IT Operations Manager

Position Responsibilities

Lead the ongoing implementation and buildout of the ITSM platform (Freshservice), establishing the service catalog, ticketing workflows, SLAs, automations, and reporting from an early-stage foundation
Lead and manage the help desk team, owning ticket triage, escalation paths, and resolution quality across all support tiers
Drive automation as a core operating principle, reducing manual, repetitive work across support and operations.
Build, maintain, and continuously improve runbooks, standard operating procedures (SOPs), and knowledge base articles for recurring tasks and incident response.
Manage IT operational billing, including review and reconciliation of vendor invoices, SaaS subscriptions, licensing, and recurring service costs.
Recruit, mentor, and develop the IT operations and support team; set clear goals and conduct regular performance reviews.
Oversee monitoring, alerting, and observability for core systems and services; ensure issues are detected before they impact users.

Required Skills & Experience

• 5+ years of IT operations or technical support experience
• 3–5+ years in a team lead or management role
• Hands-on experience administering an ITSM platform such as Freshservice, ServiceNow, Jira Service Management, or Ivanti
• Demonstrated experience running a help desk or service desk and managing SLAs
• Strong automation skills: building workflow automations, integrations/APIs, and scripting (e.g., PowerShell) to streamline operations
• Strong working knowledge of IT service management frameworks (ITIL or similar)
• Experience writing and maintaining operational documentation, runbooks, and SOPs
• Experience managing vendor relationships, software licensing, and IT operational budgets/billing
• Excellent communication, prioritization, and stakeholder-management skills

Desired Skills & Experience

• Experience extending an ITSM platform into Enterprise Service Management (ESM) for non-IT departments; direct Freshservice experience is a plus
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• Relevant certifications such as ITIL Foundation, an ITSM platform administrator credential (e.g., Freshservice/Freshworks), CompTIA Network+/Security+, or a cloud provider certification
• Experience integrating ITSM with Microsoft 365, Entra ID, and other business systems
• Experience with low-code/no-code automation and orchestration platforms
• Experience in a regulated or compliance-driven environment (SOC 2, ISO 27001, HIPAA, etc.)

Pay

The US national annual base salary range for this role is $115,000 - $130,000.