Manager, IT Operations

The Role

We are seeking a Manager, IT Operations to lead employee technology support and IT operations across StarRez. In this role you will manage the support engineering and IT operations team while owning IT asset lifecycle management, endpoint operations, vendor relationships, and the processes that keep all of it running.

Reporting to the Senior Director of IT, you will make sure employees get secure, timely, well-handled technology support. The role mixes hands-on operational leadership with people management: developing the team, improving service delivery, keeping asset and endpoint controls tight, and building processes that work across a global organization.

Role Specifics

• Work Location: Hybrid, Denver, CO (US)
• Travel: 10% (The percentage of travel is an estimation and could vary up or down based on business needs.)
• Reporting Structure: This role reports to the Senior Director, Workplace Technology.

What You Will Own

• Leading and developing the support engineering and IT operations team, including hiring, onboarding, goal setting, coaching, performance management, and career development, with clear ownership, escalation paths, coverage expectations, and service standards across the team.
• Day-to-day service desk operations, tracking ticket volume, backlog, resolution times, customer satisfaction, and recurring incidents to improve performance, and acting as the primary escalation point for complex user-support issues and high-impact operational incidents.
• Incident, request, problem, change, knowledge, and service-level management practices, supported by well-documented processes, knowledge articles, troubleshooting playbooks, and self-service resources that reduce support demand.
• The complete IT asset lifecycle, from forecasting, procurement, and deployment through inventory, maintenance, refresh, recovery, and secure decommissioning, with accurate inventory and reporting through ServiceNow, SCCM, or similar platforms.
• Endpoint provisioning and management for Windows, macOS, and mobile devices using tools such as Microsoft Intune, Jamf, and Autopilot, including onboarding, offboarding, device replacement, and hardware refresh in partnership with People & Culture, Security, Finance, and Procurement, and expanding zero-touch provisioning so the employee experience stays consistent as the organization grows.
• Partnership with Security so endpoints, assets, and operational processes meet StarRez requirements, covering endpoint security, mobile device management, access control, patch management, and vulnerability remediation, alongside regular asset and operational audits, device and BYOD policy, secure disposal, and support for IT audits, risk assessments, and business continuity planning.
• Administration of the core IT service management and ticketing platform, including workflows, queues, service-level targets, automations, and reporting, along with vendor relationships for hardware, software, warranties, repairs, contracts, and managed services, and partnership with Finance and Procurement on budgeting, spend tracking, renewals, forecasting, and cost optimization.

Required Qualifications

• 5+ years of progressive experience in IT support, service delivery, endpoint operations, IT asset management, or a related IT operations function.
• 2+ years leading, supervising, mentoring, or developing IT support professionals.
• Demonstrated experience managing or improving an IT service desk or employee technology support function.
• Experience with IT asset lifecycle management, endpoint provisioning, hardware procurement, vendor management, and IT service management practices.
• Experience supporting Windows and macOS environments in a distributed or hybrid organization.
• Hands-on experience with endpoint management and service management platforms such as Microsoft Intune, Jamf, Autopilot, ServiceNow, SCCM, Microsoft 365, Jira, or Confluence.
• Working knowledge of device imaging, software deployment, patch management, mobile device management, and endpoint security.
• A data-driven approach to service delivery, using metrics to find problems and improve outcomes.
• Strong communication and stakeholder management skills across People & Culture, Finance, Procurement, Security, and Technology.
• Organized and process-oriented, with a track record of building documentation and operational workflows that hold up as an organization grows.

Preferred Qualifications

• Understanding of IT procurement, budgeting, asset auditing, and lifecycle planning.
• Familiarity with encryption, access controls, endpoint protection, zero-trust principles, and compliance requirements.
• Experience supporting IT audits, risk assessments, and business continuity planning.
• Experience introducing automation or self-service that measurably reduced support demand.