IT Operations Manager

About the Role: 

Dragos is looking for an IT Operations Manager to lead our global help desk team and own the staff technology experience end-to-end. This role steps into a critical function—managing a distributed team of four across multiple time zones, including international staff. In this role you'll be responsible for driving resolution speed, operational consistency, and a measurable uplift in how employees experience IT support. This is a working manager role. You'll be expected to contribute directly alongside your team while also building the processes, tooling, and automation capabilities that reduce manual toil and scale support capacity as the company grows. 

Responsibilities: 

• Manage a team of 4 IT support specialists across multiple time zones; set clear performance expectations, conduct regular 1:1s, establish escalation protocols, coordinate coverage, and build a high-accountability, high-support culture.
• Manage the ticketing system including SLA management, queue prioritization, escalation paths, and closure quality; define standard operating procedures and establish clear prioritization rules.
• Track and report on key performance indicators (MTTR, first contact resolution, ticket volume, SLA adherence); partner with department and business leaders to align support operations with broader infrastructure and security initiative.
• Own the IT employee experience across the entire lifecycle—onboarding, offboarding, hardware management, tool consistency, and daily support quality; actively solicit and implement stakeholder feedback.
• Identify high-volume and repetitive support tasks; lead automation and self-service initiatives to reduce manual workload and improve resolution speed.
• Evaluate and implement AI-assisted tools to enhance ticket triage, resolution guidance, and knowledge base quality.
• Develop a maturity roadmap transitioning the team from reactive troubleshooting to proactive and preventative support operations.

Qualifications: 

• 4+ years in IT support or systems administration, with at least 1–2 years in a lead or management capacity.
• Demonstrated experience managing a distributed or international team.
• Hands-on proficiency with ITSM/ticketing platforms.
• Working knowledge of modern enterprise IT stacks.
• Track record of driving measurable improvements in support metrics (MTTR, SLA, CSAT).
• Experience implementing automation or AI tooling in a support context is a strong plus.
• Strong communication skills - must be comfortable working across time zones and with stakeholders at all levels.
• Self-directed with high operational discipline; you don't wait to be told what's broken.

Compensation: 

• Salary: $135,000
• Competitive Equity Package  
• Comprehensive Benefits Plan 

 

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