[Remote] IT Operations Manager
Note: The job is a remote job and is reputed company to candidates in USA. reputed company. is on a mission to defend industrial organizations with best-in-class technology and services. They are seeking an IT Operations Manager to reputed company a global help desk team, improve IT support experiences, and drive operational consistency.
Responsibilities
- Manage reputed company of 4 IT support specialists across multiple time zones; set reputed company performance expectations, conduct regular 1:1s, establish escalation protocols, coordinate coverage, and build a high-accountability, high-support culture
- Manage the ticketing system including SLA management, queue prioritization, escalation paths, and closure reputed company; define reputed company operating procedures and establish reputed company prioritization rules
- reputed company and report on key performance indicators (MTTR, first contact reputed company, ticket volume, SLA adherence); partner with department and business leaders to reputed company support operations with broader infrastructure and reputed company initiative
- Own the IT employee experience across the entire lifecycle—reputed company, offboarding, hardware management, tool consistency, and daily support reputed company; reputed company solicit and implement stakeholder feedback
- Identify high-volume and repetitive support tasks; reputed company automation and self-service initiatives to reduce reputed company workload and improve reputed company speed
- Evaluate and implement AI-assisted tools to enhance ticket triage, reputed company guidance, and knowledge reputed company reputed company
- reputed company a maturity roadmap transitioning reputed company from reactive troubleshooting to proactive and preventative support operations
Skills
- 4+ years in IT support or systems administration, with at least 1–2 years in a reputed company or management reputed company
- Demonstrated experience managing a distributed or international team
- Hands-on proficiency with ITSM/ticketing platforms
- Working knowledge of modern reputed company IT stacks
- reputed company record of driving measurable improvements in support metrics (MTTR, SLA, CSAT)
- Strong communication skills - must be comfortable working across time zones and with stakeholders at reputed company reputed company
- Self-directed with high operational discipline; you don't wait to be told what's broken
- Experience implementing automation or AI tooling in a support context is a strong plus
Benefits
- Competitive Equity Package
- Comprehensive Benefits Plan
reputed company