IT Operations Manager

Company Overview

Avon Risk is the nation’s leading boutique TPA, specialty risk manager for self‑insured organizations, uniting respected regional leaders in workers’ compensation, liability, managed care, and risk management across 32 states. With nearly 700 professionals and brands including Intercare, Inter Med, George Hills, and AS&G Claims Administration, we’re a people‑focused, operations‑driven organization that prioritizes reasonable caseloads, strong training, collaborative teams, and expert support.

We invest in tools and workflows that reduce friction—not increase volume—and create real career paths for professionals who want to grow their careers or move into leadership. At Avon Risk, you’re part of a team that values good judgment, curiosity, and accountability, and gives you the support to succeed.

Full‑time

We were founded by operators who understand the challenges of running boutique firms in the risk management industry. We are built on the belief that boutique teams are the heart of the industry, and when given proper support, everyone wins—founders, teams, and the people they serve. Our approach is "human‑first technology and support" that amplifies seasoned judgment rather than replacing it.

The Manager, IT Operations is a player‑coach role responsible for leading a team of IT Support Engineers while maintaining hands‑on technical responsibilities. This role combines people leadership with individual contribution, requiring someone who can deliver white‑glove support, drive operational excellence, and scale team impact through process improvement and AI‑driven automation. The ideal candidate is passionate about leveraging emerging technologies to maximize efficiency and enable a lean team to deliver exceptional service.

Please note that this position is fully remote but seeking someone in Pacific time zone.

• Lead, mentor, and develop a team of three IT Support Engineers, fostering a culture of continuous improvement and client‑first service.
• Set clear expectations, conduct regular one‑on‑ones, and provide ongoing coaching to elevate team performance.
• Manage team workload distribution, coverage schedules, and capacity planning.
• Create development plans and growth opportunities for team members.
• Regularly meet with department leaders to define areas of improvement in the support realm.
• Meet weekly with the VP of IT Infrastructure and Security to review KPI’s and set quarterly planning goals for the team.

• Define, track, and report on support KPIs including ticket volume, resolution time, first‑contact resolution rate, customer satisfaction, and SLA compliance.
• Analyze support metrics to identify trends, bottlenecks, and opportunities for improvement.
• Provide regular reporting to IT leadership on team performance, operational health, and strategic initiatives.
• Establish and maintain dashboards for real‑time visibility into support operations utilizing our ITSM platform.

• Continuously evaluate and optimize support, ITAM, and employee onboarding/offboarding processes to drive efficiency.
• Stay current on AI trends and tools (chatbots, automation platforms, copilots) and identify opportunities to enhance team productivity.
• Implement AI‑powered solutions to enable self‑service, automate routine tasks, and allow the team to "do more with less."
• Champion automation initiatives that reduce manual effort while maintaining high‑quality, personalized support.
• Document and standardize processes to ensure consistency and scalability.

• Provide white glove, high‑touch technical support to end users, serving as an escalation point for complex issues.
• Administer and support Active Directory, Entra , Microsoft 365, Windows 365, Intune, and Autopilot environments.
• Support and troubleshoot Windows and Mac endpoints, ensuring optimal performance and security compliance.
• Manage and maintain copy/print hardware and solutions across office locations.
• Oversee IT Asset Management (ITAM) including procurement, inventory tracking, deployment, and…