IT Operations Senior Manager

Responsibilities

• Oversee architecture, delivery, and lifecycle management of VDI, desktop engineering, and enterprise productivity platforms (e.g., O365/M365), ensuring these services are reliable, scalable, secure, and cost‑effective.
• Ensure modern engineering practices are applied to endpoint and productivity platforms, including automation, configuration management, and continuous improvement of digital workplace capabilities.
• Partner closely with Infrastructure, Security, and Enterprise Architecture teams to ensure platform alignment with architectural standards, security requirements, and operational strategy.
• Lead the Helpdesk function supporting business users with timely technical assistance, incident resolution, and escalation management, ensuring high levels of customer satisfaction and service quality.
• Oversee service management routines, including incident, request, and problem management, ensuring consistent application of operational processes.
• Monitor and continuously improve Helpdesk performance metrics, including response times, resolution rates, customer feedback, and service trends.
• Partner with the infrastructure team to address recurring system issues, ensuring root-cause resolution and increased platform reliability.
• Establish performance metrics and operational governance for end‑user platforms and support services to ensure reliable, secure, and cost‑effective delivery.
• Partner with business and IT stakeholders to understand service needs, ensuring end‑user technology solutions effectively support business requirements.
• Drive operational resilience and continuity for end‑user platforms, supporting broader disaster recovery and business continuity efforts.

Requirements

10+ years of progressive experience in IT operations, end‑user services, desktop/VDI engineering, or similar technical leadership roles. Demonstrated success managing operational support teams and platform engineering teams in enterprise environments. Experience in modern desktop engineering, virtualization, cloud productivity platforms, and IT service management frameworks. Bachelor's degree required.