Manager, Enterprise IT Operations

OVERVIEW: The Manager of IT Operations is responsible for overseeing the delivery and performance of all frontline end-user support services across the Domestic U.S., including the Service Desk, TechBars, and Local Deskside Support teams. This leader will drive operational excellence, customer satisfaction, and service innovation across multiple support channels, ensuring alignment with corporate IT strategy, SLAs, and user experience goals. The ideal candidate is a strategic, hands-on leader who thrives in fast-paced environments, has a passion for people’s development, and leverages data-driven insights to continuously improve service delivery. YOUR DAY TO DAY: Lead and manage daily operations of the Service Desk, TechBars, and Deskside Support functions across multiple U.S. locations. Develop and maintain a unified service strategy that provides consistent, high-quality support across walk-up, phone/chat, and in-person channels. Partner closely with IT leadership, Cybersecurity, and Infrastructure teams to ensure timely incident response, change readiness, and proactive issue resolution. Oversee staffing models, schedules, and workforce planning to ensure appropriate coverage across all supported time zones and locations. Drive key performance indicators (KPIs), including SLAs, First Call Resolution, Customer Satisfaction (CSAT), and Mean Time to Resolve (MTTR). Collaborate with Vendor Management and Business Relationship teams to ensure third-party providers meet performance expectations and contract obligations. Develop playbooks, standard operating procedures (SOPs), and escalation frameworks that promote consistency and accountability. Lead major incident response efforts, executive escalations, and root cause analysis for recurring issues. Champion a culture of continuous improvement, leveraging metrics, feedback, and technology to enhance user experience. Partner with HR and Talent teams to recruit, develop, and retain high-performing IT support professionals. Support IT transformation initiatives, including automation, AI-driven support tools, and self-service enablement.