Information Systems Operations Manager

Description

About Us

At USAgain (pronounced "Use Again"), our mission is to be a global leader in the secondhand clothing industry, creating value for PEOPLE, PLANET, and PROFIT.

• PEOPLE: We support communities by making sustainable fashion accessible and fostering ethical business practices.
• PLANET: We conserve resources and actively combat climate change by extending the life cycle of clothing.
• PROFIT: We sustain our operations and growth, ensuring long-term impact and innovation in the industry.

Through the collection of used clothes and shoes, our collection points provide a convenient and sustainable solution for communities to extend the life of textiles and promote a culture of reuse. By collaborating with local sustainability programs, we help increase textile reuse, support resource conservation, and contribute to positive environmental change—all while keeping good, reusable clothing in circulation.

About the role

USAgain is hiring an IS Operations Manager to lead our Information Systems support team and keep our technology and business applications running smoothly. This hands-on leadership role covers end-user technical support, support for the software our operations depend on, Microsoft 365 administration, email security, device management, network infrastructure, and leading USAgain's adoption of AI tools.

You'll manage a team responsible for both hardware and software support, and you'll be the go-to person for keeping our people productive and our systems secure.

Location: West Chicago, IL (Remote / Hybrid)

Annual Salary: $100K – $120K based on experience

Primary responsibilities

• Lead, schedule, and develop the hardware and software support team
• Set priorities, manage the ticket queue, and track response and resolution times
• Serve as the escalation point for complex or high-impact issues
• Document procedures and build a knowledge base for staff and end users
• Oversee help desk support for computers, peripherals, phones, and network connectivity
• Support the business applications our operations rely on, including CRM/ERP custom system and integrations with company mobile APPs and payroll system
• Evaluate and recommend AI tools, such as Microsoft 365 Copilot, that improve productivity across teams
• Lead rollout, configuration, and licensing of approved AI tools
• Set and enforce policies for safe AI use, including data protection, privacy, and access controls
• Train staff on effective and responsible use of AI tools
• Identify opportunities to automate routine support and operations tasks with AI
• Manage company devices through Microsoft Intune or a similar platform
• Set up, configure, and maintain local and wide area networks, including switches, routers, firewalls, and Wi-Fi
• Manage VPN and secure remote access for staff
• Monitor network performance and uptime, and troubleshoot connectivity issues

Our Benefits Include:

• Medical: 80% Company Paid
• Dental & Vision Coverage
• Short-Term Disability (STD)
• Long-Term Disability (LTD)
• 401(k) Program
• Life & Accidental Death Insurance
• 9 Paid Holidays
• Safety Bucks Program
• Wellness Programs

We offer a comprehensive benefits package to support your health, well-being, and future.

Requirements

Required

• 6+ years in IT or IS support, including 3+ years leading a team
• Hands-on Microsoft 365 administration experience (Exchange Online, Entra ID, Teams)
• Working knowledge of networking, email security, MFA, and endpoint protection
• Experience supporting business applications and working with software vendors
• Familiarity with cPanel/WHM, web hosting, and MySQL administration
• Familiarity with APIs, PHP, and MySQL database
• Strong troubleshooting skills across Windows, macOS, and mobile devices
• Clear communicator who can explain technical issues to non-technical staff

Preferred

• Bachelor's degree in Information Systems, Computer Science, or a related field, or equivalent experience
• Certifications such as Microsoft 365 Administrator
• Experience deploying AI tools such as Microsoft 365 Copilot, including data governance and user training
• Experience with SugarCRM/SuiteCRM
• Experience with device management tools