Kaylah Norris

Lead enterprise IT operations strategy for a national real estate and title services organization, overseeing vendor transitions, infrastructure modernization, and shared services transformation across multiple U.S. offices. Partner with senior leadership to align IT delivery with business efficiency, compliance, and scalability goals.

• Led service desk alignment initiative with cross-functional listening tours across Finance, HR, Operations, and Legal, identifying integration gaps and improving IT-business collaboration
• Architected and deployed Jamf Connect integration with Microsoft Entra AD for enterprise macOS SSO, eliminating manual account provisioning and reducing onboarding time
• Designed and deployed dynamic Jira Service Management forms with conditional branching logic to reduce support ticket routing errors and improve request categorization
• Spearheaded SOC 2 Type II compliance documentation, creating 38 application-specific review pages that reduced audit preparation time by 70%
• Led integrations of Rippling HRIS with IT systems, resolving attribute mapping conflicts and automating user lifecycle workflows
• Configured conditional access policies in Entra AD to enforce security controls while maintaining user productivity across 500+ employees
• Managed vendor relationships and contract negotiations for 10+ enterprise IT tools, ensuring cost optimization and strategic alignment

Oversee IT operations for a global standards organization, aligning technology strategy with business objectives. Lead a team of IT L1-L3 service desk professionals to deliver high-quality infrastructure, application support, and cybersecurity services, driving continuous improvement and operational excellence.

• Lead enterprise IT operations and service delivery strategy for a global standards organization, managing a $1.1M technology budget and aligning infrastructure, cybersecurity, and application support with long-term business objectives.
• Oversaw daily operations of the IT call center, including ticket queue monitoring, call routing, and escalations, ensuring efficient service delivery and SLA adherence.
• Reorganized the IT support structure to streamline workflows, resulting in a 20% increase in resolution speed and a 15% reduction in service disruptions within the first six months.
• Established and monitored KPIs across IT operations, including SLA compliance, ticket resolution time, and system uptime via Jira.
• Assisted in the administration and continuous improvement of the Atlassian suite (Jira, Service Management), updating workflows, managing access controls, and supporting reporting; maintained Confluence knowledge bases and facilitated project tracking and collaboration through Trello
• Increased service delivery outcomes by 30% via ITIL-aligned training and process improvement.
• Instituted operational workflows and ticketing best practices that improved team collaboration and reduced open-ticket backlog by 30%.
• Built a performance-driven support team culture centered on continuous learning, ownership, and proactive problem-solving.
• Led implementation of KPI tracking and CSAT metrics to monitor team performance and service quality.

Led IT operations and SOC 2 compliance readiness for a fast-paced AI startup, establishing secure device management and endpoint protection protocols.

• Partnered with compliance and security teams to support Vanta onboarding and SOC 2 readiness, aligning technical controls with audit requirements.
• Provisioned and configured laptops for new hires, establishing standardized imaging and device hardening processes that decreased setup time by 40%.
• Delivered end-to-end technical support for employees, resolving issues related to hardware, software, and network connectivity, ensuring 95%+ resolution rate within SLA.
• Oversaw deployment, configuration, and management of company devices using JAMF for macOS and Hexnode for Windows, achieving full compliance with security standards.
• Led implementation of phishing prevention protocols and cybersecurity initiatives, including endpoint protection and employee security awareness training, reducing phishing susceptibility.
• Administered Single Sign-On (SSO) systems and automated provisioning/deprovisioning workflows, improving onboarding efficiency and access control accuracy by 30%.

Directed IT strategy and cybersecurity operations for a multi-entity financial organization. Served as IT advisor to executive leadership and the finance office, ensuring alignment between technology investments, fiscal policy, and cybersecurity governance.

• Directed full-stack IT operations and cybersecurity strategies for a financial organization.
• Oversaw enterprise deployment and lifecycle management of Apple devices using JAMF Pro, improving compliance and support efficiency.
• Implemented JAMF Protect to enhance macOS endpoint security, reducing vulnerabilities and aligning with organizational security policies.
• Migrated 99% of infrastructure to the cloud, reducing costs by 25% and enhancing user access.
• Strengthened remote access and device management by expanding Azure AD, Office 365, and Intune capabilities.
• Designed and implemented a zero-touch deployment process, accelerating hardware provisioning and improving end-user experience for hybrid and remote employees.
• Managed 1.1 million technology budget, identifying cost-effective solutions to maintain service quality.

Promoted to lead IT operations for the Physics department, overseeing the management and security of computing systems. Collaborated with cross-functional teams to enhance IT service delivery and ensure alignment with university-wide technology initiatives.

• Promoted from Unit Computing Specialist to Unit Computing Manager based on performance and leadership.
• Managed IT operations for the Physics Department, supporting 200+ faculty, staff, researchers, and students.
• Maintained 99.9% system and network uptime through proactive infrastructure management and support.
• Reduced incident resolution times by 20% through process improvements and service delivery optimization.
• Led technology initiatives that decreased system downtime by 15% and improved operational efficiency.
• Collaborated with faculty, researchers, and university leadership to align technology solutions with academic and research objectives.
• Managed technology asset lifecycle, procurement, deployments, and vendor relationships to support departmental needs.
• Provided leadership and mentorship to technical staff and student workers while serving as the primary IT liaison for the department.