Senior Manager, IT Operations

Ro•New York, NY

4d•Onsite

About The Position

As Senior Manager, IT Operations, you are the architect of a frictionless employee experience. You own the reliability and quality of IT service delivery, ensuring that as Ro scales, our technology "just works." You leverage a data and automation-first mindset to eliminate hurdles before they're even felt, using automation, AI assistants, and custom bots to turn complex workflows into self-service wins. When processes are ambiguous, you lean in to provide clarity and unblock your team. Leading both internal talent and an MSP, you define a service model that is nimble, data-driven, and above all, human-centric. Success is an environment where technology empowers every employee to do their best work without distraction. This role is on-site in NY, requiring the applicant to be at our HQ office 4 days per week.

Requirements

8+ years of experience in IT Operations or Engineering, including experience scaling an IT service delivery in a cloud-first, high-growth and/or regulated environment.
Strong experience with cross platform support (Mac, Windows, iOS), identity management (Okta) and a passion for AI.
Expertise in ITSM platforms, automation and self-service enablement.
Strong service mindset paired with process rigor and comfort operating in ambiguity.
Demonstrated leadership managing high-performing teams.
Ability to operate across strategy and execution using data to inform both.

Nice To Haves

Experience in healthcare, fintech, or other regulated industries preferred.
A curiosity and fervor for new technologies and challenges.

Responsibilities

Lead and mentor a high-performing IT team, evolving technicians into âservice automatorsâ by fostering a culture that balances technical excellence with a high-touch, empathetic user experience.
Direct a distributed internal team and MSP, overseeing a cloud-first ecosystem (SaaS, Okta, Intune/Jamf) while setting rigorous standards for accountability and professional growth.
Engineer operational excellence - Architect a data-driven ecosystem where support telemetry and RCA dictate real-time resource allocation and priority. By aggressively automating manual toil and the user lifecycle, you will transform IT into a frictionless, predictive engine that solves issues before they reach the user.
Partner cross-functionally with all business units. Listen to your customers, empathize deeply and put plans into action to ensure all IT operations are compliant, auditable, and seamlessly aligned with broader business requirements.
Act as escalation point for complex technical issues, leading root cause analysis and durable fixes.
Participate in your teamâs on-call schedule.