Ticket Operations Manager Jobs in Washington (NOW HIRING)

Job Summary:
CGC is a nonprofit investment firm that finances and originates clean energy, water, and resilient infrastructure projects. The Senior Manager, Technology Operations & Infrastructure is responsible for leading the day-to-day enterprise technology operations and digital infrastructure, ensuring operational stability and service delivery across CGC’s hybrid workforce.
Responsibilities:
• Lead daily enterprise IT operations, ensuring stable, secure, and responsive delivery of technology services across the organization.
• Oversee service desk operations, ticket management processes, escalations, service metrics, and continuous improvement of user support experience.
• Manage endpoint lifecycle processes, including procurement coordination, provisioning, deployment, patching, compliance, inventory management, and decommissioning.
• Administer and optimize Microsoft 365, Entra ID, collaboration tools, and related cloud productivity platforms.
• Coordinate user onboarding and offboarding, including account provisioning, permissions management, device readiness, and secure transitions.
• Own operational administration of workplace technology, including conference room systems, office connectivity coordination, and hybrid workforce support.
• Lead day-to-day operational vendor management for managed IT services, infrastructure partners, endpoint support, workplace technology, and service delivery providers, ensuring responsiveness, escalation follow-through, and service quality.
• Support day-to-day operational reliability of digital platforms, including access administration, vendor ticket coordination, DNS support coordination, routine updates, and issue escalation, while partnering with the VP of IT on roadmap, enhancements, integrations, and major platform changes.
• Develop and maintain operational documentation, standards, SOPs, inventories, support procedures, and knowledge base content in Confluence or successor platforms.
• Monitor system health, service trends, recurring issues, and user experience metrics; identify and implement corrective actions and process improvements.
• Provide operational support for enterprise system and infrastructure implementations, including user readiness, access setup, support procedures, documentation, and post-launch operational stability.
• Supervise and mentor junior support staff or future operations resources as the team expands.
• Evaluate and support practical uses of AI, automation, and agentic workflows that improve operational efficiency, service quality, reporting, or internal controls.
• Operate with a high degree of ownership and judgment, independently resolving issues where appropriate and escalating risks or decisions when needed.
• Perform other duties as assigned in support of CGC’s mission and operational needs.
Qualifications:
Required:
• Bachelor’s degree and 7+ years of experience, or an equivalent combination of education and directly related experience
• 5+ years of progressive responsibility in IT operations, infrastructure, end-user computing, or enterprise technology support environments.
• Demonstrated experience administering Microsoft 365, identity/access platforms, endpoint environments, and modern SaaS business systems.
• Experience managing IT support operations, vendors, escalations, and service delivery processes.
• Strong understanding of endpoint security, patching, lifecycle management, and operational controls.
• Proven ability to execute effectively in growth-stage or evolving environments with shifting priorities, competing demands, and limited oversight.
• Demonstrated leadership capability, sound judgment, and ability to independently prioritize work.
• Strong written and verbal communication skills with the ability to work across technical and non-technical stakeholders.
Preferred:
• Experience supporting technology within financial services, nonprofit, startup, federally funded, or regulated environments.
• Experience with Jira, Confluence, Intune, Entra ID, Box, Zoom, Webflow, or comparable enterprise platforms.
• Familiarity with website platform administration and vendor-led digital environments.
• Experience building or maturing internal IT operations functions.
• Familiarity with AI productivity tools, automation platforms, and emerging agentic workflow concepts.
Company:
CGC collaborates with the public and private sectors to create investments that transform markets and mobilize capital to projects that benefit the environment and the health and well-being of Americans across the country. Founded in 2009, the company is headquartered in Washington, USA, with a team of 11-50 employees. The company is currently Early Stage.