IT Regional Operations Lead

About the role

We're looking for an IT Regional Operations Lead to own the day-to-day health of our AMER IT Services operation. This isn't a people management role - it's an operational ownership role. You'll be the person who makes sure the US region runs smoothly, the ticket queue is healthy, sites are covered, and nothing falls through the cracks.

Responsibilities

• Monitor and maintain the health of the US ticket queue - ensuring SLAs are met, high-priority tickets get attention, and nothing sits unassigned or unresolved
• Own day-to-day IT operations across the NY site: onboarding/offboarding, events, AV, and facilities coordination
• Manage and support remote US sites without on-site IT presence - ensuring coverage and service continuity
• Be the operational point of contact for site-level needs: vendors, equipment, escalations
• Identify gaps in processes, coverage, and workflows - and drive improvements
• Partner with global IT leadership to align on regional priorities and standards
• Lead multimedia and event support across the US region

Requirements

• 3+ years in IT operations or IT support, with experience owning a region or site
• Strong operational mindset - you notice when something is off before anyone tells you
• Experience managing ticket queues and SLAs across a distributed team
• Comfortable managing remote or unstaffed sites
• Strong communication skills - you can work with engineers, vendors, and leadership alike
• Someone who takes ownership, flags problems early, and doesn't need to be chased
• Experience with A/V and event support is an advantage
• Okta, MDM, or endpoint management experience is an advantage

Qualifications

The estimated annual base salary range for this role is $118,600 – $153,800. Actual compensation will be determined based on factors including education, training, experience, business needs, and work location. In addition to base salary, employees are eligible for either an annual discretionary bonus or a role-based, sales incentive plan. Certain roles may also include equity in the form of RSUs. Full compensation details, including any applicable bonus or incentive plan, will be provided in the hiring process.

Benefits

monday.com offers a competitive benefits package, including comprehensive medical/dental/vision insurance, generous paid time off (vacation, holidays, personal leave and sick leave), fully paid parental leave, automatic 401(k) contributions, the opportunity to purchase company stock at a discount (ESPP), and more. Full benefits details are available upon request.