Senior Manager of Global IT Operations, Archer

• Education: Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field
• Experience: 10+ years of IT operations experience, with at least 5+ years in a leadership or management role
• ITSM tools: Expertise in ServiceNow ITSM capabilities
• Collaboration Tool Support: Deep experience supporting and troubleshooting a broad portfolio of SaaS-based workplace and collaboration applications
• Lifecycle & Support: Proven experience managing EUC asset lifecycles and ITSM frameworks (ITIL) in a growth-oriented environment
• Technical Proficiency: Hands-on familiarity with identity management (Okta/Entra), endpoint management tools (MDM), and AV/VC hardware
• Scaling Experience: Track record of building and scaling IT teams and operations in fast-paced environments

Desirable

• We are seeking a highly experienced Senior IT Operations Manager to lead our End User Services (Tier 1 & 2), Workplace Productivity & Collaboration, Endpoint Engineering, ITSM, and AV functions. This role is responsible for delivering a world-class technology experience by ensuring operational excellence across our core IT services and providing high-touch support for the digital tools that power our teams
• Team Leadership & Support Delivery: Lead and develop a high-performing multi-functional IT operations team overseeing Tier 1 Service Desk and Tier 2 IT Support
• Workplace Productivity & Collaboration Support: Provide and manage end-to-end support for the workplace productivity stack and collaboration tools, ensuring seamless user experiences, rapid troubleshooting, and effective tool adoption
• Asset Lifecycle Management: Own the full hardware and software asset lifecycle for End User Computing (EUC), including procurement, automated provisioning, software license compliance, and secure retirement
• AV & Conferencing Services: Oversee the implementation and maintenance of all office Audio Visual (AV) and Video Conferencing systems to ensure seamless hybrid meeting experiences
• ITSM Maturity: Define and mature ITSM processes, including incident, request, knowledge, and problem management to drive standardization and continuous improvement
• Operational Execution: Establish operational roadmaps, OKRs, and capacity plans for each pillar, including EUS, Systems, Endpoint, and Digital Workplace
• Device Management: Own the device management strategy across macOS, Windows, and mobile platforms, ensuring scalable and secure configurations
• Cross-Functional Collaboration: Partner with other IT Functions, HR, Facilities, and Communications for onboarding, rollouts, and overall employee experience improvements