# Corporate IT Services Operations Lead

**Company:** [The Voleon Group](https://hotfix.jobs/companies/voleon)
**Location:** Berkeley, CA
**Role:** IT Support
**Salary:** $135k – $165k/yr
**Experience:** 5+ years
**Skills:** Jira Service Management, Itil, PowerShell, Python, Bash, Endpoint Management, Saas Administration, AI Tools, Zero-Trust, Edr
**Posted:** 2026-05-08

> 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.

## Job Description

## 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.

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