IT Operations Manager

At Lumen Dynamics, we believe access to the best healthcare information is a basic human right. Our mission is to provide a platform that can optimally inform every doctor interaction globally. This promotes health equity and builds needed trust in healthcare systems. To accomplish this our teams harness the power of data and AI-technology to unlock groundbreaking medical insights and convert those insights into action that result in optimal patient outcomes and accelerates an equitable and inclusive drug development lifecycle. Visit h1.co to learn more about us. Lumen Dynamics's Security and IT Operations team is focused on building secure, reliable infrastructure and providing world-class support that enables our global workforce to do their best work while maintaining the highest standards of security and compliance. WHAT YOU'LL DO AT Lumen Dynamics The primary objective of the IT Operations Manager is to serve as the operational backbone of Lumen Dynamics's IT infrastructure and user support. You will own IT operations end-to-end, partnering closely with our growing IT team. This role balances hands-on technical troubleshooting with strategic operational leadership, ensuring seamless service delivery across a global workforce. This role is designed for a technically strong, autonomous leader who can independently manage complex infrastructure challenges, drive operational excellence, and mentor growing teams while maintaining a hands-on approach to critical issues. You will: Serve as the primary technical and operational point of contact for IT infrastructure, support, and user services across the organization. - Manage and execute employee onboarding and offboarding workflows at scale, including device provisioning, access management, account deprovisioning, and offboarding security protocols. - Own the IT service desk ticketing system and support queue, ensuring timely resolution, clear documentation, and escalation paths that meet organizational SLAs. - Lead hands-on Tier 2 technical support and troubleshooting for end-user devices, platforms, and infrastructure issues. - Provide support across Lumen Dynamics's Global footprint with regular presence in our NYC headquarters (one day per week). - Develop, document, and continuously improve IT operational processes and runbooks that scale across teams and geographies. - Mentor the IT Operations team, establishing knowledge-sharing practices, documentation standards, and clear escalation paths for a coordinated support model. - Oversee endpoint security and device management (CrowdStrike, IRU/Kandji) to ensure organizational security posture and compliance. - Monitor and maintain identity and access management systems (Okta), ensuring secure onboarding and timely access revocation. - Proactively identify operational risks and bottlenecks, taking early action to prevent incidents and optimize service delivery. - Strategically lead and de-escalate critical IT situations, partnering with internal stakeholders (Security, Engineering, Leadership) to drive resolution. - Serve as the voice of IT operations internally, providing structured feedback to leadership and product teams on tooling, infrastructure, and security gaps. - Collaborate cross-functionally with Security, Engineering, and Business teams to ensure IT operations supports Lumen Dynamics's strategic priorities. - Drive continuous improvements in support quality, response times, user satisfaction, and operational efficiency across your team. ABOUT YOU We're looking for someone who is passionate about building reliable, secure systems and enabling people to do their best work. You bring technical depth, leadership presence, and the ability to balance hands-on problem-solving with strategic thinking. You thrive in fast-paced environments, take pride in operational excellence, and see mentoring as a core part of your role. - You are comfortable operating both strategically and tactically, diving into technical details while maintaining a high-level view of operational health and team capacity. - You are a confident communicator and presenter, able to lead conversations with non-technical stakeholders and influence operational decisions. - You have a proven track record of managing complex IT operations and driving measurable improvements in uptime, security, and user satisfaction. - You are proactive, detail-oriented, and able to manage ambiguity with confidence while mentoring others through uncertainty. - You bring genuine leadership qualities: initiative, clear communication, and the ability to scale processes and teams as the organization grows. REQUIREMENTS - 5+ years of IT operations experience, including break-fix support, infrastructure management, and user administration. - Hands-on experience with Okta (or similar identity and access management platforms). - Experience managing Google Workspace environments at scale. - Proficiency with CrowdStrike Falcon or similar endpoint detection and response (EDR) tools. - Experience with device management platforms (IRU, Ka