Corporate IT Services Operations Lead
Leads operational IT service delivery for Corp-ITS team, managing ticket workflows, SLAs, escalations, and automation in JSM. Provides hands-on support, mentors staff, and coordinates cross-functionally with engineering and stakeholders for highly technical users. Requires 5+ years IT experience with scripting and ITIL.
About the job
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.
Skills
Jira Service Management, Itil, PowerShell, Python, Bash, Endpoint Management, Saas Administration, AI Tools, Zero-Trust, Edr
Similar jobs
IT Support jobs
Brigit
New York, NY
Build and scale Brigit's internal IT Operations function, overseeing IAM (Okta), security tooling, compliance audits (SOC, PCI), MSP management, and documentation while mentoring one IT Support Specialist.
Justworks
New York, NY
Supports and improves Workday and related HR systems across functional areas, leading configuration, integrations, audits, testing, and user training. Requires at least five years of business systems analysis experience, hands-on Workday configuration, and strong HRIS knowledge.
Illumio
United States
Senior HRIS Applications Analyst serving as a Workday subject matter expert, configuring HR modules, integrations, reporting, and production support. Requires 5+ years of HRIS experience, broad Workday expertise, and strong integration knowledge.
Hover
New York, NY
Provides end-to-end IT support for employees, manages macOS-focused cloud IT systems and Okta identity infrastructure, and improves onboarding, office technology, automation, and security compliance. Requires 2–4 years of startup IT support experience.
Mariana Minerals
Houston, TXThe Senior Systems Administrator owns hands-on infrastructure administration, networking, security processes, device management, and user support across corporate, field, and industrial sites. The role requires 5+ years of systems and network administration experience, strong Microsoft 365 and Entra ID expertise, and the ability to build foundational processes.