Manager, IT Operations

Sprout General Referrals•Chicago, IL

1d•Hybrid

About The Position

We're hiring an IT Operations Manager to lead our IT Service Desk (ITSD) team and own the systems and services every Sprout employee depends on. This is a hands-on leadership role: you'll manage and develop the ITSD team, run day-to-day operations across our four global offices, and stay deep enough in the work to drive automation and AI-enabled improvements yourself. You'll be the operational owner who keeps the lights on while continuously making our processes faster, smarter, and more scalable. Sprout’s Corporate IT team is a combination of adjacent squads working on projects under one umbrella. This unique structure is an exciting opportunity to grow your career in technology with exposure to projects all across our discipline—something you don’t see often in other organizations. It allows us to move quickly and collaborate with minimal friction or red tape. As a part of this team, you’re also given the space and encouraged to stretch beyond your core function, and make a deeper impact on the broader organization. In short, the work you do here matters, and you feel that day in and day out.

Requirements

5+ years of professional IT experience, including direct people management or team leadership experience.
Demonstrated ability to coach, develop, and manage the performance of a technical team.
Proficiency supporting both Apple and Windows operating systems.
Hands-on experience with MDM platforms and managing hardware lifecycles.
Experience with ITAM software and IT asset management practices.
Experience with Google Workspace administration.
Experience with identity and access management platforms (Okta or similar).
Working knowledge of network fundamentals, DNS, DHCP, VPN, and basic network troubleshooting.
Familiarity with endpoint security practices, patch management, and operational security hygiene.
Ability to write and maintain clear documentation including SOPs, runbooks, and process guides.
Strong communication skills, with the ability to articulate technical concepts to non-technical stakeholders.
Familiarity with ITSM platforms and a solid understanding of ITIL principles and frameworks.

Nice To Haves

Experience managing IT operations across multiple office locations and time zones.
Scripting and automation ability in PowerShell, Python, or Bash, and a track record of building automations or integrations that reduce manual work.
Comfort working with LLMs and AI tools in a professional setting, and a point of view on applying them to IT operations.
Experience with Jamf and/or Intune.
Experience with Jira Service Management.
Experience partnering with Security/GRC on shared identity, access, and compliance work.

Responsibilities

Lead and grow the ITSD team. Directly manage the full IT Service Desk team, holding regular 1:1s, owning performance management, coaching technical and professional development, delegating work effectively, and building a cohesive, high-output team culture.
Own global IT operations. Own IT operations execution across our three global offices in Chicago, Krakow, and Dublin, ensuring each location has the support and technology it needs to operate effectively, including help desk, endpoint management, identity and access, onboarding/offboarding, SaaS administration, and office and event support.
Stay hands-on technically. Contribute directly to complex build, automation, and integration work rather than only delegating it. Partner with Senior Systems Administrators and the Automation team on production changes across core platforms including Atlassian, Okta, and MDM solutions.
Drive automation and AI enablement. Identify where operations are slow or manual and apply automation and AI to fix them. Champion the "teach people to fish" enablement model on the front line, recommending and standing up the right tooling to deflect and resolve volume.
Plan and delegate. Serve as project lead on operational IT initiatives, scoping through delivery, distributing work effectively across the team, monitoring progress, and removing blockers.
Maintain documentation hygiene. Ensure SOPs, runbooks, and process guides are created, current, and consistently followed across the team.
Act as senior escalation point. Provide guidance and support to resolve complex IT issues promptly.
Partner cross-functionally. Work with the Director of IT to surface operational gaps and improvement opportunities, and partner closely with Security/GRC on shared work across identity, access, endpoint, offboarding, and compliance.
Own budget and purchasing decisions. Hold approval authority up to $50,000 for office IT infrastructure, employee hardware, standardization decisions, and operational tools and software. Purchases above that threshold are approved with the Director of IT.
Travel periodically to global office locations to ensure consistent IT operations and support.

Benefits

Comprehensive Health & Wellness: Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents.
Premium Mental Health Support: Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
Retirement Savings: 401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match).
Financial Security: 100% employer-paid Life and Disability insurance for your peace of mind.
Flexible Paid Time Off: A flexible PTO policy, supplemented with additional company-wide Rest & Recharge days throughout the year.
Paid Parental Leave: Up to 16 weeks of paid leave for new parents to support you in expanding your family.
Annual Lifestyle Stipend: A $1,000 USD annual Lifestyle Spending Account to spend on your physical, mental, and financial well-being.
Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
Giving Back: 16 hours of paid volunteer time annually, plus a $100 annual match for your charitable donations.
Additional Financial Perks: Access to pre-tax commuter benefits, subsidized child/eldercare (Care.com), discounted pet insurance (Figo), and no-cost personalized financial wellness support through Your Money Line.