IT Operations Manager
About The Position
Harbinger is hiring an IT Operations Manager to lead the team that keeps its people, offices, and factory running. The role is responsible for end-user support, on-call coverage, and service levels, and for growing the IT operations team as the company scales. The manager oversees day-to-day IT support across office, engineering, and manufacturing environments, maintains coverage for every site and shift, and manages service desk systems, collaboration tools, conference room AV, devices, assets, budgets, and vendor support. The role also partners with Cybersecurity and reports operational performance and trends to IT leadership.
Requirements
- At least 7 years of experience in IT operations or support.
- At least 3 years of experience managing a team with direct reports, on-call rotations, and performance reviews.
- Hands-on administration of a service desk platform such as Serval, Jira Service Management, or ServiceNow, and on-call tools such as PagerDuty.
- Deep knowledge of endpoint device management across macOS, Windows, mobile, and Linux using tools such as Intune, Jamf, and JumpCloud.
- Administrator-level knowledge of identity and access management tools such as Okta, JumpCloud, and Entra ID.
- Experience supporting conference room AV, including systems such as Logitech or Neat, displays, and scheduling panels.
- Working knowledge of networking, including Wi-Fi, switching, VLANs, and VPN.
- Familiarity with ITIL practices and scripting for automation.
- Clear communication with people from the production floor to executives, especially during incidents.
- Ability to build teams with clear expectations and honest feedback.
- Ability to document work and direct requests to the appropriate owner.
Nice To Haves
- Experience supporting a manufacturing, production, or other 24/7 environment is strongly preferred.
- Knowledge of MES, shop floor devices, and industrial networks is ideal.
Responsibilities
- Hire, onboard, and develop IT Specialists and Administrators, including conducting 1-on-1s, setting goals, and completing performance reviews.
- Run day-to-day IT support across office, engineering, and manufacturing environments, with schedules and coverage for every site and shift.
- Define and report on service-level agreements for response and resolution, with faster targets for issues that stop production.
- Lead IT on-call operations, including rotations, escalation paths, runbooks, and after-hours coverage for production shifts.
- Administer core employee collaboration systems, including Google Workspace, Slack, Zoom, Jira, and Confluence, covering licensing, settings, and user support.
- Keep conference rooms and AV systems operational, including Zoom Rooms on Logitech and Neat systems, displays, room scheduling panels, and all-hands and event spaces.
- Build and maintain Serval, the AI-powered service desk, including its service catalog, workflows, automations, and knowledge base.
- Handle the IT aspects of onboarding and offboarding, as well as the full device and asset lifecycle.
- Manage the IT operations budget and support vendors.
- Partner with Cybersecurity on access reviews, phishing response, and audit evidence.
- Report SLA performance, on-call activity, and operational trends to IT leadership.
Benefits
- Comprehensive health, dental, and vision coverage, 100% employee covered.
- Early-stage stock options.
- Retirement savings benefits, including 401(k), HSA, and FSA.
- Generous paid time off and parental leave.
- Annual vacation bonus.
- Wellness and fertility benefits.
- Cell phone stipend.
- Complimentary meals and stocked kitchens.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
