The IT Operations Manager owns the day-to-day delivery, reliability, and cost-effectiveness of the organization's IT services. This role leads the help desk team, owns the new IT service management (ITSM) platform (Freshservice), and drives automation and continuous improvement across IT support and operations. The ITSM platform is in the early stages of onboarding, so the successful candidate will help shape service processes, workflows, and standards from the ground up. A key objective is to mature the platform from an IT-focused ITSM tool into a broader Enterprise Service Management (ESM) capability, extending standardized service delivery, workflows, and self-service to other departments across the business. The ideal candidate combines hands-on operational discipline and strong automation skills with people leadership and a service-delivery mindset, and is energized by building and leading the way.

Position Responsibilities:

• Lead the ongoing implementation and buildout of the ITSM platform (Freshservice), establishing the service catalog, ticketing workflows, SLAs, automations, and reporting from an early-stage foundation.
• Lead and manage the help desk team, owning ticket triage, escalation paths, and resolution quality across all support tiers.
• Drive automation as a core operating principle, reducing manual, repetitive work across support and operations.
• Build, maintain, and continuously improve runbooks, standard operating procedures (SOPs), and knowledge base articles for recurring tasks and incident response.
• Manage IT operational billing, including review and reconciliation of vendor invoices, SaaS subscriptions, licensing, and recurring service costs.
• Recruit, mentor, and develop the IT operations and support team; set clear goals and conduct regular performance reviews.
• Oversee monitoring, alerting, and observability for core systems and services; ensure issues are detected before they impact users.

Required Skills & Experience:

• 5+ years of IT operations or technical support experience
• 3-5+ years in a team lead or management role.
• Hands-on experience administering an ITSM platform such as Freshservice, ServiceNow, Jira Service Management, or Ivanti.
• Demonstrated experience running a help desk or service desk and managing SLAs.
• Strong automation skills: building workflow automations, integrations/APIs, and scripting (e.g., PowerShell) to streamline operations.
• Strong working knowledge of IT service management frameworks (ITIL or similar).
• Experience writing and maintaining operational documentation, runbooks, and SOPs.
• Experience managing vendor relationships, software licensing, and IT operational budgets/billing.
• Excellent communication, prioritization, and stakeholder-management skills.

Desired Skills & Experience:

• Experience extending an ITSM platform into Enterprise Service Management (ESM) for non-IT departments; direct Freshservice experience is a plus.
• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Relevant certifications such as ITIL Foundation, an ITSM platform administrator credential (e.g., Freshservice/Freshworks), CompTIA Network+/Security+, or a cloud provider certification.
• Experience integrating ITSM with Microsoft 365, Entra ID, and other business systems.
• Experience with low-code/no-code automation and orchestration platforms.
• Experience in a regulated or compliance-driven environment (SOC 2, ISO 27001, HIPAA, etc.).

$115,000 - $130,000 a year

The US national annual base salary range for this is $115,000 - $130,000. The range includes base salary that is expected to be paid for this role. Actual base salary will be based on a variety of factors including, but not limited to, the scope and complexity of the role, the successful candidate's relevant experience, skills, and knowledge, peer and market data and geographic location.

At JMA, our people are deeply committed to their work and we provide benefits to match. When you join JMA you have immediate access to everything you need. Whether you're looking for employee discounts, financial, legal and/or childcare resources and support, we have you covered. We believe in providing comprehensive health and wellness coverage along with monetary rewards towards health goals, in addition to numerous company-provided personal protection benefits at no additional cost to you.