Manager of IT Operations
Leads people management and operational delivery for an IT Operations team, owning service desk SLAs, backlog prioritization, incidents, vendors, and endpoint, identity, and SaaS oversight. Requires 5+ years in IT operations or systems administration plus people-management experience.
About the job
Responsibilities
- Lead and manage the IT Operations team, including regular one-on-ones, performance expectations, feedback, performance improvement plans, and disciplinary actions.
- Establish team operating rhythms including stand-ups, backlog reviews, incident reviews, and coverage planning.
- Own IT service desk SLA performance, including first-response time, resolution time, backlog age, and satisfaction.
- Analyze missed SLA targets and implement process, tooling, staffing, or documentation improvements.
- Prioritize and sequence the operational backlog, manage capacity tradeoffs, and track operational projects through completion.
- Communicate delivery risks, resource constraints, and priority conflicts to senior leadership.
- Oversee endpoint and hardware lifecycle, identity and access provisioning and deprovisioning, and SaaS administration.
- Coordinate operational incidents, root-cause analysis, remediation tracking, and cross-functional or vendor escalations.
- Manage IT Operations vendors and support renewals, license rightsizing, and cost-control initiatives.
- Partner on future team hiring plans and provide reporting on service health, backlog risk, capacity, SLA performance, ticket trends, and project status.
Requirements
- 5+ years of experience in IT operations, service delivery, or systems administration.
- Meaningful experience managing people.
- Experience owning service desk or IT support operations, including SLA management.
- Experience managing operational backlogs, incidents, and cross-functional escalations.
- Strong coaching and performance-management skills, with comfort delivering direct feedback.
- Familiarity with identity and SaaS platforms sufficient to manage their administrators.
- Excellent written and verbal communication with technical and non-technical audiences.
- Experience with both Mac and Windows environments.
Nice-to-haves
- Experience building or scaling an IT operations team from a generalist model into a specialized structure.
- ITIL-aligned incident, request, and change management experience.
- Experience with endpoint management, office technology, or hardware lifecycle programs.
- Experience partnering with Security on identity and access governance.
Compensation and Benefits
- Competitive compensation package including base pay, equity, and benefits.
Skills
It Operations, Service Desk, Sla Management, Systems Administration, Incident Management, Backlog Management, Okta, Google Workspace, Atlassian, Slack, Endpoint Management, Identity And Access Management, Itil, Mac, Windows
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