience building monitoring/observability platforms
Company:
Homewav is the leader in providing reliable revenue to detention facilities with comprehensive inmate video visitation solutions & hardware. Founded in 2011, the company is headquartered in Saint Louis, USA, with a team of 51-200 employees. The company is currently Growth Stage.