Manager, Enterprise It Operations

The Manager of IT Operations is responsible for overseeing the delivery and performance of all frontline end-user support services across the Domestic U.S., including the Service Desk, TechBars, and Local Deskside Support teams. This leader will drive operational excellence, customer satisfaction, and service innovation across multiple support channels, ensuring alignment with corporate IT strategy, SLAs, and user experience goals. The ideal candidate is a strategic, hands-on leader who thrives in fast-paced environments, has a passion for people's development, and leverages data-driven insights to continuously improve service delivery.

YOUR DAY TO DAY:

Lead and manage daily operations of the Service Desk, TechBars, and Deskside Support functions across multiple U.S. locations. Develop and maintain a unified service strategy that provides consistent, high-quality support across walk-up, phone/chat, and in-person channels. Partner closely with IT leadership, Cybersecurity, and Infrastructure teams to ensure timely incident response, change readiness, and proactive issue resolution. Oversee staffing models, schedules, and workforce planning to ensure appropriate coverage across all supported time zones and locations. Drive key performance indicators (KPIs), including SLAs, First Call Resolution, Customer Satisfaction (CSAT), and Mean Time to Resolve (MTTR). Collaborate with Vendor Management and Business Relationship teams to ensure third-party providers meet performance expectations and contract obligations. Develop playbooks, standard operating procedures (SOPs), and escalation frameworks that promote consistency and accountability. Lead major incident response efforts, executive escalations, and root cause analysis for recurring issues. Champion a culture of continuous improvement, leveraging metrics, feedback, and technology to enhance user experience. Partner with HR and Talent teams to recruit, develop, and retain high-performing IT support professionals. Support IT transformation initiatives, including automation, AI-driven support tools, and self-service enablement.

A dynamic, results-oriented leader with a passion for operational excellence and user experience. A leader who has a strategic vision with tactical execution and a proven ability to build trust and credibility with cross-functional teams and senior leadership. Someone who inspires their teams to deliver best-in-class support, embrace technology to optimize performance, and thrive in environments that require adaptability, communication, and collaboration., 8+ years of experience in IT operations or end-user support roles, with 3-5 years in a leadership capacity managing multi-site or national teams. Proven success managing Service Desk, TechBar, and Deskside Support operations within a large enterprise environment. Strong understanding of ITIL frameworks, Incident / Problem / Change Management, and Enterprise ticketing systems (e.g., ServiceNow). Demonstrated ability to analyze metrics and drive performance improvements based on data and trends. Experience with staffing models, shift coverage, and follow-the-sun support structures. Excellent communication, and stakeholder management skills; comfortable interfacing with executives. Passion for customer experience, service delivery innovation, and team development. Certifications such as ITIL v4, HDI Support Center Manager, or PMP are a plus.

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation. Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world. Comcast NBCUniversal has announced its intent to create a new publicly traded company ('Versant') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.