Full Job Description
IT Operations Manager
Location: San Jose, CA; Onsite Full-time
Position Overview
The IT Service Desk is the central point of contact for all IT-related incidents and service requests. The IT Operations Manager is responsible for leading IT support operations across Therma locations and ensuring service levels, operational standards, and business expectations are consistently achieved.
This role leads IT support professionals, owns escalations and service performance, and drives disciplined execution of IT processes across supported offices. The position partners with business and IT leaders to improve service delivery, standardize operations, manage risk, and support enterprise initiatives. This position will be based in the San Jose region, supporting multiple Therma offices and reporting to the Sr. IT Operations Manager, Installation & Maintenance segment.
Team Leadership & Management
• Lead, coach, and develop IT professionals, establishing clear performance expectations, accountability, and development plans.
• Provide leadership for staffing, scheduling, workload distribution, and support coverage across assigned locations.
• Conduct regular one-on-ones, performance reviews, operational meetings, and coaching sessions.
• Build a customer-first, process-driven culture focused on ownership, responsiveness, collaboration, and measurable results.
• Address performance, service, or process-adherence concerns promptly and consistently.
Service Desk Operations
• Own incident and service request performance, ensuring SLA compliance, timely resolution, and a consistent user experience.
• Monitor queue health, aging tickets, backlog, escalation volume, documentation quality, and customer satisfaction; drive corrective action when targets are not achieved.
• Ensure Freshservice is used as the system of record and that tickets are accurately categorized, prioritized, assigned, escalated, and closed.
• Establish appropriate support coverage for offices, field teams, critical operations, and executive stakeholders.
• Provide regular operational reporting and clearly communicate performance, risks, capacity needs, and improvement actions.
Technical Support & Escalation
• Serve as the senior operational escalation point for complex, high-impact, or business-critical technology issues.
• Coordinate resolution across infrastructure, network, security, enterprise systems, applications, and external partners.
• Lead root cause analysis for recurring issues, ensuring corrective actions are assigned, tracked, and completed.
• Ensure consistent execution of onboarding, transfers, offboarding, account changes, device deployment, recovery, refresh, retirement, and disposal processes.
Operational Excellence & Continuous Improvement
• Develop, document, and enforce standard operating procedures, escalation paths, and knowledge articles.
• Drive standardization across Therma locations while addressing legitimate business and field-operational requirements.
• Use service data to identify recurring issues, process gaps, training needs, automation opportunities, and resource constraints.
• Lead operational readiness for device refreshes, office openings and moves, acquisitions, migrations, and system rollouts.
• Ensure IT Operations activities align with enterprise security standards, asset controls, audit requirements, and technologies.
Collaboration & Communication
• Partner with Therma and Legence leaders to understand business priorities, communicate service performance, and resolve operational gaps.
• Translate technical issues into clear business impact, risk, options, and recommended actions.
• Support budget, procurement, vendor management, and resource planning with strong focus on standardization, service quality, supportability, and cost effectiveness.
Qualifications / Requirements
• Bachelor's degree in Information Technology, Business, Management, or equivalent experience.
• 7+ years of progressive experience in IT support, service delivery, infrastructure operations, or end-user technology.
• 3+ years of formal people-management experience, preferably supporting multiple locations or distributed teams.
• Demonstrated experience owning service performance, operational processes, escalations, and continuous-improvement initiatives.
• Proven ability to lead competing priorities, organizational change, high-impact incidents, and cross-functional projects.
• Strong analytical, decision-making, coaching, and stakeholder-management capabilities.
• Excellent verbal and written communication skills, including the ability to communicate with business and senior IT leadership.
Technical Expertise:
• Microsoft Active Directory, Microsoft Entra ID, Microsoft 365, Teams, Exchange Online, SharePoint, endpoint technologies, and mobile devices.
• ITSM platforms such as Freshservice or ServiceNow; incident, request, problem, knowledge, and asset-management practices.
• Multi-site support, employee lifecycle processes, endpoint management, encryption, audit support, and security controls.
Core Competencies:
• Process-driven leadership, accountability, team development, and operational discipline.
• Service delivery, business partnership, continuous improvement, and customer experience.
• Data-driven decision-making, project leadership, risk management, and executive communication.
• ITIL Foundation or comparable IT service management experience.
• Experience supporting construction, engineering, field-service, acquisition, or integration environments.
Base salary: $125k-$155k per year.
Notes: Actual compensation will be based on skills, experience, and work location, and may vary from the posted range. Hiring bonuses (and any guaranteed year-end bonuses) are administered under Company policy and are not earned until all stated conditions are met (e.g., active employment on the payment date). This posting reflects compensation at the time of posting and may be updated.
#LI-JS1 #LI-Onsite
Benefits Overview
401(k) Plan with Company Match: Currently match contributions dollar-for-dollar up to 4% of eligible pay; immediate vesting.
Health & Welfare Benefits: Employer provided medical, dental, vision, prescription drug, Employee Assistance Program and accident & illness coverage.
Life and Disability Insurance: Employer provided basic life insurance and AD&D valued at 50K coverage amount with the option for voluntary buy up for additional coverage.
Time Off: Flexible non-accrual vacation (separate from CA sick leave); company holidays per policy.
Expenses: Business travel and related expenses reimbursed per company policy.
Reasonable Accommodations
If you need assistance or accommodations during the application or interview process, please contact us at [redacted] or your dedicated recruiter with the job title and requisition number.
Employment Eligibility
Candidates must have current work authorization in the U.S.; visa sponsorship is not available for this position.
Third-Party Recruiting Disclaimer
Legence and its affiliates do not accept unsolicited resumes from agencies; any such submissions without a prior signed agreement authorized by Legence Holdings LLC's CHRO or Director of Talent Acquisition will not incur fees and are considered property of Legence.
Pay Disclosure & Considerations
Where pay ranges are indicated, please note that a successful candidate's exact pay will be determined based relevant job-related factors, including any of the following: candidate's experience, skills, and qualifications, as well as geographic and market considerations. We are committed to ensuring fair and competitive compensation for all employees and comply with all applicable salary transparency laws.
