Senior Manager of IT Operations, Archer

• If you excel at building teams, maturing processes, and scaling IT operations in a fast-paced environment, this role is for you
• 8+ years of IT operations experience, with at least 3–5 years in a leadership or management role
• Strong understanding of ITSM frameworks (ITIL), incident response, change management, and service delivery models
• Hands-on familiarity with identity management (Okta/Entra), endpoint management tools, and core SaaS systems
• Experience building and scaling IT teams in a fast-paced, growth-oriented environment
• Excellent communication, prioritization, and stakeholder management skills
• Experience in engineering-driven, hybrid or multi-site organizations

Desirable

• We are seeking a highly experienced Senior IT Operations Manager to lead our End User Services, Systems Engineering, Endpoint Engineering, and Digital Workplace functions
• This role is responsible for delivering a world-class technology experience to our employees, ensuring operational excellence across our core IT services, and driving the evolution of our digital workplace strategy as the company scales
• This leader will manage a multi-disciplinary team, oversee critical IT platforms and service delivery, and partner closely with Security, Engineering, HR, and Facilities to ensure a secure, efficient, and highly productive environment
• Lead and develop a high-performing multi-functional IT operations team
• Establish operational roadmaps, OKRs, and capacity plans for each pillar (EUS, Systems, Endpoint, Digital Workplace)
• Manage vendor relationships, renewals, and budget allocations across platforms and hardware
• Implement IT governance, risk management, and compliance strategies
• Champion IT operational maturity through continuous improvement, automation, and standardization
• Serve as the escalation point for complex technical, operational, and cross-departmental issues
• Define and mature ITSM processes such as incident, request, knowledge, and problem management
• Drive service-level excellence through KPIs, automation, self-service, and documentation
• Oversee administration and reliability of core IT infrastructure (identity, collaboration, SaaS platforms, directory services, authentication, etc.)
• Guide systems architecture decisions and ensure scalable, secure configurations
• Own device management strategy across macOS, Windows, and mobile platforms
• Oversee collaboration tools (Google Workspace, Slack, Zoom, Miro, Notion, Atlassian, etc.)
• Drive integration, automation, and tool governance to reduce friction across teams
• Partner with HR and Communications on onboarding, rollout, and experience improvements
• Please note that this job description is intended to provide a general overview of the position and does not include an exhaustive list of responsibilities and qualifications