IT Operations Manager

📋 Description

• Lead ongoing ITSM platform buildout (Freshservice): service catalog, ticketing workflows, SLAs
• Direct the help desk team: ticket triage, escalations, resolution quality across tiers.
• Drive automation to reduce manual work across support and operations.
• Develop and improve runbooks, SOPs, and knowledge base articles for tasks and incident response.
• Manage IT operational billing: vendor invoices, SaaS subscriptions, licensing, recurring costs.
• Recruit, mentor, and evaluate IT operations and support staff; set goals and reviews.

🎯 Requirements

• 5+ years IT ops or technical support experience
• 3–5+ years in a team lead or management role
• Hands-on ITSM platform admin (Freshservice, ServiceNow, Jira Service Management, or Ivanti)
• Experience running a help desk and managing SLAs
• Strong automation skills: workflows, integrations/APIs, scripting (PowerShell)
• ITIL or similar IT service management frameworks knowledge

🎁 Benefits

• Comprehensive health and wellness coverage
• Employee discounts and resources for legal/financial/childcare needs
• Company-provided protection benefits