The primary objective of the IT Operations Manager is to serve as the operational backbone of H1's IT infrastructure and user support. You will own IT operations end-to-end, partnering closely with our growing IT team. This role balances hands-on technical troubleshooting with strategic operational leadership, ensuring seamless service delivery across a global workforce.
This role is designed for a technically strong, autonomous leader who can independently manage complex infrastructure challenges, drive operational excellence, and mentor growing teams while maintaining a hands-on approach to critical issues.
You will:
Serve as the primary technical and operational point of contact for IT infrastructure, support, and user services across the organization.
- Manage and execute employee onboarding and offboarding workflows at scale, including device provisioning, access management, account deprovisioning, and offboarding security protocols.
- Own the IT service desk ticketing system and support queue, ensuring timely resolution, clear documentation, and escalation paths that meet organizational SLAs.
- Lead hands-on Tier 2 technical support and troubleshooting for end-user devices, platforms, and infrastructure issues.
- Provide support across H1's Global footprint with regular presence in our NYC headquarters (one day per week).
- Develop, document, and continuously improve IT operational processes and runbooks that scale across teams and geographies.
- Mentor the IT Operations team, establishing knowledge-sharing practices, documentation standards, and clear escalation paths for a coordinated support model.
- Oversee endpoint security and device management (CrowdStrike, IRU/Kandji) to ensure organizational security posture and compliance.
- Monitor and maintain identity and access management systems (Okta), ensuring secure onboarding and timely access revocation.
- Proactively identify operational risks and bottlenecks, taking early action to prevent incidents and optimize service delivery.
- Strategically lead and de-escalate critical IT situations, partnering with internal stakeholders (Security, Engineering, Leadership) to drive resolution.
- Serve as the voice of IT operations internally, providing structured feedback to leadership and product teams on tooling, infrastructure, and security gaps.
- Collaborate cross-functionally with Security, Engineering, and Business teams to ensure IT operations supports H1's strategic priorities.
- Drive continuous improvements in support quality, response times, user satisfaction, and operational efficiency across your team.
- You are comfortable operating both strategically and tactically, diving into technical details while maintaining a high-level view of operational health and team capacity.
- You are a confident communicator and presenter, able to lead conversations with non-technical stakeholders and influence operational decisions.
- You have a proven track record of managing complex IT operations and driving measurable improvements in uptime, security, and user satisfaction.
- You are proactive, detail-oriented, and able to manage ambiguity with confidence while mentoring others through uncertainty.
- You bring genuine leadership qualities: initiative, clear communication, and the ability to scale processes and teams as the organization grows.
- Hands-on experience with Okta (or similar identity and access management platforms).
- Experience managing Google Workspace environments at scale.
- Proficiency with CrowdStrike Falcon or similar endpoint detection and response (EDR) tools.
- Experience with device management platforms (IRU, Kandji, or equivalent).
- Demonstrated security awareness and understanding of IT security fundamentals and compliance best practices.
- Experience managing service desk ticketing systems and support workflows.
- Proven ability to mentor technical team members and lead operational improvements.
- Strong communication skills and ability to work effectively with distributed global teams.
H1 New York, New York, USA Office
386 Park Ave South , New York, NY, United States, 10016
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