We're looking for a Corporate IT Services Operations Lead to own the operational engine of our Corp-IT Service (Corp-ITS) team. This is fundamentally a service delivery leadership role: you'll drive the day-to-day rhythm of IT support - ticket triage and assignment, queue management, workflow design in JSM, SLA adherence, and customer satisfaction. You'll ensure internal customers get timely, clear communication, escalate effectively to Corp-IT Engineering (Corp-ITE), and continuously identify where manual processes should be automated or handed off. This role is the connective tissue between what users need and what Engineering builds. Expect approximately 60% individual contributor / 40% leadership and coordination. **Responsibilities** - Provide technical leadership for the Corp-ITS team. Set service delivery standards. Mentor and coach team members. - Serve as coordination point between Corp-ITS, Corp-ITE, Security, and business stakeholders. Translate business needs into operational requirements and ensure alignment. - Lead IT service delivery strategy including service desk operations, SLA management, incident response, and continuous improvement. Define metrics and track performance. - Leverage AI tools to improve ticket triage accuracy, deflect common requests via self-service, and accelerate process improvement. - Manage complex escalations and critical incidents as highest-level technical resource. Coordinate response and communicate status. - Perform hands-on operational and support work including troubleshooting, platform administration, endpoint management, and infrastructure operations. - Provide technical leadership by mentoring junior team members, serving as a primary escalation point, and driving the resolution of complex technical issues. - Lead cross-functional IT projects with Engineering including rollouts, upgrades, automation, and security implementations. - Own IT service delivery processes, documentation, and SLA. Drive improvements and automation. Maintain runbooks and SOPs. Foster collaboration and continuous learning. - Build strong relationships across IT and the organization as trusted advisor. Facilitate communication and collaboration. **Requirements** - 5-8+ years progressive IT experience spanning support, operations, and technical leadership. Breadth across multiple areas showing readiness for this multifaceted role. - Proven technical leadership including mentoring, setting direction, and influencing decisions. Formal management not required. - Strong technical foundation across IT service delivery (endpoint management, SaaS administration, identity/access, networking, infrastructure). - Proficiency in automation and scripting (PowerShell, Python, Bash). Understanding of infrastructure-as-code approaches. - Hands-on ITIL experience - You've applied it to real service design, incident management, and continuous improvement. - Jira Service Management (JSM) experience - you've built and operated workflows, not just used the tool as an end user. Experience with automation rules, SLA configuration, and reporting required. - Exceptional stakeholder management and communication skills. Ability to influence without formal authority. - Experience leading cross-functional projects from planning through delivery. - Strong analytical and process improvement mindset. Experience with metrics, KPIs, and data-driven decisions. - Experience supporting highly technical users (engineers, data scientists, researchers). - Demonstrated use of AI tools (e.g., LLM-based triage, chatbot/self-service, workflow intelligence) to improve IT service delivery. **Preferred Qualifications** - Hands-on experience with IT metrics, KPIs, and service delivery reporting. - Experience coordinating and supporting distributed or hybrid teams. - Proven ability to adapt and execute during periods of organizational change. - Working knowledge of modern workplace technologies, including zero-trust, EDR, SaaS management, and DEX tools. - Relevant IT certifications (ITIL 4, ACSP, Microsoft 365, Jamf, CompTIA, PMP/Agile, leadership). - Experience in financial services or other regulated environments preferred. "Friends of Voleon" Candidate Referral Program If you have a great candidate in mind for this role and would like to have the potential to earn $7,500 if your referred candidate is successfully hired and employed by The Voleon Group, please use this form to submit your referral. For more details regarding eligibility, terms and conditions please make sure to review the Voleon Referral Bonus Program.