Responsibilities
- Lead the global end-user services and helpdesk function, ensuring timely, professional support for workstation, account, and application issues across all regions
- Define and maintain clear escalation paths, handling Tier 2/3 escalations for complex issues and coordinating with other IT and security teams as needed
- Own and continuously improve IT knowledge resources, including end-user documentation, runbooks, and standard operating procedures for common requests and incidents
- Monitor service metrics (SLAs) and drive initiatives to reduce repeat issues and improve the digital employee experience
- Manage, coach, and develop a geographically distributed IT operations team
- Define roles, responsibilities, and career paths within the team, fostering a culture of ownership, and continuous improvement
- Partner with IT, Security, and business leadership to translate business needs into IT operations roadmaps
- Work with leadership to prioritize initiatives and deliver projects within scope and timeline
- Oversee design, configuration, and ongoing administration of core enterprise platforms, including Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, security features) and identity services (AD/Entra)
- Manage endpoint and device lifecycle (laptops, phones, OS images, Intune policies), ensuring secure, consistent, and automated deployment and configuration
- Manage software access provisioning, license management, and vendor relationships across the organization
- Maintain and optimize network infrastructure (Meraki or similar), including offices and remote access, to ensure high availability, performance, and security
- Administrate Zoom enterprise environment including user provisioning, room systems, and integration management
- Oversee physical and digital security systems including access card systems and facility integrations
- Lead automation, integration, and modernization efforts to reduce manual work and improve consistency
- Embed security and compliance requirements into day-to-day operations, working closely with Information Security and Compliance teams to achieve alignment with standards
- Oversee AI systems deployment and management to support business productivity and innovation
- Partner with business stakeholders to understand evolving needs and translate them into operational improvements
- Develop and execute the IT operations roadmap aligned with business growth objectives
- Manage multiple concurrent projects including infrastructure upgrades, system migrations, and new technology implementations
- Control IT operations budget, optimize costs, and provide regular financial reporting to leadership
- Establish vendor relationships and negotiate contracts for hardware, software, and services
- Collaborate with other IT leaders on cross-functional initiatives and enterprise architecture decisions
- Prepare executive-level reports on operations performance, initiatives, and strategic recommendations
Work Arrangement
Hybrid
Team
Team size: 550. Structure: Geographically distributed IT operations team across Boston, New York, United Kingdom, and India
Additional Information
- Location: Based in New York City or Boston area with a weekly 40% in office expectation