IT Operations Manager

1. About Our Client:

This organization operates in the industrial cybersecurity sector, focusing on protecting critical infrastructure systems that provide essential services such as water, electricity, and industrial safety. It addresses the challenges of securing industrial control systems and operational technology against cyber threats by delivering advanced technology, threat intelligence, and services. The organization has a remote-first culture with operations across North America, Europe, the Middle East, and the APAC region, emphasizing authenticity, transparency, and trust.

2. About the Opportunity:

The IT Operations Manager leads a global help desk team responsible for managing the complete staff technology experience. This role is central to improving IT support effectiveness by managing a distributed team across multiple time zones, enhancing resolution speed, operational consistency, and employee satisfaction with IT services. The position combines hands-on support work with the development of processes, tools, and automation to scale support capacity as the organization grows.

3. Responsibilities:

• Manage a team of four IT support specialists across multiple time zones, including performance management and escalation protocols.

• Oversee the ticketing system, including SLA management, prioritization, and standard operating procedures.

• Track and report key performance indicators such as MTTR, first contact resolution, ticket volume, and SLA adherence.

• Own the IT employee experience throughout onboarding, offboarding, hardware management, and daily support.

• Identify repetitive support tasks and lead automation and self-service initiatives.

• Evaluate and implement AI-assisted tools to improve ticket triage and knowledge base quality.

• Develop a roadmap to transition support from reactive to proactive and preventative operations.

4. Requirements:

• Minimum of 4 years in IT support or systems administration, with 1–2 years in a leadership or management role.

• Experience managing distributed or international teams.

• Proficiency with ITSM/ticketing platforms.

• Knowledge of modern enterprise IT environments.

• Proven success improving support metrics such as MTTR, SLA, and CSAT.

• Experience with automation or AI tools in support is a strong advantage.

• Strong communication skills suitable for cross-time zone collaboration and stakeholder engagement.

• Self-directed with strong operational discipline.

5. Pay Range and Compensation Package:

• Salary: $135,000

• Competitive equity package

• Comprehensive benefits plan

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.