Sr. Manager, IT Operations

Docusign • San Francisco, CA

6h • Hybrid

About The Position

As the Senior Manager of IT Operations for our HQ, you will serve as the strategic anchor for our most critical corporate office. You are not just managing IT support; you are curating the technology experience for our Executive Leadership Team and the broader employee base. You will lead a high-performing team responsible for seamless daily operations while pivoting instantly to support high-stakes global events. You will act as a change agent, championing the adoption of AI and automation to eliminate routine operational toil, allowing your team to focus on high-value initiatives. This position is a people manager role reporting to the Director, IT Operations.

Requirements

• 8+ years of experience in IT Operations or Corporate Engineering, with at least 4+ years of people management experience, preferably within a global or matrixed organization
• Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience
• Expereince and knowledge of the modern SaaS IT stack: Okta, Active, Directory/Azure AD, JAMF (macOS), Intune (Windows), Zoom, Slack, Google Workspace / Microsoft 365
• Expereince with ITSM tools (ServiceNow, Jira Service Management) and defining SLAs/KPIs

Nice To Haves

• Experience leveraging AI/LLMs (e.g., Copilot, ChatGPT Enterprise) to solve operational problems
• Ability to write scripts (PowerShell, Python, Bash) or use low-code/no-code platforms (Zapier, Workato) to automate onboarding/offboarding and routine maintenance
• Experience working with geographically dispersed teams and understanding regional compliance requirements (GDPR, etc.)
• Exceptional communication skills with the ability to translate complex technical concepts into business language for executive stakeholders

Responsibilities

• Lead, mentor, and scale a team of IT Support Engineers and AV specialists
• Foster a culture of "white-glove" service excellence, ownership, and continuous learning
• Orchestrate the end-to-end technical delivery of high-visibility internal and external events, including Global Townhalls, Quarterly Business Reviews (QBRs), Investor Days ("Investor Bus"), and live TV/media interview
• Ensure broadcast-quality execution for video conferencing, live streaming, and audio-visual setups
• Drive the "Future of Work" within IT Operations
• Identify manual, repetitive workflows and architect solutions using AI tools, scripting (PowerShell/Python), and automation platforms to increase efficiency and reduce ticket volume
• Oversee the lifecycle of IT hardware, software, and conference room technology within HQ
• Manage vendor relationships, procurement, and asset management to ensure the office is always "camera-ready"
• Serve as the primary IT liaison for the C-Suite and Executive Assistants
• Build strong cross-functional relationships with Internal Communications, Investor Relations, and Facilities to ensure technology seamlessly supports business objectives
• Act as the escalation point for complex technical issues, ensuring rapid resolution and root cause analysis (RCA) to prevent recurrence

Benefits

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).
• Global benefits provide options for the following:
• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

What This Job Offers

• Job Type: Full-time
• Career Level: Manager