IT Operations Manager

FormFactor Inc.•Farmers Branch, TX

4d•Onsite

About The Position

FormFactor, Inc. (NASDAQ: FORM), is a leading provider of essential test and measurement technologies along the full semiconductor product life cycle — from characterization, modeling, reliability, and design de-bug, to qualification and production test. Semiconductor companies rely upon FormFactor’s products and services to accelerate profitability by optimizing device performance and advancing yield knowledge. The company serves customers through its network of facilities in Asia, Europe, and North America. Rooted in our core values — Focus on the Customer, Ownership & Accountability, Respectfully & Effectively Communicate, and Motivate & Develop People — we foster an environment where diverse perspectives are not only welcomed but celebrated. Everyone can make an impact here. Whether it's improving products, supporting customers, or positively influencing peers and the community, the contributions of our people matter. The IT Operations Manager – End User Services & ITSM is responsible for leading FormFactor’s global end-user support operations, including Service Desk (Helpdesk), Desktop/Deskside Support, and IT Service Management (ITSM) processes and standards across multiple sites and regions. This onsite role will serve as an IT leader for the site and a primary interface to onsite business leadership. In addition to global operational accountability, the IT Operations Manager provides strong local presence, hands-on leadership, and direct engagement with Engineering, Manufacturing, and Operations stakeholders to ensure IT services effectively support day-to-day execution and business outcomes. The role balances global consistency and governance with site-specific responsiveness, ensuring end-user services are reliable, scalable, and aligned with FormFactor’s business needs worldwide.

Requirements

Change Management
Computer Support
Computer Technical Support
Continuous Improvement
Desktop Support Management
End User Services
Incident Management
ITIL Framework
IT Service Desk
IT Service Management (ITSM)
Leadership
Major Incident Management
People Management
Problem Management
Process Improvements
Remote Desktop Support
SLA Management
Stakeholder Communications
Vendor Management
Minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience; or equivalent experience

Responsibilities

Lead and develop a team of individual contributors to deliver reliable, high‑quality end‑user support services aligned with service standards and business needs across different sites and time zones.
Serve as a strategic partner to people leaders, senior support staff, and managed service providers, ensuring consistent, high‑quality end‑user support services aligned with business needs and service standards.
Own and mature ITSM processes including Incident, Service Request, Problem, Change, Knowledge, and Asset/CMDB.
Establish and enforce standard intake, triage, prioritization, escalation, and resolution procedures.
Lead major incident management, including stakeholder communications and post-incident reviews.
Drive problem management and root cause analysis to reduce recurring incidents and improve service stability.
Define and maintain global end-user support standards, operational playbooks, and runbooks.
Establish service KPIs, SLAs, and OLAs; lead regular service reviews and performance reporting.
Partner with ITSM platform owners to improve workflows, automation, self-service, and knowledge management.
Ensure consistent, high-quality end-user experience across regions and business functions.
Manage vendor performance, contract adherence, and continuous improvement initiatives.
Serve as an escalation point for business stakeholders regarding end-user support and ITSM services.
Promote a culture of accountability, customer focus, and continuous improvement within the IT Operations team.