IT Operations Manager

ZipRecruiter•Santa Monica, CA

2d•Hybrid

About The Position

We are looking for a qualified Manager of Information Technology (IT) Operations to join our team. You will be responsible for leading our support team for 800+ hybrid employees with offices in 2 cities. The team is dedicated to empowering the organization through the implementation of modern technology solutions. Our core mission involves delivering top-tier customer support, managing hardware and software provisioning, providing technical education, and resolving complex issues. As a tech-first company, ZipRecruiter is extremely engaged with bringing modern tooling, including Artificial Intelligence, to the workplace. As Manager of IT Operations, you will lead empowerment to rapidly adopt tools and services and drive innovation across all of our corporate functions. This role leads the IT Support Team to ensure professionalism in approach, adaptability in process, and continuous improvement through professional development and ownership of solutions.

Requirements

Ability to work in our Santa Monica office multiple days a week.
Minimum of 6 years of experience in a technical support role, 2 years people management.
Strong technical background - broad adaptability to new approaches is more applicable than certifications or in-depth expertise of a singular technology
Strong critical thinking approach and the ability to mentor the team in the same direction
Experience providing technical support remotely and in-person
Experience in IT procurement, vendor management, and contract negotiation.
Team management experience - objective evaluation, performance management
Ability to support and maintain audiovisual (AV) systems and Zoom Rooms
Working knowledge of Google Workspace and Microsoft 365 administration
Familiarity with Okta, Active Directory, and user access management
Windows and macOS expertise - including troubleshooting drivers, conflicts, and resource contention

Nice To Haves

Enthusiasm for keeping up with emerging tech – hands-on familiarity with open source, appetite to tinker, and a pulse on emerging and fading trends in industry.
Customer service-oriented with rigorous documentation and problem-solving attitude.
Team development experience - identifying competency gaps and addressing through training and mentorship.
Networking experience - DNS, wireless networking, home office troubleshooting.
Software as a Service administration experience - authentication, license management.
Contractor management experience.

Responsibilities

Manage a distributed team of four IT Support technicians, providing mentorship, development, and performance management.
Communicate consistently with leadership, maintaining an active in-person presence with executives in the office to proactively identify operational gaps and areas for improvement.
Collaborate with the People Development Team to optimize onboarding and offboarding processes.
Manage the end-to-end ticketing system and Jira workspaces to track long-term projects, optimize productivity, and deliver appropriate solutions while consistently meeting SLAs.
Cultivate a growth mentality and eagerness to adapt new technologies and approaches as we collectively learn how to deliver the best tools and services to a diverse user population.
Ability to travel 10–15% to provide onsite support for Tech and Sales collaboration weeks, including managing AV setups and ensuring office tech is fully prepared and optimized.
Own the IT procurement and asset lifecycle, managing hardware inventory, computer refresh cycles, and sustainable e-waste processes in collaboration with Finance.
Lead process improvements and efficiency initiatives within IT Operations, managing competing priorities with full task ownership to anticipate next steps, bridge operational gaps, and elevate the customer experience.
Own the team's documentation lifecycle, maintaining internal playbooks and standard operating procedures (SOPs) while creating self-serve documentation and training resources for end-users.
Providing technical leadership for office relocations
Managing contractors
2nd-line support as needed for capacity or time off coverage