IT Operations Manager

Therma•San Jose, CA

1d•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 met. 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 role 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 service desk operations, including staffing, scheduling, workload distribution, coaching, performance management, incident and service-request performance, SLA compliance, queue health, ticket documentation, and operational reporting. Freshservice is the system of record for tickets. The role is the senior operational escalation point for complex or business-critical technology issues and coordinates resolution across infrastructure, network, security, enterprise systems, applications, and external partners. It leads root cause analysis and ensures consistent execution of employee lifecycle and device management processes. The manager develops and enforces standard operating procedures, escalation paths, and knowledge articles; drives standardization and continuous improvement; and leads operational readiness for device refreshes, office openings and moves, acquisitions, migrations, and system rollouts. The role ensures alignment with enterprise security standards, asset controls, audit requirements, and technologies. It also partners with Therma and Legence leaders and supports budget, procurement, vendor management, and resource planning.

Requirements

Bachelor’s degree in Information Technology, Business, Management, or equivalent experience.
7+ years of progressive experience in IT support, service delivery, infrastructure operations, or end-user technology.
3+ years of formal people-management experience, preferably supporting multiple locations or distributed teams.
Demonstrated experience owning service performance, operational processes, escalations, and continuous-improvement initiatives.
Proven 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 the ability to communicate with business and senior IT leadership.
Experience with 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.
Process-driven leadership, accountability, team development, and operational discipline.
Service delivery, business partnership, continuous improvement, and customer experience capabilities.
Data-driven decision-making, project leadership, risk management, and executive communication capabilities.

Nice To Haves

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.
Lead staffing, scheduling, workload distribution, and support coverage across assigned locations.
Conduct one-on-ones, performance reviews, operational meetings, and coaching sessions; address performance 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, ensuring SLA compliance, timely resolution, and a consistent user experience.
Monitor queue health, aging tickets, backlog, escalations, documentation quality, and customer satisfaction, and drive corrective action when targets are missed.
Ensure Freshservice is used as the system of record and tickets are accurately categorized, prioritized, assigned, escalated, and closed.
Establish 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 accommodating 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, focusing on standardization, service quality, supportability, and cost effectiveness.