Corporate IT Services Operations Lead

The Voleon Group•Berkeley, CA

6d•$135,000 - $165,000•Onsite

About The Position

Voleon is a technology company that applies state-of-the-art AI and machine learning techniques to real-world problems in finance. For nearly two decades, we have led our industry and worked at the frontier of applying AI/ML to investment management. We have become a multibillion-dollar asset manager, and we have ambitious goals for the future. Your colleagues will include internationally recognized experts in artificial intelligence and machine learning research as well as highly experienced finance and technology professionals. In addition to our enriching and collegial working environment, we offer highly competitive compensation and benefits packages, technology talks by our experts, a beautiful modern office, daily catered lunches, and more. Voleon is looking for a Corporate IT Services operations Lead to join our Corporate IT Services (Corp-ITS) team and serve as the technical leader and primary coordination point for IT service delivery across the organization. This position combines hands-on operational and support expertise with strategic leadership, team mentorship, and cross-functional collaboration to ensure exceptional IT experiences for all employees. We're looking for an IT Services Lead to own the operational engine of our 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. This role is expected to grow into a full people management position with direct reports. We're looking for someone who brings early or demonstrated people leadership experience and is ready to step into formal management as the team scales. Expect approximately 60% individual contributor / 40% leadership and coordination in the near term, with the balance shifting meaningfully toward people management over time.

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
2+ years of direct people management experience, including performance management, career development, and building team culture
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

Nice To Haves

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

Responsibilities

Provide technical and operational leadership for the Corp-ITS team. Set service delivery standards, establish team norms, and mentor and coach team members toward growth and high performance
Grow into and exercise direct people management, including performance conversations, career development, hiring, and building a high-functioning team culture as the organization scales
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