IT Operations Manager, End User Services
Role details
Job location
Tech stack
Job description
- Lead, coach, develop, and evaluate a distributed team of Desktop Support and Workplace Technology professionals.
- Establish service expectations, operational metrics, and performance goals.
- Conduct regular one-on-ones, performance reviews, and career development planning.
- Foster a culture of accountability, customer service excellence, and continuous improvement.
- Manage staffing, scheduling, on-call rotations, and third-party support resources.
Hands-On Technical Leadership
- Serve as the escalation point for complex desktop, collaboration, and workplace technology issues.
- Actively participate in incident response, troubleshooting, and resolution of high-priority technical issues.
- Provide direct support to executive leadership and key business stakeholders when required.
- Assist with endpoint deployments, office technology rollouts, conference room support, and major company events.
- Partner with Infrastructure, Security, and Engineering teams to resolve cross-functional technical challenges.
Help Desk & End User Services
- Oversee daily service desk operations, ticket queues, escalations, and service request fulfillment.
- Ensure SLA and customer satisfaction targets are achieved across all supported locations.
- Analyze support trends and implement process improvements that increase efficiency and service quality.
- Develop and maintain knowledge base content, operational procedures, and support documentation.
- Drive adoption of ITSM best practices including Incident, Problem, Change, and Request Management.
Workplace Technology & AV Operations
- Own operational support for conference room technology, AV systems, Microsoft Teams Rooms, and collaboration platforms.
- Ensure meeting spaces are reliable, standardized, and effectively supported.
- Coordinate technology requirements for executive meetings, town halls, and special events.
- Partner with Facilities and business stakeholders on office technology improvements and projects.
Endpoint & Asset Management
- Oversee hardware lifecycle management including procurement, deployment, inventory, refresh programs, and asset recovery.
- Ensure endpoint compliance and security standards are maintained.
- Collaborate with Security and Infrastructure teams on endpoint management initiatives.
Operational Excellence
- Develop and report on key service metrics, including ticket volume, resolution times, customer satisfaction, and team performance.
- Participate in budget planning, forecasting, and vendor management.
- Identify opportunities for automation, self-service, and operational improvements.
- Support business continuity and disaster recovery planning for end-user technology services.
Requirements
- Bachelor's degree in Information Technology, Information Systems, Business Administration, or equivalent experience.
- 3+ years of experience leading IT support, service desk, desktop support, or workplace technology teams.
- 5+ years of progressive experience in end-user support, IT operations, or infrastructure environments.
- Experience managing geographically distributed teams across multiple locations and time zones.
- Strong hands-on experience supporting Microsoft 365, Teams, Windows, macOS, and endpoint management platforms.
- Experience with conference room technologies, AV systems, and collaboration tools.
- Experience with ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, or similar, specifically in a SOX controlled environment
- Demonstrated ability to balance leadership responsibilities with day-to-day technical involvement.
- Strong customer service, communication, project management, and stakeholder management skills.
Preferred Qualifications
- Experience supporting global organizations with remote and hybrid workforces.
- Experience with Intune, Entra ID (Azure AD), Jamf, and modern endpoint management technologies.
- ITIL Foundation or similar service management certification.
- Experience supporting executive leadership and executive technology environments.
- Experience leading workplace technology modernization initiatives.
Benefits & conditions
The base salary range for this position in the selected city is $121,000 - $170,000 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
What Funko Offers
Funko offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. Most importantly, we offer a creative work environment with people who love pop culture just as much as you do. Can't wait to gush about your latest binge? Neither can we! Looking for a place where your favorite pop culture t-shirt will receive the compliments it deserves? We know how you feel!, Funko offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. Most importantly, we offer a creative work environment with people who love pop culture just as much as you do. Can't wait to gush about your latest binge? Neither can we! Looking for a place where your favorite pop culture t-shirt will receive the compliments it deserves? We know how you feel!