IT Field Operations Manager

Role Overview

• Manage the end-to-end service delivery of our globally deployed edge IT infrastructure systems and our Technical Operations (TechOps) support function
• Develop and strengthen strategic relationships with IT support vendors
• Own the budget for the IT Field Operations function
• Define and execute the strategic roadmap for IT Field Operations
• Lead cross-functional projects to implement new IT Field Operations capabilities and services
• Partner with IT Engineering and Solutions teams to define requirements for our ITSM capabilities as well as other support tools
• Represent the IT Field Operations function in strategic planning discussions with business and technology leadership
• Serve as the primary escalation point for major operational incidents

Requirements

• 8+ years of experience in IT operations, technical support, or a similar field, with at least 3 years in a management capacity
• BA/BS/MS degree in a related field, and/or relevant skills and equivalent practical experience
• Demonstrated experience managing third-party vendors, managed service providers, or contingent workforces, including contract negotiation, performance management, and financial oversight
• Ideally: Experience managing IT support services in both corporate and geographically distributed field operations environments
• Strong experience with IT Service Management (ITSM) frameworks and platforms (e.g., ServiceNow ITIL / ITSM)
• Strong familiarity with networking and connectivity concepts including software-defined WAN, network infrastructure planning, cellular systems, and VPNs
• Familiarity with the integration and management of corporate IT access, configuration, and monitoring systems (e.g., Puppet, Zabbix, Google Cloud Platform, Google Workspace, MDM platforms, etc.)
• Proven ability to lead and scale an IT support function, including defining strategy, establishing processes, and managing the work of service delivery teams
• Strong interpersonal, analytical, and communication skills, especially for keeping stakeholders and leadership informed of developments and progress
• Ability to operate independently and decisively in an environment with ambiguous and potentially shifting requirements
• Occasional out of area travel may be required to oversee onsite deployment or other IT services activities
• Infrequent early morning, evening, holiday and/or weekend work may be required for critical incident response or support escalation.

Tech Stack

• Cloud
• Google Cloud Platform
• ITSM
• Puppet
• ServiceNow

Benefits

• Health insurance
• 401(k) matching
• Flexible work arrangements
• Professional development opportunities