Global IT Operations Manager

Marmon Holdings, Inc. • Hillsboro, OR

1d

About The Position

The Global IT Operations Manager leads day-to-day IT operations across global offices, ensuring reliable technical support, operational excellence, and a positive end-user experience. The role manages internal and external service desk resources, drives Microsoft 365 adoption, oversees ITIL-aligned service delivery, and partners with infrastructure and security teams to implement secure, scalable technology solutions.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 7–10 years of IT management experience, including networking and end-user support.
• 5+ years of IT Operations team leadership or supervisory experience.
• Strong knowledge of enterprise networking architecture, protocols, and security.
• Familiarity with ITIL practices and service desk management frameworks.
• Strong leadership, communication, analytical, and problem-solving skills.
• Detail-oriented, customer-focused, and comfortable working in a fast-paced environment.
• Following receipt of a conditional offer of employment, candidates must complete additional job-related screening processes as permitted or required by applicable law.

Nice To Haves

• Experience with Freshservice administration, workflows, automation, service catalogs, and reporting.
• Experience supporting geographically distributed teams across multiple regions and time zones.

Responsibilities

• Lead, train, and mentor IT service desk staff, ensuring timely issue resolution, effective escalations, and excellent customer service.
• Develop and maintain IT support policies, procedures, service standards, and ITIL-aligned incident, request, problem, and change management processes.
• Monitor service desk performance, including SLAs, first-call resolution, MTTR, customer satisfaction, ticket backlogs, and operational KPIs.
• Drive implementation, adoption, and support of Microsoft 365 tools, including Copilot, Teams, SharePoint, Outlook, and Power BI.
• Provide end-user training, documentation, and communications to improve technology adoption and productivity.
• Identify opportunities to automate support workflows, streamline processes, and improve service delivery.
• Manage endpoint hardware and software installations, upgrades, configurations, asset lifecycles, and vendor relationships.
• Partner with Information Security on endpoint protection, vulnerability remediation, identity governance, and security compliance.
• Support network and infrastructure initiatives involving LAN, WAN, VPN, wireless, cloud solutions, and Active Directory.
• Support disaster recovery, backup strategies, and business continuity readiness.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager