Manager of IT Operations, Harvey

• The ideal candidate is a hands-on, people-first manager who can balance operational excellence, strategic planning, and team development as our company scales
• 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

Desirable

• We’re seeking an experienced IT Operations Manager to lead and scale our global IT support function. You’ll manage a growing team of analysts and contractors across San Francisco, New York, London and other offices
• This role is responsible for ensuring a reliable, secure, and delightful technology experience for all employees, from onboarding to ongoing support, across both our company offices and remote setups
• 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