IT Operations Manager

IT Operations ManagerHarbinger is hiring an IT Operations Manager to lead the team that keeps our people, offices, and factory running. This person will be responsible for end-user support, on-call coverage, and service levels, and will grow the IT operations team as the company scales.Key ResponsibilitiesHire, onboard, and develop IT Specialists and Administrators, including 1-on-1s, goal setting, and performance reviewsRun day-to-day IT support across office, engineering, and manufacturing environments, with schedules and coverage for every site and shiftDefine and report on SLAs for response and resolution, with faster targets for issues that stop productionLead IT on-call, including rotation, escalation paths, runbooks, and after-hours coverage for production shiftsAdminister the core collaboration systems employees use every day, such as Google Workspace, Slack, Zoom, Jira, and Confluence, including licensing, settings, and user supportKeep conference rooms and AV running, including Zoom Rooms on Logitech and Neat systems, displays, room scheduling panels, and all-hands and event spacesBuild out and maintain Serval, our AI-powered service desk, including the service catalog, workflows, automations, and knowledge baseHandle the IT side of onboarding and offboarding, plus the full device and asset lifecycleManage the IT operations budget and support vendors, and partner with Cybersecurity on access reviews, phishing response, and audit evidenceQualificationsExperience7+ years in IT operations or support, including 3+ years managing a team with direct reports, on-call rotations, and performance reviewsExperience supporting a manufacturing, production, or other 24/7 environment strongly preferredTechnical CompetenciesHands-on administration of a service desk platform such as Serval, Jira Service Management, or ServiceNow, plus on-call tools such as PagerDutyDeep knowledge of Endpoint device management on macOS, Windows, mobile, and Linux using tools like Intune, Jamf, and JumpCloudAdmin level knowledge of Identity and Access Management tools. Such as Okta, Jumpcloud, and Entra IDExperience supporting conference room AV, such as Logitech or Neat video systems, displays, and scheduling panelsWorking knowledge of networking (Wi-Fi, switching, VLANs, VPN) and, ideally, MES, shop floor devices, and industrial networksFamiliarity with ITIL practices and scripting for automationSoft SkillsClear communicator with everyone from the production floor to executives, especially during incidentsBuilds teams people want to stay on, with clear expectations and honest feedbackDocuments as they go and is comfortable pointing requests to the right ownerKey Benefits & Perks:Comprehensive Health, Dental & Vision (HDV) - 100% employee coveredEarly-stage Stock OptionsRobust Retirement Savings (401k, HSA, FSA)Generous Paid Time Off (PTO) & Parental LeaveAnnual Vacation BonusWellness & Fertility BenefitsCell Phone StipendComplimentary Meals & Stocked Kitchens