# Manager of IT Operations

**Company:** [Fetch](https://hotfix.jobs/companies/fetch)
**Location:** Remote
**Role:** IT Support
**Experience:** 5+ years
**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
**Posted:** 2026-08-25

> 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.

## Job Description

## 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.

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