IT Operations Manager

Benefits

U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays.

Responsibilities

• Provide day-to-day leadership and oversight of the IT Operations team, including Desktop Support and Engineering staff
• Own the operational program for IT: act as the single point of accountability for all IT requests, incidents, and priorities, from intake through closure, ensuring every item has a clear owner, priority, and target outcome
• Run a daily standup with the IT Operations team to drive ticket flow, surface blockers, and reset priorities; run a weekly operations review with the Director of IT and key stakeholders to report on program health, risks, and upcoming work
• Review and manage the incident and catalog item queues, performing queue management and assigning tickets to appropriate staff in a timely and efficient manner
• Intake and prioritize all IT requests against a known team capacity model; partner with sales, delivery, and business unit leaders to set realistic commitments and communicate trade-offs
• Lead the Major Incident Management process, coordinating response efforts, facilitating stakeholder communication, and driving resolution for high-severity incidents from initiation through post-incident review
• Chair the Change Advisory Board (CAB) meetings and own all aspects of the Change Management process, including reviewing, approving, scheduling, and ensuring proper implementation of changes
• Own the Change Management process, including reviewing, approving, scheduling, and ensuring proper implementation of changes
• Serve as the primary point of contact for escalations from business units regarding technical issues, ensuring timely resolution and proactive communication throughout the escalation lifecycle
• Define, own, and report on operational metrics including MTTR, ticket aging, SLA attainment, backlog health, and repeat-incident rate; build and maintain the dashboards that drive team accountability and continuous improvement
• Partner across ITS lanes (infrastructure, applications, security, end-user support) to ensure ownership is clear, dependencies are managed, and work does not fall between teams
• Develop, maintain, and communicate detailed resource plans and schedules to ensure adequate team coverage and consistent service delivery
• Provide training, coaching, and mentoring to team members to support ongoing professional development and service excellence
• Maintain and enforce IT policies, standards, and best practices across the operations team
• Support the rollout of new company technologies and tools to the broader organization in coordination with the Engineering team

Qualifications

• 5+ years of IT operations or IT support experience, with at least 2 years in a management or supervisory role
• Proven experience managing Incident Management processes, including leading Major Incident response from identification through post-incident review
• Demonstrated experience chairing Change Advisory Board (CAB) meetings and managing end-to-end Change Management processes
• Strong working knowledge of ITIL framework and best practices; ITIL Foundation certification preferred
• Experience managing Desktop Support and/or Engineering teams in a dynamic, fast-paced environment
• Strong ability to manage ticket queues, prioritize work effectively, and allocate resources to meet SLA commitments
• Excellent verbal and written communication skills, with the ability to engage effectively with both technical and non-technical stakeholders at all levels
• Proven ability to manage and resolve escalations from business stakeholders with professionalism, urgency, and clear communication
• Experience with IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or similar tools
• Strong analytical, problem-solving, and decision-making skills
• Experience managing teams in a hybrid or distributed work environment
• Comfort applying AI and automation tooling to operational workflows such as triage, routing, knowledge management, and incident response