IT Operations Manager

About the role

At STACK, the IT Operations Manager provides leadership in troubleshooting and resolving complex and day-to-day infrastructure issues, minimizing downtime, and maintaining business productivity. The position requires expertise in operating and maintaining highly available, secure, and scalable infrastructure. This role works under minimal direction with considerable latitude for the use of initiative and independent judgment, requiring strong technical knowledge as well as excellent leadership, interpersonal, and communication skills.

Responsibilities

• Creates, assigns, and manages infrastructure support in the IT ticketing system; monitors and/or escalates tickets ensuring any company-critical event-based system issues are resolved in a timely manner to minimize business or customer impact.
• Provides leadership in troubleshooting and resolving complex and day-to-day IT issues, minimizing downtime, and maintaining business productivity.
• Measures, monitors, and maintains the team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA).
• Develops and maintains policies, procedures, and processes.
• Implements an asset inventory system and life cycle maintenance program.
• Responsible for monitoring key system performance metrics.
• Collaborates with global IT Management peers in supporting a global user base and operations needs, including design, buildout, and documentation of new tools and processes.
• Oversees the resolution of critical incidents, managing the escalation process to minimize the impact on customers and end-users.
• Coordinates with technical teams and service providers to ensure swift incident resolution and effective stakeholder communication.
• Conducts post-incident reviews to identify areas for improvement and implements corrective actions.
• Leads efforts to identify and investigate recurring incidents, working closely with technical teams to determine root causes and long-term resolutions.
• Develops and maintains a problem knowledge base, ensuring relevant information is easily accessible to team members and stakeholders.
• Maintains accurate documentation of configurations, procedures, and troubleshooting steps.
• Prepares regular reports on infrastructure performance, security incidents, and other relevant metrics.
• On-call availability required to respond to emergency situations.

Details

Location: Denver, CO

Domestic travel required up to 25%. Must be eligible to work in the United States and pass a comprehensive background screening.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in IT operations management.
• In-depth knowledge of IT infrastructure, systems, and security.
• Experience with budgeting and resource management.
• Strong ITIL and change management background.
• Data center experience a plus.

Pay

Compensation Range: $115,540.00 - $128,260.00

Benefits

• Competitive compensation package with strong benefits, including medical, dental, and vision insurance.
• 401K program.
• Flexible spending accounts.
• Cell phone subsidy.
• Culture of appreciation, including peer-to-peer recognition and rewards programs.
• Company events, game nights, happy hours, and barbecues.

About You

This role might be right for you if:

• You are a strong communicator, persuasive and clear, blending analytics with experience in decision-making.
• You remain composed under pressure, juggling multiple priorities while balancing urgent requests with shifting timelines and deliverables.
• You are a team builder, taking time to understand and develop the strengths of your resources while formulating long-term plans for team growth and success.
• You are naturally curious and driven toward continual improvement, reviewing and analyzing outcomes for future learning.