Full-time 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
Salary Description
$100K – $120K