Company Overview

AvonRisk 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, InterMed, 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 AvonRisk, you’re part of a team that values good judgment, curiosity, and accountability, and gives you the support to succeed. 

Mission and Philosophy

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.

Position Summary

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.  

Key Responsibilities

Team Leadership & Development

• 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.  

Performance & Analytics

• 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.

Process Optimization & AI Innovation

• 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.

Hands-On Technical Support

• Provide white glove, high-touch technical support to end users, serving as an escalation point for complex issues.
• Administer and support Active Directory, Entra ID, 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 disposal.
• Manage the complete employee technology lifecycle including onboarding, role changes, and offboarding.
• Act as the escalation point for the Support Engineers to reduce the escalation load to the IT Engineering team.
• Assist IT engineering teams with infrastructure projects and new technology deployments.

Required Skills & Experience

• 5+ years of experience in an internal IT support role within an enterprise environment.
• Proven experience leading, mentoring, or managing technical support staff.
• Hands-on experience supporting Active Directory, Entra ID, and Group Policy.
• Proficiency with Microsoft 365 administration (Exchange, SharePoint, Teams, OneDrive).
• Experience with Windows 365 Cloud PCs, Intune device management, and Autopilot deployment.
• Strong experience supporting both Windows and Mac operating systems.
• Familiarity with copy/print hardware deployment, configuration, and troubleshooting.
• Demonstrated experience with IT Asset Management practices and tools.
• Experience defining, tracking, and reporting on support KPIs and metrics.
• Track record of identifying and implementing process improvements.
• Strong interest in AI, automation, and emerging technologies with practical examples of driving efficiency.
• Excellent interpersonal and communication skills with a genuine client-first mindset.
• Ability to deliver white glove service with professionalism, patience, and empathy.
• Strong organizational skills and ability to thrive in a fast-paced environment.

Preferred Qualifications

• Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator, Microsoft Certified: Azure Fundamentals).
• Experience with ITSM/ticketing platforms including reporting and workflow configuration.
• Hands-on experience implementing AI tools such as Microsoft Copilot, chatbots, or automation platforms.
• Experience with PowerShell or other scripting for automation.
• Background in building self-service portals or knowledge bases.

Salary Range: $125,000 - $150,000

Benefits:

We take care of our people so they can take care of their work and their teams. AvonRisk offers a competitive, people first benefits package designed to support your health, financial security, and career growth, including:

• Comprehensive medical, dental, and vision benefits
• Company contributions to HSA and FSA plans
• Employer paid life and disability insurance-paid life and disability insurance
• 401(k) with company match
• Paid time off (PTO) and company paid holidays
• Learning and development opportunities that support real career advancement
• Employee assistance resources and a supportive culture that values balance and well-being

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Pursuant to the Los Angeles and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest or conviction records.

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