Senior Manager of IT Operations, Flatiron Health

• The ideal candidate will have a strong background in leading operations in a high growth environment of 1,500 + users
• You're a collaborative and strategic technology leader with 8 or more years of professional experience, including at least 3 years of experience as a people manager, transforming and leading technical support teams
• You have experience working in the IT stacks of a few different mid-size organizations (with 500+ employees in 3 or more disparate locations)
• You have a clear understanding of what it looks like when IT functions optimally in support of a global organization
• You're excited by the prospect of rolling up your sleeves and ensuring support success while elevating team performance and execution that prioritizes users productivity
• You’re a kind, passionate and collaborative problem-solver with a vision for seamless technology engagement across the Flatiron ecosystem
• A Bachelor's degree in Information Technology, Computer Science, or related field
• Proven experience managing IT support and Office Networking teams; driving customer-focused improvements and enhancements
• Demonstrated leadership and managerial experience in organizing team structure and responsibilities to maximize global performance
• Proven metrics driven oversight and improvement in third-party operational support
• Technical proficiency with endpoint management tools like JAMF, Intune, SCCM
• Proficiency with configuration and imaging tools for Mac operating systems, Apple Business Manager, and Apple Configurator
• Extensive experience with day-to-day asset management tools for resource optimization in a high tech environment like Oomnitza, JAMF Pro, and Tangoe
• Extensive experience with ticketing tools like Jira and Zendesk
• Relevant experience with SSO tools like OKTA, MFA tools like Duo and corporate applications like Google Workspace, Slacketc
• Functional knowledge of core networking concepts (VLANs, Subnetting, VPNs, Wi-Fi) sufficient to assess technical proposals and guide the work of network engineers
• Experience managing or partnering closely with network engineering functions to deliver reliable office connectivity and remote access solutions (e.g., GlobalProtect, IPsec)
• Familiarity with enterprise-grade hardware ecosystems (such as Ubiquiti UniFi or Palo Alto) with the ability to translate technical network challenges into business impact for stakeholders
• Excellent analytical and problem-solving skills, with a data-driven mindset
• Exceptional leadership and communication skills, both written and verbal
• Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities

Desirable

• We’re looking for a Senior Manager, IT Operations to help us accomplish our mission to improve and extend lives by learning from the experience of every person with cancer
• We are seeking an experienced and highly motivated Senior Manager, IT Operations to transform and lead our internal IT Operations team
• This role is responsible for leading the team that manages the help center, optimizes IT assets, curates effective and efficient employee and contingent worker onboard and offboarding, and strategically plans for system enhancements to ensure exceptional user experiences in a global, high-demand workplace
• Oversee the transformation, redesign, and execution of IT Operations into a global support organization with strong cross-functional engagement
• Partner with peer operations organizations to fulfill technology requirements (Office, Supplier, Real Estate, and Executive Operations)
• Collaborate with systems administration and security teams to ensure accurate and timely escalation and resolution of complex issues and identify enhancement opportunities
• Provide leadership, coaching, and performance oversight to IT Operations staff, fostering a culture of high performance and excellent customer service
• Provide strategic oversight for office networking initiatives (LAN/WLAN/VPN), ensuring that dedicated engineering resources effectively maintain connectivity and performance standards
• Serve as the primary escalation point for critical infrastructure incidents, bridging the gap between desktop support and networking SMEs to ensure rapid resolution
• Manage the lifecycle and budget for office infrastructure projects, including ISP vendor management, hardware refreshes (e.g., Ubiquiti, Palo Alto), and new office build-outs
• Monitor, track, and report on help center KPIs and SLAs, ensuring targets are met and the Knowledge Center is accurate and user friendly
• Identify continuous improvement opportunities and proactively develop solutions and user training techniques to enhance employee productivity
• Oversee financial and resource investments and technology driven policies and procedures as an extension of centralized IT Operations Support that align with business requirements and OKRs