[Remote] IT Operations Manager
Note: The job is a remote job and is open to candidates in USA. Dragos, Inc. is on a mission to defend industrial organizations with best-in-class technology and services. They are seeking an IT Operations Manager to lead a global help desk team, improve IT support experiences, and drive operational consistency.
Responsibilities
- Manage a team of 4 IT support specialists across multiple time zones; set clear performance expectations, conduct regular 1:1s, establish escalation protocols, coordinate coverage, and build a high-accountability, high-support culture
- Manage the ticketing system including SLA management, queue prioritization, escalation paths, and closure quality; define standard operating procedures and establish clear prioritization rules
- Track and report on key performance indicators (MTTR, first contact resolution, ticket volume, SLA adherence); partner with department and business leaders to align support operations with broader infrastructure and security initiative
- Own the IT employee experience across the entire lifecycle—onboarding, offboarding, hardware management, tool consistency, and daily support quality; actively solicit and implement stakeholder feedback
- Identify high-volume and repetitive support tasks; lead automation and self-service initiatives to reduce manual workload and improve resolution speed
- Evaluate and implement AI-assisted tools to enhance ticket triage, resolution guidance, and knowledge base quality
- Develop a maturity roadmap transitioning the team from reactive troubleshooting to proactive and preventative support operations
Skills
- 4+ years in IT support or systems administration, with at least 1–2 years in a lead or management capacity
- Demonstrated experience managing a distributed or international team
- Hands-on proficiency with ITSM/ticketing platforms
- Working knowledge of modern enterprise IT stacks
- Track record of driving measurable improvements in support metrics (MTTR, SLA, CSAT)
- Strong communication skills - must be comfortable working across time zones and with stakeholders at all levels
- Self-directed with high operational discipline; you don't wait to be told what's broken
- Experience implementing automation or AI tooling in a support context is a strong plus
Benefits
- Competitive Equity Package
- Comprehensive Benefits Plan
Company Overview