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# IT Operations and Support Manager

- **Company:** Room & Board Inc
- **Location:** Minneapolis, MN, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $105,000 - $130,000
- **Contract:** Permanent contract
- **Skills:** Desktop Computing, Information Technology Operations
- **Published:** November 6, 2026
- **Apply:** https://www.careerbuilder.com/job-details/it-operations-and-support-manager-golden-valley-mn--1c2458bd-17dd-4572-99e4-adf5054e3965

## About the Role

Operational Support, Technical Support, Operations Management, Service Delivery, Operational Improvement, Technical Delivery, Desktop PC, Technical Support, Operational Support, Operations Management, Additionally, you'll bring the following experience and demonstrated skills as an IT Operations and Support Manager:

 * 5+ years of IT support experience, including 3+ years of leadership.
 * Hands-on experience implementing and maturing ITSM/ITIL practices in a practical, business-aligned way.
 * Proven experience leading and developing support/help desk and/or desktop engineering teams, with strong leadership and coaching abilities that elevate team performance and growth.
 * Demonstrated experience managing problems and major incidents and coordinating cross-functional resolution.
 * Strong operational mindset, with the ability to bring structure and rigor without getting lost in day-to-day ticket execution.
 * Ability to listen, assess, and implement thoughtful improvements rather than applying one-size-fits-all solutions.
 * Excellent communication and collaboration skills, with the ability to partner effectively across technical and business teams.
 * Strong analytical and problem-solving skills, with a focus on continuous improvement.

## Description

You'll share your talents in the following ways as an IT Operations and Support Manager:

 * Own and evolve core ITIL practices and service performance, establishing KPIs and SLAs and using data and operational insight to drive continuous improvement across Incident, Request, Problem, Change, and Major Incident Management.
 * Serve as the accountable leader for Change Management across our IT organization by scheduling, facilitating and documenting meetings, ensuring appropriate compliance, risk awareness, and communication.
 * Serve as the accountable leader for Major Incident Management across our IT organization, driving resolution by facilitating incident bridges, cross-functional technical response, stakeholder communications, and post incident reviews.
 * Own the continuous improvement of our IT Service Management platform (including upcoming implementation of a new platform), including workflows, reporting, standards, automation, and future enhancements.
 * Lead and develop the Technology End User Support and Desktop Engineering teams, balancing team performance, operational consistency and staff professional growth.
 * Provide leadership and oversight for vendor relationships, hardware and software procurement, inventory, and asset lifecycle to maintain cost-effective, high-quality support.

You embody these core attributes and qualities as an IT Operations and Support Manager:

 * Business-Oriented Thinker: Seeks to understand how teams work, the tools they use, and why it matters.
 * Service Experience Advocate: Focuses on improving consistency and ease of support for end users.
 * Collaborative Leader: Builds strong relationships across IT and business teams, leading through influence as well as authority.
 * Incident Leader: Confidently steps in during high-pressure situations, bringing clarity, coordination, and direction.
 * Balanced Operator: Brings visibility and rigor to operations without needing to work in the weeds.