IT Operations Service Manager overseeing service delivery in a Global Delivery Center, ensuring quality and performance across IT operations.
About the role
- IT Operations Manager leading a global IT support function for Harvey. Managing a team across multiple locations ensuring a reliable technology experience for all employees.
Responsibilities
- Manage and mentor a global team of IT support analysts and contractors across multiple time zones.
- Own end-user support SLAs, ticketing workflows, and escalation paths.
- Ensure reliable A/V and collaboration tool performance for recurring events (e.g., All Hands, exec webinars, external-facing firesides).
- Partner with Security and People teams to improve onboarding, access provisioning, device management, and compliance.
- Guide the standardization of software vendor management, as well as asset and inventory management across offices.
- Coordinate IT support coverage and hardware logistics for local and remote users across global regions.
- Identify and implement process improvements and automations to improve efficiency and user satisfaction.
- Create and maintain clear internal documentation, runbooks, and training guides.
- Lead vendor selection and management for key services, tools, and hardware.
- Support IT budget planning and resource allocation for support tools, headcount, and office infrastructure.
Requirements
- Minimum 5+ years of experience in IT operations, with 2+ years in a team lead or management role.
- Experience managing global support teams across hybrid and remote-first environments.
- Familiarity with Google Workspace, Okta, Slack, Zoom, Jamf or similar MDM, and ticketing systems (e.g. Linear, Jira, Zendesk).
- Proven ability to lead and mentor technical teams.
- Experience improving or implementing scalable support processes and tools, with a focus on automated solutions.
- Strong communication and stakeholder management skills, especially with non-technical teams.
- Ability to thrive in a fast-paced, high-growth, and global environment.
Benefits
- Comprehensive health, dental and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
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