Description
Position Summary
The IT Service Operations Manager is the leader responsible for making internal technology feel dependable, fast, and scalable across the company. This role will lead a small internal support team, manage day-to-day service quality from an external help desk partner, and personally step into escalations and operational design work when needed.
This role is accountable for end-user support operations, onboarding and offboarding, device provisioning and shipping, asset management, procurement, ticketing workflows, SLA performance, documentation, and the operating routines that turn a reactive IT environment into a consistent, service-driven function.
This is a critical hire for a fast-growing company that needs more structure, better visibility, and a higher standard of employee technology experience without adding unnecessary bureaucracy.
Essential Duties and Responsibilities
Service Delivery and End-User Operations
Own the day-to-day delivery of internal IT support across incidents, service requests, and employee technology needs.
Act as the senior escalation point for complex issues affecting employee productivity, onboarding readiness, device compliance, or office technology.
Oversee ticket intake, triage, prioritization, routing, resolution, and closure across internal staff and the MSP.
Ensure reliable, high-quality support for laptops, mobile devices, conference room technology, peripherals, collaboration tools, and core business applications.
Build and maintain a practical knowledge base and self-service content that reduces repeat tickets and improves employee experience.
Partner with business stakeholders to ensure support is responsive to changing operational needs and growth.
User Lifecycle and Device Operation
Own the end-to-end IT onboarding and offboarding process, including account setup, access provisioning, device preparation, shipping logistics, and day-one readiness.
Standardize joiner/mover/leaver workflows in partnership with HR and hiring managers.
Own the full device lifecycle for employee endpoints, including forecasting, procurement, configuration, enrollment, deployment, return, refresh, redeployment, and retirement.
Maintain standard device builds, policies, and compliance baselines using Intune and related tooling.
Ensure accurate asset records, inventory health, and auditable lifecycle tracking across company-owned hardware and key software entitlements.
Team Leadership and MSP Management
Lead, coach, and develop a team of approximately four IT support specialists, setting clear expectations for service quality, responsiveness, ownership, and documentation.
Manage staffing rhythms, queue coverage, escalation paths, and performance standards across the internal team.
Own the relationship with the MSP that provides help desk coverage, including intake expectations, escalation rules, SLA attainment, reporting cadence, issue quality, and continuous improvement.
Review ticket trends, quality signals, and employee feedback with the MSP and internal team on a regular operating cadence.
Create a service culture that is responsive, accountable, practical, and calm under pressure.
Process Improvement and Operational Rigor
Build lightweight, durable service processes for incident management, request fulfillment, escalations, knowledge management, routine changes, and service reporting.
Configure and improve Jira Service Management workflows, queues, request @types, automations, SLA policies, dashboards, and asset relationships.
Establish operating standards for ticket categorization, severity/priority definitions, response expectations, documentation quality, and handoffs between internal staff and the MSP.
Use trend analysis, root-cause review, and operational reporting to reduce repeat issues and improve first-contact resolution.
Create and maintain runbooks, SOPs, and service documentation that support consistency as the company scales.
Vendor, Procurement, and Asset Stewardship
Own day-to-day IT procurement for end-user hardware, accessories, and selected software/services in partnership with Finance and Procurement.
Manage vendor relationships for devices, shipping, repairs, support tooling, and related services, including renewals, pricing, service quality, and issue escalation.
Maintain a cost-conscious, forecastable endpoint and support operation with visibility into spend, refresh timing, and inventory needs.
Ensure vendor and MSP performance is measured against agreed service expectations and operational needs.
Recommend tooling, process, or vendor changes when they improve employee experience, support efficiency, or cost discipline.
Cross-Functional Partnership and Scope Boundaries
Partner closely with HR/People on new-hire readiness and offboarding workflow timing.
Partner with Finance on procurement and licensing discipline.
Partner with Security on endpoint hygiene, access controls, audit evidence, and policy execution.
Partner with Infrastructure or Systems teams when support issues expose deeper platform gaps.
Own service operations and employee technology delivery, while not owning security engineering design or security platform engineering.
Required Qualifications
6+ years of progressive experience in IT support, IT operations, or end-user services.
2+ years of direct people management experience leading an IT support or service desk team.
Proven experience operating in a fast-growing or operationally maturing business where processes, standards, and reporting had to be built or tightened.
Hands-on experience with Microsoft 365, Intune, and Microsoft Entra ID / Azure AD or Okta in a business environment.
Hands-on experience with a ticketing/ITSM platform such as Jira Service Management or HaloPSA.
Experience building and maintaining and IT Service Catalog with SLAs
Demonstrated ownership of employee onboarding/offboarding, device provisioning, asset management, and support workflows.
Experience managing vendors, procurement activity, renewals, or outsourced support partners.
Strong working knowledge of Windows endpoints, core networking fundamentals, SaaS administration, and collaboration tooling.
Strong operational judgment, written documentation skills, and the ability to communicate clearly with both technical and non-technical stakeholders.
Bachelor's degree or equivalent practical experience.
Additional Desired Qualifications
ITIL 4 Foundation or similar service-management training.
Microsoft certifications related to Microsoft 365, Intune, or endpoint administration
Experience with Windows Autopilot and zero-touch endpoint provisioning.
Experience with Jira Assets/CMDB or another asset/configuration management capability.
Experience supporting Windows, Linux, and MacOS environments.
Prior experience working with an MSP, outsourced service desk, or regional/distributed support model.
Experience with scripting, workflow automation, or low-code process automation.
Experience in a regulated, manufacturing, defense, aerospace, fintech, or similarly operationally demanding environment.
Experience building dashboards and presenting service metrics to leadership.
Physical Requirements and Working Conditions
Must be able to walk, stand, and navigate large indoor and outdoor facilities for extended periods of time.
Ability to lift, carry, and move materials and equipment weighing up to 25 lbs on a regular basis.
Use of personal protective equipment (PPE) may be required in designated areas or when performing specific tasks, in accordance with safety protocols and company policy.
May be required to climb ladders, stoop, kneel, or crouch during inspections, maintenance walk-throughs, or emergency response situations.
Regular exposure to facility operations including noise, dust, temperature fluctuations, and industrial equipment.
Occasional off-hours or weekend work required for emergency facility responses or projects as needed
Requires frequent use of a computer and other standard office equipment for documentation, communication, and coordination tasks.
Background Check
This position will require successfully completing a post-offer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified, consistent with federal and state law.
EEO and ITAR/EAR Work Authorization Disclosure
Red Cat Holdings provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any @type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This position requires direct or indirect access to hardware, software, technology or technical data controlled under the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Successful candidates for positions subject to ITAR/EAR restrictions must provide proof of U.S. Citizenship or Permanent Residence and must not require sponsorship for export-restricted work authorization.
E-Verify
The company participates E-Verify (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) ensure eligibility for employment and compliance with Right to Work (https://www.e-verify.gov/sites/default/files/everify/posters/IER\RightToWorkPoster%20Eng\Es.pdf) rules.
Compensation: Base pay, plus generous annual equity package and potential bonuses.
