Manager, Information Technology Operations

📋 Description

• • Lead and manage the Level 3 IT Operations support team, ensuring efficient resolution of escalated technical issues across network infrastructure, endpoint management, identity management, application management, and cloud system management.
• • Oversee operational support processes including endpoint repair, laptop refresh, and AV technology support for conference rooms and corporate facilities, while ensuring seamless escalation flow from L1/L2 Service Desk teams to engineering groups.
• • Develop and monitor performance metrics and KPIs, implement policies and procedures to enhance IT operations service delivery, and drive continuous improvement through process optimization and stakeholder feedback.
• • Ensure compliance with company security policies and industry regulations, mentor and develop high-performing operations staff, and contribute to Arctic Wolf’s mission of delivering real outcomes for customers through award-winning innovation like the Aurora Platform in a high-growth cybersecurity company recognized by Forbes, CNBC, Fortune, and IDC MarketScape.