Senior IT Operations Engineer

About the role:

We are seeking a highly capable and detail-oriented Senior IT Operations Engineer to join our Business Technology team as a foundational member of our small and growing group. In this role, you will directly shape the future of IT at Garner by driving critical projects that enable us to scale securely and efficiently. For example, you will take ownership of core infrastructure, such as our endpoint management (MDM) and SaaS platforms, to ensure our employees have the reliable and modern tools needed to do their best work. You will also bring structure to our fast-moving environment by helping to implement foundational frameworks like Role-Based Access Control (RBAC) and evidence gathering for key compliance initiatives like HITRUST. This work is vital to strengthening our operational capacity and security posture, providing the trusted foundation necessary for Garner to achieve its mission.

Where you will work:

This role will be based in our New York City office. You must be willing to work in the office 3 days per week on Tuesday, Wednesday and Thursday. 

What you will do:

• Own the complete lifecycle of our MDM platforms, including the configuration, monitoring, and administration of Jamf Pro for macOS/iOS; plan and eventually implement a Windows management solution (Microsoft Intune)
• Manage and maintain our office network infrastructure (primarily Ubiquiti UniFi) to ensure high levels of stability, reliability, and performance
• Administer and support our conference room technology and A/V equipment (primarily Zoom Rooms)
• Administer day–to-day operations in core IT systems (e.g., Okta, Google Workspace, Atlassian, Zoom, Slack, Looker, Snowflake, FreshService)
• Drive ticket resolution for a backlog of L2/L3 escalations, helping to establish and maintain SLA targets and improve quality of service
• Manage user lifecycle processes including provisioning, deprovisioning, access audits, and role-based access control (RBAC)
• Contribute to compliance initiatives (HITRUST, SOC 2, HIPAA) by maintaining systems documentation, performing periodic access reviews, and delivering evidence for audits
• Create, improve, and maintain standard operating procedures (SOPs) and internal knowledge base articles
• Collaborate with and help manage relationships with third-party IT vendors and managed service providers (MSPs), including supporting service transition projects
• Identify areas for operational improvement and propose scalable solutions or automation opportunities

What you will bring to the team:

• 5+ years of IT Operations experience in a cloud-forward environment
• Proven expertise in owning and administering MD (Jamf Pro and Intune)
• Deep, hands-on experience administering an identity provider (preferably Okta) and core SaaS applications (e.g., Google Workspace, Slack, Atlassian)
• Experience managing office network hardware (e.g., Ubiquiti UniFi) including switches, access points, and firewalls, with a strong understanding of core networking protocols (DNS, DHCP, VLANs); Unifi or Cisco networking certification preferred
• Experience serving as a key escalation point (L2/L3) for complex technical issues within an ITSM framework (e.g., Freshservice, Jira Service Management)
• Familiarity with low-code automation tools (e.g., Okta Workflows, Retool, Zapier)
• Direct experience with compliance frameworks like HITRUST, SOC 2, and HIPAA
• A proactive, hands-on approach and a commitment to collaborative problem-solving
• Excellent communication and documentation skills

Technologies we use: 

• Okta Workforce Identity, Okta Workflows, Jamf Pro, Intune/O365, FreshService, Google Workspace, Airtable, Retool, Atlassian Jira, Slack, Zoom & Zoom Rooms, Snowflake, Looker, Salesforce, AWS, Datadog

Compensation Transparency:

The target salary range for this position is $144,000 – $185,000. Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans, including but not limited to: flexible PTO, Medical/Dental/Vision plan options, 401(k), Teladoc Health and more.