Sr. Manager, Global IT Operations
About The Position
Archer is an aerospace company based in San Jose, California building an all-electric vertical takeoff and landing aircraft with a mission to advance the benefits of sustainable air mobility. We are designing, manufacturing, and operating an all-electric aircraft that can carry four passengers while producing minimal noise. Our sights are set high and our problems are hard, and we believe that diversity in the workplace is what makes us smarter, drives better insights, and will ultimately lift us all to success. We are dedicated to cultivating an equitable and inclusive environment that embraces our differences, and supports and celebrates all of our team members. We are seeking a highly experienced Senior IT Operations Manager to lead our End User Services (Tier 1 & 2) , Workplace Productivity & Collaboration , Endpoint Engineering , ITSM , and AV functions. This role is responsible for delivering a world-class technology experience by ensuring operational excellence across our core IT services and providing high-touch support for the digital tools that power our teams.
Requirements
- Education: Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field.
- Experience: 10+ years of IT operations experience, with at least 5+ years in a leadership or management role.
- ITSM tools: Expertise in ServiceNow ITSM capabilities
- Collaboration Tool Support: Deep experience supporting and troubleshooting a broad portfolio of SaaS-based workplace and collaboration applications.
- Lifecycle & Support: Proven experience managing EUC asset lifecycles and ITSM frameworks (ITIL) in a growth-oriented environment.
- Technical Proficiency: Hands-on familiarity with identity management (Okta/Entra), endpoint management tools (MDM), and AV/VC hardware .
- Scaling Experience: Track record of building and scaling IT teams and operations in fast-paced environments.
Nice To Haves
- Experience supporting executive teams or high-velocity engineering organizations.
- Strong understanding of automation and workflow orchestration to reduce operational friction.
- Exposure to compliance frameworks such as SOC2, ISO 27001, or FedRAMP .
Responsibilities
- Team Leadership & Support Delivery: Lead and develop a high-performing multi-functional IT operations team overseeing Tier 1 Service Desk and Tier 2 IT Support.
- Workplace Productivity & Collaboration Support: Provide and manage end-to-end support for the workplace productivity stack and collaboration tools, ensuring seamless user experiences, rapid troubleshooting, and effective tool adoption.
- Asset Lifecycle Management: Own the full hardware and software asset lifecycle for End User Computing (EUC), including procurement, automated provisioning, software license compliance, and secure retirement.
- AV & Conferencing Services: Oversee the implementation and maintenance of all office Audio Visual (AV) and Video Conferencing systems to ensure seamless hybrid meeting experiences.
- ITSM Maturity: Define and mature ITSM processes , including incident, request, knowledge, and problem management to drive standardization and continuous improvement.
- Operational Execution: Establish operational roadmaps, OKRs, and capacity plans for each pillar, including EUS, Systems, Endpoint, and Digital Workplace.
- Device Management: Own the device management strategy across macOS, Windows, and mobile platforms, ensuring scalable and secure configurations.
- Cross-Functional Collaboration: Partner with other IT Functions, HR, Facilities, and Communications for onboarding, rollouts, and overall employee experience improvements.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
251-500 employees
