IT Operations Manager

Job Summary

Leading a global help desk team, the full-time IT Operations Manager will manage a distributed group of four specialists, drive operational consistency, and enhance the employee IT support experience in a remote-first environment.

Key responsibilities

• Manage a team of IT support specialists across multiple time zones, setting performance expectations and fostering a high-accountability culture
• Oversee the ticketing system, including SLA management, prioritization, and standard operating procedures
• Track key performance indicators and partner with leaders to align support operations with broader initiatives

Required qualifications

• 4+ years in IT support or systems administration, including 1-2 years in a lead or management role
• Experience managing a distributed or international team
• Proficiency with ITSM/ticketing platforms
• Knowledge of modern enterprise IT stacks
• Track record of improving support metrics such as MTTR and SLA adherence