IT Operations Manager

Legence • San Jose, CA

2d • $125,000 - $155,000 • Onsite

About The Position

The IT Operations Manager leads IT support operations across Therma locations, ensuring service levels, operational standards, and business expectations are consistently achieved. The role leads IT support professionals, owns escalations and service performance, and drives disciplined execution of IT processes across supported offices. It partners with business and IT leaders to improve service delivery, standardize operations, manage risk, and support enterprise initiatives. The position is based in the San Jose region, supports multiple Therma offices, and reports to the Sr. IT Operations Manager, Installation & Maintenance segment.

The manager oversees team leadership and staffing, service desk operations, technical escalations, operational excellence, and collaboration with Therma and Legence leaders. Responsibilities include maintaining SLA performance and customer experience, coordinating resolution of complex technology issues, improving processes using service data, and supporting operational readiness for enterprise changes. The role also helps with budget, procurement, vendor management, and resource planning, emphasizing standardization, service quality, supportability, and cost effectiveness.

Requirements

• Bachelor’s degree in Information Technology, Business, Management, or equivalent experience.
• At least 7 years of progressive experience in IT support, service delivery, infrastructure operations, or end-user technology.
• At least 3 years of formal people-management experience.
• Demonstrated experience owning service performance, operational processes, escalations, and continuous-improvement initiatives.
• Ability to lead competing priorities, organizational change, high-impact incidents, and cross-functional projects.
• Strong analytical, decision-making, coaching, and stakeholder-management capabilities.
• Excellent verbal and written communication skills, including communication with business and senior IT leadership.
• Knowledge of Microsoft Active Directory, Microsoft Entra ID, Microsoft 365, Teams, Exchange Online, SharePoint, endpoint technologies, and mobile devices.
• Experience with ITSM platforms such as Freshservice or ServiceNow and incident, request, problem, knowledge, and asset-management practices.
• Experience with multi-site support, employee lifecycle processes, endpoint management, encryption, audit support, and security controls.
• Current U.S. work authorization; visa sponsorship is not available.

Nice To Haves

• Formal people-management experience supporting multiple locations or distributed teams.
• ITIL Foundation or comparable IT service management experience.
• Experience supporting construction, engineering, field-service, acquisition, or integration environments.

Responsibilities

• Lead, coach, and develop IT professionals, setting performance expectations, accountability, and development plans.
• Manage staffing, scheduling, workload distribution, and support coverage across assigned locations.
• Conduct one-on-ones, performance reviews, operational meetings, and coaching sessions; address performance, service, and process-adherence concerns.
• Build a customer-first, process-driven culture focused on ownership, responsiveness, collaboration, and measurable results.
• Own incident and service request performance, including SLA compliance, timely resolution, and consistent user experience.
• Monitor queue health, aging tickets, backlog, escalations, documentation quality, and customer satisfaction, and drive corrective action.
• Ensure Freshservice is used as the system of record and tickets are categorized, prioritized, assigned, escalated, and closed accurately.
• Establish appropriate support coverage for offices, field teams, critical operations, and executive stakeholders.
• Provide operational reporting and communicate performance, risks, capacity needs, and improvement actions.
• Serve as the senior operational escalation point for complex, high-impact, or business-critical technology issues.
• Coordinate issue resolution across infrastructure, network, security, enterprise systems, applications, and external partners.
• Lead root cause analysis for recurring issues and ensure corrective actions are assigned, tracked, and completed.
• Ensure consistent execution of onboarding, transfers, offboarding, account changes, device deployment, recovery, refresh, retirement, and disposal processes.
• Develop, document, and enforce standard operating procedures, escalation paths, and knowledge articles.
• Drive standardization across Therma locations while accounting for legitimate business and field-operational requirements.
• Use service data to identify recurring issues, process gaps, training needs, automation opportunities, and resource constraints.
• Lead operational readiness for device refreshes, office openings and moves, acquisitions, migrations, and system rollouts.
• Ensure IT Operations activities align with enterprise security standards, asset controls, audit requirements, and technologies.
• Partner with Therma and Legence leaders to understand business priorities, communicate service performance, and resolve operational gaps.
• Translate technical issues into clear business impact, risk, options, and recommended actions.
• Support budget, procurement, vendor management, and resource planning with a focus on standardization, service quality, supportability, and cost effectiveness.

Benefits

• 401(k) plan with company match, currently dollar-for-dollar up to 4% of eligible pay, with immediate vesting.
• Employer-provided medical, dental, vision, prescription drug, Employee Assistance Program, and accident and illness coverage.
• Employer-provided basic life insurance and AD&D coverage valued at $50,000, with the option to buy additional voluntary coverage.
• Flexible non-accrual vacation, separate from California sick leave.
• Company holidays per policy.
• Business travel and related expenses reimbursed per company policy.

What This Job Offers

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