Manage, coach, and develop service desk personnel.
Set expectations for communication, ownership, documentation, professionalism, and follow-through.
Conduct regular one-on-ones and performance discussions.
Build a culture of accountability, responsiveness, continuous improvement, and high-quality employee support.
Develop the service desk team’s troubleshooting, escalation, communication, and technical capabilities.
Partner with security, DevOps, HR, finance, and other stakeholders to ensure IT work is coordinated, well-communicated, and completed effectively.
Lead daily service desk operations, escalations, SLA performance, ticket quality, and employee support.
Manage onboarding, offboarding, access requests, equipment lifecycle, and employee IT workflows.
Serve as the primary escalation point for complex employee-facing IT issues.
Lead operational IT initiatives such as support platform improvements, collaboration tooling, mobile device lifecycle management, and employee technology rollouts.
Develop and maintain operational standards, SOPs, support documentation, and knowledge base content.
Leverage tools and technologies such as PowerShell, Power Automate, APIs, ChatGPT, Claude, or similar automation platforms.
Own relationships, renewals, and operational coordination with IT vendors, SaaS providers, carriers, and hardware partners.
Help improve IT asset lifecycle management processes for hardware and software.

Bachelor’s degree in computer science, information technology, or equivalent experience; certifications such as Microsoft MS-102, MD-102, CompTIA Security+, ITIL Foundation, or similar certifications are a plus.
5+ years of experience in IT operations, systems administration, service delivery, or internal IT support.
2+ years of team lead or people management experience.
Ability to independently troubleshoot and resolve moderately complex technical and operational issues across endpoint, SaaS, identity, and employee IT systems.
Strong experience with Microsoft 365, Entra ID, endpoint management, SaaS administration, and enterprise IT operations.
Experience managing service desk operations, escalations, vendors, procurement, and operational workflows.
Experience with PowerShell, APIs, automation platforms, AI-assisted tooling, or workflow automation technologies.
Solid understanding of networking, security, Azure, endpoint management, and modern cloud-based IT environments.
Experience supporting SOC 2 audits, security initiatives, or compliance-driven operational processes.

IT Operations Manager

Key skills