IT Operations Manager

Job Summary

Managing day-to-day operations and people leadership for the IT Operations team, the full-time remote Manager of IT Operations will oversee service desk performance, operational backlogs, and team development while ensuring effective incident management and cross-functional collaboration.

Key Responsibilities

• Conduct regular one-on-ones, set performance expectations, and provide feedback to team members
• Own service-level performance metrics for the ITDESK queue and drive process improvements
• Manage the operational backlog by prioritizing tasks and tracking delivery of projects to completion

Required Qualifications

• 5+ years in IT operations, service delivery, or systems administration, with experience in people management
• Proven experience managing service desk operations and SLA performance
• Experience with operational backlogs, incident management, and cross-functional escalations
• Strong coaching and performance management skills, with the ability to provide candid feedback
• Familiarity with identity/SaaS platforms such as Okta and Google Workspace