IT Operations Manager

T Operations Manager is responsible for all information systems operations activities, including computer operations and operations support. Responsible for developing and implementing policies, procedures, and processes to improve IT operations and increase efficiency and productivity. There are times when this role may be responsible for managing technology vendors and service providers to ensure that the organization’s technology needs are met.


Duties and Responsibilities

  • Oversee response and resolution for IT Service Desk service requests and incidents
  • Manage Offshore Tier 1 Support Team
  • Lead, direct, evaluate, and develop computer operations staff to ensure computer operations activities meet pre-established production targets and operating budgets. 
  • Manage internal ticket tracking system for individual and company-wide support, including the establishment and tracking against Service Level Agreements.
  • Monitor, track and report KPIs monthly.
  • Oversee response and resolution for IT Service Desk service requests and incidents
  • Contribute and improve on all service delivery metrics.
  • Collaborates with cross functionally to complete RCAs, resolve recurring issues, or complete projects. 
  • Identify and participate in the planning of improvements to services and processes.
  • Analyze production, maintenance, and malfunction records to identify problems and recommend solutions (e.g., changes to procedures, workflow, or equipment) to improve performance and increase capacity. 
  • Provides input to policy level direction regarding standards and budget constraints. 
  • Makes decisions on personnel actions (hiring, terminations, promotions, etc.). 
  • Assigns personnel to projects and directs their activities. 
  • Confers with and advises subordinates on administrative policies and procedures, technical problems, priorities, and methods. 
  • Prepares activity and progress reports regarding information systems operations.
  • Responsible for upholding the company’s policies and procedures and collaborating with infosec team and SVP, IT to update procedures to enable the business. 

Required Education and Experience

  • Bachelor’s or master’s degree in computer science, information systems or a related field.
  • Five or more years of experience supporting enterprise infrastructure in a fast-paced or startup environment
  • Experience managing Endpoints (Mac, Windows, ChromeOS)
  • Background in maintaining cloud SaaS products (FreshService, Google Workspace, JAMF, Tanium, etc.)
  • Project management experience, preferred

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

  • Regularly required to talk or hear.
  • Regularly required to use a keyboard and computer.
  • Frequently required to stand, walk, sit, use hands, handle documents, and reach with hands and arms.

Position Type/Expected Hours of Work
This is a full-time position and hours of work and days vary Monday through Friday 9:00 am to 5:00 pm. Occasional evening and weekend work may be required, as needed.

Occasional travel will be required for this position.