Sr. Manager, IT Operations

About The Job

Xaira is seeking an experienced IT operations manager to oversee the IT service desk, end user computing, mobile devices, network operations, and video & voice telecommunications technologies. This role is responsible for managing all related processes to meet business and service level expectations.

The manager will lead efforts to standardize the service catalog, drive technical and process consistency, and ensure comprehensive logging, documentation, and reporting to support internal customer services. 

About You

You bring hands-on experience across a variety of infrastructure technologies, including collaboration and productivity platforms, automation, virtualization, cloud computing, networking, storage, Windows, Mac, Linux, endpoint management, mobile devices, and data centers. You are adept at building cost-effective solutions and have a strong background in managing IT projects, as well as overseeing IT software tools, hardware procurement, and vendor management. You have proven experience in leading large projects and managing a dedicated team of support technicians across varying levels. This role requires a versatile individual who can effectively navigate tasks such as requirements gathering, solution delivery, and the development and management of automation.

What You'll Do And Learn

• Serve as the subject matter expert across all IT disciplines and as the final escalation point for internal IT troubleshooting.
• Oversee support operations, service requests, and maintenance activities, ensuring the efficient administration of networks, hardware, systems software, application software, and all related configurations.
• Implement and manage IT service management processes, adhering to ITIL standards.
• Manage ticketing systems to ensure effective resolution of IT issues.
• Develop and maintain the IT components of the company’s Disaster Recovery and Business Continuity Plan.
• Oversee IT purchasing, budget management, service contracts, and vendor relationships, including partnerships with CDW, Apple, DELL, and others.
• Manage and track software licensing and renewals.
• Prioritize and manage IT projects from planning through execution, ensuring on-time delivery within budget aligned with strategic objectives and resource availability.
• Drive continuous improvement within IT Operations by developing processes to deliver consistent results, adhering to best practices and procedures.
• Communicate system statuses, outages, deficiencies, and progress on resolutions.
• Monitor, measure, and report on performance against SLAs and KPIs.
• Collaborate closely with the IT Security team to implement best practices, secure company IT systems, and ensure regular system upgrades and patching.

Minimum Qualifications

• BS in business administration, computer science, engineering, or another technical field, or equivalent experience.
• 10+ years of IT experience in infrastructure administration, including networking, storage (SAN), servers, virtualization, MacOS/Windows/Linux, public cloud, active directory, enterprise monitoring tools, backup strategies, Microsoft and Google collaboration platforms, endpoints, and mobile devices.
• 5+ years of leadership experience.
• Proficiency in IT service management with experience in ITIL.
• Strong project and process management skills, with the ability to manage multiple projects simultaneously.
• Experience in software asset management and cost optimizations of SaaS applications and tools.
• Demonstrated working knowledge of IT third party vendor contracts and procurement processes.
• Strong work ethic, ownership mentality, and the ability to lead high-priority projects with results-driven focus.
• Excellent negotiation, prioritization, and communication skills, with the ability to thrive in a fast-paced, sometimes high-pressure environment.

Preferred Qualifications

• ITIL certification
• PMP certification

Compensation

The specific compensation package for this role depends on experience, qualifications, and level. We anticipate the compensation range to be $146,000 to $189,000 annually. 

Xaira Therapeutics is an equal-opportunity employer. We thrive on diversity and collaboration, and we welcome candidates with diverse backgrounds and experiences.