Tools Manager

We are seeking a highly skilled and service-oriented Tools Manager to own and manage the enterprise platforms that enable Infrastructure Operations and End User Computing services. This role is responsible for the strategy, governance, performance, and continuous improvement of critical operational tools, including but not limited to monitoring and observability platforms, patch management solutions and Microsoft Intune.

The successful candidate will serve as the platform owner and subject matter expert for these technologies, ensuring they support operational excellence, security, automation, compliance, and a superior end-user experience. While certain operational activities may be delivered by managed service providers (MSPs), accountability for platform effectiveness, service quality, and roadmap execution rests with the Tools Manager.

• Own the lifecycle, governance, and roadmap of infrastructure operations tools and platforms.
• Manage enterprise monitoring and observability solutions, including dashboards, alerting standards, reporting, and service health visibility.
• Lead the administration and governance of patch management platforms, ensuring compliance with organizational and security requirements.
• Own Microsoft Intune platforms for endpoint management, provisioning, configuration, and policy enforcement.
• Drive automation initiatives to improve operational efficiency and reduce manual workloads.
• Establish standards, processes, and performance metrics for all managed tools.
• Work closely with Infrastructure, Security, Service Management, and End User Computing teams to align tool capabilities with business needs.
• Manage MSPs and vendors responsible for tool administration and support, ensuring SLA and KPI adherence.
• Lead platform upgrades, integrations, licensing reviews, and technology refresh initiatives.
• Produce executive-level reports and dashboards on platform utilization, compliance, service health, and operational performance.
• Identify opportunities to advance observability, analytics, automation, and AIOps capabilities across the infrastructure landscape.

WHAT IS THE JOB LIKE?

As the Tools Manager, you will be responsible for ensuring the organization's key Infrastructure Operations platforms deliver value, reliability, and operational efficiency. You will oversee the technologies that enable infrastructure monitoring, endpoint management, device provisioning, patch compliance, and operational reporting.

You will work closely with Infrastructure Engineers, Service Delivery teams, Security teams, and MSP partners to ensure that operational tools are properly configured, maintained, monitored, and continuously improved. While some day-to-day administration may be outsourced, you remain accountable for platform performance, governance, service quality, and strategic direction.

A typical day may include:

• Reviewing monitoring dashboards, service health, alerts, and operational metrics.
• Driving improvements in observability, automation, and operational reporting.
• Managing Intune policies, endpoint compliance, software deployment, and device lifecycle standards.
• Overseeing Windows Autopilot provisioning and endpoint onboarding processes.
• Monitoring patch compliance and coordinating remediation activities with internal teams and service providers.
• Managing tool upgrades, licensing, roadmap planning, and vendor engagements.
• Defining standards, policies, and governance controls for platform usage.
• Presenting operational insights, risks, and recommendations to management.
• Evaluating emerging technologies that can enhance Infrastructure Operations capabilities, including automation and AIOps.

This role combines technical leadership, service ownership, governance, vendor management, and continuous improvement responsibilities.

WHO ARE YOU?

You are a technically proficient infrastructure professional who enjoys owning platforms that are critical to service delivery. You have a strong understanding of endpoint management, monitoring, automation, and operational governance, and you can confidently engage both technical teams and senior stakeholders.

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related field.
• At least 5 years of experience in Infrastructure Operations, Systems Administration, Endpoint Management, or IT Operations.
• Experience managing enterprise platforms such as Microsoft Intune, Windows Autopilot, Monitoring and Observability Tool, Patch Management Solutions, Microsoft Azure and Microsoft 365
• Experience working with and managing MSPs, vendors, and technology partners.
• Strong understanding of ITIL and service management principles.
• Experience implementing automation and process improvement initiatives.
• Strong analytical, problem-solving, and stakeholder management skills.

Excellent communication and presentation skills.