IT Operations Manager

We are seeking an experienced IT Operations Manager tolead our IT operations and end-user services. This role is responsible fordelivering secure, reliable, and scalable IT services while driving operationalexcellence across identity management, endpoint administration, collaborationplatforms, office IT, and service delivery. The successful candidate will combine strong technical expertise withoperational leadership to ensure high service availability, excellent userexperience, and continuous process improvement. Key Responsibilities IT Service Delivery & Operational Excellence · Lead ITIL-aligned service management processes,including Incident, Request, Problem, and Change Management. · Manage L1–L2.5 support teams to ensure efficientticket triage, prioritization, and resolution within established SLA targets. · Conduct post-incident reviews (PIRs) for majorincidents and drive corrective and preventive actions. · Monitor service performance metrics, identifytrends, and implement continual service improvements. Identity & Access Management · Own the end-to-end identity lifecycle using Okta,including Single Sign-On (SSO), Multi-Factor Authentication (MFA), and SCIMprovisioning. · Ensure timely Joiner-Mover-Leaver (JML) processeswith Day-1 readiness and rapid deprovisioning. · Enforce least-privilege access, authenticationstandards, and identity governance best practices. Endpoint Management & User Productivity · Manage a Mac-first endpoint environment using JamfPro. · Implement security baselines, software deployment,patch management, and compliance monitoring. · Continuously improve endpoint reliability, securityposture, and employee productivity. Collaboration Platform Administration · Administer Google Workspace, Lark, and othercollaboration platforms. · Maintain tenancy hygiene, user lifecyclemanagement, retention policies, and data governance. · Support business collaboration while ensuringsecurity and compliance. Office IT & Infrastructure · Oversee office IT infrastructure, includingnetworking, Wi-Fi, meeting room technology, AV systems, and printing services. · Coordinate with vendors and service providers tomaintain reliable operations across office locations. · Ensure sites remain audit-ready and operationallycompliant. SaaS Governance & IT Asset Management · Govern SaaS application access, licensing, andutilization. · Manage the complete IT asset lifecycle, includingprocurement, deployment, inventory management, and secure disposal. · Maintain accurate asset records with documentedaudit evidence. Cross-Functional Collaboration · Partner with Project Managers, Solution Architects,Security, HR, and business stakeholders to support technology initiatives andoperational readiness. · Drive operational improvements that simplifyprocesses, reduce manual effort, and improve the end-user experience. Qualifications: Experience · 6–10 years of experience in IT Operations, End UserComputing, or Enterprise IT. · Demonstrated experience leading IT support teamswithin multinational or regional organizations. · Proven success managing enterprise IT operations infast-paced environments. Technical Skills · Strong hands-on administration experiencewith Jamf Pro . · Strong administration experience with Okta ,including SSO, MFA, SCIM, and lifecycle automation. · Solid understanding of ITIL Service Managementprinciples. · Experience administering ITSM platforms such asJira Service Management. · Administration experience with Google Workspace andmodern collaboration platforms such as Lark. Familiarity with endpoint security, device compliance, and SaaS governance. Qualifications Experience · 6–10 years of experience in IT Operations, End UserComputing, or Enterprise IT. · Demonstrated experience leading IT support teamswithin multinational or regional organizations. · Proven success managing enterprise IT operations infast-paced environments. Technical Skills · Strong hands-on administration experiencewith Jamf Pro . · Strong administration experience with Okta ,including SSO, MFA, SCIM, and lifecycle automation. · Solid understanding of ITIL Service Managementprinciples. · Experience administering ITSM platforms such asJira Service Management. · Administration experience with Google Workspace andmodern collaboration platforms such as Lark. Familiaritywith endpoint security, device compliance, and SaaS governance