Corporate IT Services Operations Lead

Responsibilities

• Provide technical leadership for the Corp-ITS team. Set service delivery standards. Mentor and coach team members.
• Serve as coordination point between Corp-ITS, Corp-ITE, Security, and business stakeholders. Translate business needs into operational requirements and ensure alignment.
• Lead IT service delivery strategy including service desk operations, SLA management, incident response, and continuous improvement. Define metrics and track performance.
• Leverage AI tools to improve ticket triage accuracy, deflect common requests via self-service, and accelerate process improvement.
• Manage complex escalations and critical incidents as highest-level technical resource. Coordinate response and communicate status.
• Perform hands-on operational and support work including troubleshooting, platform administration, endpoint management, and infrastructure operations.
• Lead cross-functional IT projects with Engineering including rollouts, upgrades, automation, and security implementations.
• Own IT service delivery processes, documentation, and SLA. Drive improvements and automation. Maintain runbooks and SOPs. Foster collaboration and continuous learning.
• Build strong relationships across IT and the organization as trusted advisor. Facilitate communication and collaboration.

Requirements

• 5-8+ years progressive IT experience spanning support, operations, and technical leadership. Breadth across multiple areas showing readiness for this multifaceted role.
• Proven technical leadership including mentoring, setting direction, and influencing decisions. Formal management not required.
• Strong technical foundation across IT service delivery (endpoint management, SaaS administration, identity/access, networking, infrastructure).
• Proficiency in automation and scripting (PowerShell, Python, Bash). Understanding of infrastructure-as-code approaches.
• Hands-on ITIL experience — applied to real service design, incident management, and continuous improvement.
• Jira Service Management (JSM) experience — built and operated workflows, automation rules, SLA configuration, and reporting required.
• Exceptional stakeholder management and communication skills. Ability to influence without formal authority.
• Experience leading cross-functional projects from planning through delivery.
• Strong analytical and process improvement mindset. Experience with metrics, KPIs, and data-driven decisions.
• Experience supporting highly technical users (engineers, data scientists, researchers).
• Demonstrated use of AI tools (e.g., LLM-based triage, chatbot/self-service, workflow intelligence) to improve IT service delivery.

Preferred Qualifications

• Hands-on experience with IT metrics, KPIs, and service delivery reporting.
• Experience coordinating and supporting distributed or hybrid teams.
• Proven ability to adapt and execute during periods of organizational change.
• Working knowledge of modern workplace technologies, including zero-trust, EDR, SaaS management, and DEX tools.
• Relevant IT certifications (ITIL 4, ACSP, Microsoft 365, Jamf, CompTIA, PMP/Agile, leadership).
• Experience in financial services or other regulated environments preferred.