IT Operations Manager
Core
Lead the IT operations team to support end-users, offices, and a 24/7 manufacturing factory environment.
Role type
Senior IT Operations Manager
Builds
AI-powered service desk (Serval), IT support workflows, and operational stability for production shifts.
Domain
Manufacturing / Industrial IT
Required skills
IT team management, service desk administration, endpoint device management, identity and access management, conference room AV, industrial networking, ITIL practices, automation scripting
Preferred skills
Manufacturing/production environment support, MES and shop floor device support
Technologies
Serval, Jira Service Management, ServiceNow, PagerDuty, Intune, Jamf, JumpCloud, Okta, Entra ID, Logitech, Neat, Wi-Fi, VLANs, VPN
Responsibilities
Hire, onboard, and develop IT Specialists and Administrators; Run day-to-day IT support across office, engineering, and manufacturing environments; Define and report on SLAs for response and resolution; Lead IT on-call, including rotation, escalation paths, runbooks, and after-hours coverage; Administer core collaboration systems (Google Workspace, Slack, Zoom, Jira, Confluence); Keep conference rooms and AV running; Build out and maintain Serval, the AI-powered service desk; Handle the IT side of onboarding and offboarding, plus the full device and asset lifecycle; Manage the IT operations budget and support vendors; Partner with Cybersecurity on access reviews, phishing response, and audit evidence; Report SLA performance, on-call activity, and operational trends to IT leadership.
Seniority
Senior, hands-on IC with team leadership