IT Operations Lead

Resolve AI•San Francisco, CA

About The Position

At Resolve, we’re building Agentic AI that empowers software engineers by automating production engineering and SRE workflows. Our models deeply understand production systems — from code to databases — taking on repetitive, high-pressure tasks and handling critical incidents autonomously, so engineers can focus on building. Our founders (Spiros Xanthos and Mayank Agarwal) are the core creators of OpenTelemetry and led Splunk Observability. They have had 2 successful exits to Splunk and VMware. We raised a $35M Seed round from top-tier investors like Greylock, Unusual Ventures, Jeff Dean (Chief Scientist, Google DeepMind), Thomas Dohmke (CEO, GitHub), Matt Garman (CEO, AWS), Reid Hoffman (Founder, LinkedIn) and Fei Fei Li (Professor, Stanford). As our IT Operations Lead, you’ll own the systems, processes, and day-to-day operations that power Resolve AI’s internal technology stack. You’ll be responsible for delivering a secure, reliable, and frictionless employee experience as we scale a fast-growing, AI-first company.

Requirements

6+ years of experience in IT operations, internal tools, or end-user systems in a high-growth or technical environment.
Proven experience owning macOS-focused environments, device management, SaaS administration, and identity systems (e.g., Okta, Jamf, Google Workspace).
Strong troubleshooting skills across hardware, operating systems, networking fundamentals, and modern SaaS tools.
Hands-on experience building and running ITSM workflows, including ticketing systems, SLAs, documentation, and automation.
A security-first mindset, with experience partnering cross-functionally on access controls, device security, and compliance requirements.
Excellent communication skills and a service-oriented approach
A builder’s mentality: comfortable operating in ambiguity, prioritizing pragmatically, and creating systems that scale.

Nice To Haves

Experience supporting engineering-heavy organizations or AI/infra teams is a strong plus.

Responsibilities

Own and operate Resolve AI’s end-user IT environment, including laptops, devices, identity, access controls, and core productivity tools.
Lead global IT support operations, ensuring fast, high-quality support for engineers and business teams across in-office and remote environments.
Serve as a hands-on player-coach — resolving tickets directly while building scalable workflows, documentation, and automation.
Manage onboarding and offboarding end-to-end, including device provisioning, access management, asset tracking, and lifecycle policies.
Partner closely with Security, Engineering, and People teams to align on device security, identity management, and compliance best practices.
Build and evolve IT service management processes (ticketing, SLAs, knowledge base, incident response) with a strong focus on reliability and user experience.
Evaluate, implement, and manage SaaS tools and vendors, optimizing for security, cost, and productivity.