Manager, IT Operations, Corporate Systems

Who We Are

Department: Corporate Systems
Reports To: Sr. Director, Corporate Systems
Location: NYC Global HQ

Who We Are

DoubleVerify is the leader in digital performance solutions, improving the impression quality and audience impact of digital advertising. Built on best practices, DoubleVerify solutions create value for media buyers and sellers by bringing transparency and accountability to the market, ensuring ad viewability, brand safety, fraud protection, accurate impression delivery, and audience quality across campaigns to drive performance.

Since 2008, DoubleVerify has helped hundreds of Fortune 500 companies gain the most value out of their media spend by delivering best-in-class solutions across the digital ecosystem that help build a better industry.

Overview

Reporting to the Sr. Director of Corporate Systems, located in New York, the IT Operations Manager is a NYC-based role responsible for managing all day-to-day IT operations within the Corporate Systems department. This includes overseeing the IT service desk, ITSM platform health and SLA compliance, Helpdesk support, Mobile Device Management (MDM) and endpoint strategy, operational automation, on-site technical operations and AV, and the day-to-day administration of core corporate platforms such as Google Workspace, Slack, Robin, and Brivo.

The IT Operations Manager will lead a team of four direct reports spanning endpoint management, automation engineering, and on-site technical support. A successful candidate in this role will be hands-on, data-driven, and proactive — with a strong focus on operational excellence, process improvement, and delivering an outstanding end-user experience across a global workforce of ~1,500 employees.

This strategic position is crucial for maintaining an efficient IT environment, ensuring service continuity, and contributing to the organization's success.

Key Responsibilities

• Own all day-to-day IT operations, ensuring consistent, high-quality service delivery across all regions and meeting or exceeding defined SLAs.
• Manage the IT helpdesk function end-to-end — driving ticket triage, prioritization, trending issue analysis, resolution quality, and escalation workflows through Freshservice.
• Own the ITSM platform — maintain and continuously improve Freshservice workflows, automations, SLA configurations, service catalog items, and operational dashboards.
• Own the IT side of the Joiner-Mover-Leaver (JML) process — ensuring seamless IT onboarding, role transitions, and offboarding across all regions in coordination with HR Operations and IAM.
• Own the MDM domain and the full endpoint lifecycle — enrollment, compliance, patching, security baselines, procurement, provisioning, deprovisioning, and asset tracking for all Mac and PC devices globally.
• Own the operational automation strategy — identify high-impact manual processes and drive their automation to improve efficiency, accuracy, and scalability across IT workflows.
• Own on-site IT operations at the NYC Global HQ — ensuring seamless technical support, hardware logistics, inventory management, AV readiness, and facilities technology.
• Coordinate with facilities, workplace, and events teams on office technology needs, including event support (All-Hands, product demos, executive meetings).
• Own the day-to-day operational health and administration of core corporate platforms including Google Workspace, Slack, Robin, and Brivo.
• Monitor platform health and performance, investigate and resolve issues, and coordinate with vendors for escalations and feature requests.
• Ensure all IT operations processes and platform configurations align with ITGC, SOX, and internal audit compliance requirements.
• Lead, mentor, and develop a team of three direct reports — setting clear goals, conducting regular 1:1s, and driving professional growth.
• Train staff, evaluate employee performance, and recommend promotions and development plans.
• Ensure comprehensive SOPs, runbooks, and knowledge base articles are created and maintained for all operational domains under this role.

Qualifications

• 6+ years of IT operations and/or service desk management experience. 3+ years of experience managing cross-functional teams.
• Proven experience managing an ITSM platform (Freshservice, or equivalent) — including SLA management, workflow design, and reporting.
• Knowledge of MDM solutions such as JAMF and/or VMware Workspace ONE — must.
• Experience with supporting and troubleshooting macOS and Windows OS — must.
• Experience administering Google Workspace, Slack, and Okta — advantage.
• Experience with AV/conference room technology and office platform solutions — advantage.
• Familiar in automation tooling (Workato, scripting, or workflow automation) — advantage.
• Strong leadership and team management skills.
• Ability to prioritize tasks and manage time effectively.
• Creative thinker who leverages unconventional and innovative ideas to solve problems.
• Self-motivated individual with excellent communication (written and oral) and interpersonal skills.

Travel Requirement

• This role may require occasional travel to regional U.S. offices to support IT-related matters.
• Annual travel to other DoubleVerify offices for strategic team meetings.