IT Operations & Service Delivery Manager

About the role:

Spaulding Ridge is an advisory and IT implementation firm. We help global organizations get financial clarity into the complex, daily sales, and operational decisions that impact profitable revenue generations, efficient operational performance, and reliable financial management.

As the IT Operations & Service Delivery Manager, you will be responsible for leading and managing Service Desk operations, End User Services, Asset Management, Infrastructure Operations coordination, vendor relationships, and enterprise service delivery. You will play a critical role in ensuring a consistent, scalable, and high-quality technology experience for employees globally.

What You Will Do:

- Oversee the operations of the IT Service Desk, ensuring efficient and effective support services are provided to end users globally.

- Manage Service Desk personnel, including recruitment, training, performance evaluation, coaching, and professional development.

- Provide leadership and oversight for day-to-day IT Operations activities.

- Coordinate support activities across Service Desk, Infrastructure, Security, and Enterprise Applications teams.

- Coordinate operational support activities related to cloud infrastructure, endpoint management, and enterprise platforms.

- Manage relationships with managed service providers (MSPs), technology vendors, and support partners.

- Own the lifecycle management of employee technology assets.

- Provide end to end operational support for employee onboarding, offboarding, and employee transitions.

- Serve as the operational owner for Jira and Jira Service Management platforms.

- Support IT operational compliance and security initiatives.

- Create, maintain, monitor, and report on Service Desk and IT Operations KPIs and SLAs.

Qualifications:

- BA/BS (or equivalent experience) in Computer Science, Information Systems, Cybersecurity, Business Technology, or a related field.

- 8+ years of experience in IT Operations, Service Delivery, Service Desk Management, Infrastructure Operations, or End User Services.

- Experience managing MSPs, vendors, and external technology partners.

- Strong experience with Microsoft 365, Microsoft Entra ID (Azure AD), Intune, and endpoint management.

- Experience with Jira and Jira Service Management administration and governance.

- Ability to work overlapping hours with US Central Time teams, including availability through approximately 1:00 PM CT.

- Strong verbal and written English communication skills required.

Commitment to an Inclusive Workplace:

At Spaulding Ridge, we believe our team should reflect the rich diversity of society. We are committed to offering Equal Employment Opportunity and to providing reasonable accommodation to applicants with physical and/or mental disabilities. If you are in need of accommodation, please send an e-mail to our VP of Human Resources, Cara Halladay ([email removed]).