Home › Companies › DF82F4FEC533913CE59D380DC7829351 › IT Service Operations Manager
IT Service Operations Manager
DF82F4FEC533913CE59D380DC7829351 · Red Cat Corporate - Salt Lake City, UT 84115; 2800 S West Temple, Suite 5, Salt Lake City, UT, 84115, USA · Active · Paycom ATS
Job facts
| Field | Value |
|---|---|
| Company | DF82F4FEC533913CE59D380DC7829351 |
| Title | IT Service Operations Manager |
| Normalized title | - |
| Department / team | - |
| Location | Salt Lake City, UT, United States |
| Work model | - |
| Employment type | - |
| Salary | - |
| Status | active |
| ATS provider | Paycom ATS |
| Posted / first seen | 2026-04-24 / 2026-05-31 |
| Changed / last seen | 2026-05-31 / 2026-06-06 |
Related slices
| Page | What it contains | Open |
|---|---|---|
| Company jobs | Active postings from DF82F4FEC533913CE59D380DC7829351. | Open |
| Company breakdowns | Role, location, ATS, and work model facets for this company. | Open |
| ATS provider jobs | Active postings observed through Paycom ATS. | Open |
| Provider filtered search | The same provider as a filtered job collection. | Open |
| City jobs | Active postings in Salt Lake City. | Open |
| Lifecycle events | Open, update, close, and reopen events for this posting. | Open |
| Original posting | Canonical source or apply URL captured from the ATS. | Open |
Linked records
| Company | DF82F4FEC533913CE59D380DC7829351 |
| Source | e4f1eccd-b038-47ec-a09c-02b91cca1ccb |
| ATS provider | Paycom ATS |
Description
Description
Position Summary
The IT Service Operations Manager is the leader responsible for making internal technology feel dependable, fast, and scalable across the company. This role will lead a small internal support team, manage day-to-day service quality from an external help desk partner, and personally step into escalations and operational design work when needed.
This role is accountable for end-user support operations, onboarding and offboarding, device provisioning and shipping, asset management, procurement, ticketing workflows, SLA performance, documentation, and the operating routines that turn a reactive IT environment into a consistent, service-driven function.
This is a critical hire for a fast-growing company that needs more structure, better visibility, and a higher standard of employee technology experience without adding unnecessary bureaucracy.
Essential Duties and Responsibilities
Service Delivery and End-User Operations
Own the day-to-day delivery of internal IT support across incidents, service requests, and employee technology needs.
Act as the senior escalation point for complex issues affecting employee productivity, onboarding readiness, device compliance, or office technology.
Oversee ticket intake, triage, prioritization, routing, resolution, and closure across internal staff and the MSP.
Ensure reliable, high-quality support for laptops, mobile devices, conference room technology, peripherals, collaboration tools, and core business applications.
Build and maintain a practical knowledge base and self-service content that reduces repeat tickets and improves employee experience.
Partner with business stakeholders to ensure support is responsive to changing operational needs and growth.
User Lifecycle and Device Operation
Own the end-to-end IT onboarding and offboarding process, including account setup, access provisioning, device preparation, shipping logistics, and day-one readiness.
Standardize joiner/mover/leaver workflows in partnership with HR and hiring managers.
Own the full device lifecycle for employee endpoints, including forecasting, procurement, configuration, enrollment, deployment, return, refresh, redeployment, and retirement.
Maintain standard device builds, policies, and compliance baselines using Intune and related tooling.
Ensure accurate asset records, inventory health, and auditable lifecycle tracking across company-owned hardware and key software entitlements.
Team Leadership and MSP Management
Lead, coach, and develop a team of approximately four IT support specialists, setting clear expectations for service quality, responsiveness, ownership, and documentation.
Manage staffing rhythms, queue coverage, escalation paths, and performance standards across the internal team.
Own the relationship with the MSP that provides help desk coverage, including intake expectations, escalation rules, SLA attainment, reporting cadence, issue quality, and continuous improvement.
Review ticket trends, quality signals, and employee feedback with the MSP and internal team on a regular operating cadence.
Create a service culture that is responsive, accountable, practical, and calm under pressure.
Process Improvement and Operational Rigor
Build lightweight, durable service processes for incident management, request fulfillment, escalations, knowledge management, routine changes, and service reporting.
Configure and improve Jira Service Management workflows, queues, request types, automations, SLA policies, dashboards, and asset relationships.
Establish operating standards for ticket categorization, severity/priority definitions, response expectations, documentation quality, and handoffs between internal staff and the MSP.
Use trend analysis, root-cause review, and operational reporting to reduce repeat issues and improve first-contact resolution.
Create and maintain runbooks, SOPs, and service documentation that support consistency as the company scales.
Vendor, Procurement, and Asset Stewardship
Own day-to-day IT procurement for end-user hardware, accessories, and selected software/services in partnership with Finance and Procurement.
Manage vendor relationships for devices, shipping, repairs, support tooling, and related services, including renewals, pricing, service quality, and issue escalation.
Maintain a cost-conscious, forecastable endpoint and support operation with visibility into spend, refresh timing, and inventory needs.
Ensure vendor and MSP performance is measured against agreed service expectations and operational needs.
Recommend tooling, process, or vendor changes when they improve employee experience, support efficiency, or cost discipline.
Cross-Functional Partnership and Scope Boundaries
Partner closely with HR/People on new-hire readiness and offboarding workflow timing.
Partner with Finance on procurement and licensing discipline.
Partner with Security on endpoint hygiene, access controls, audit evidence, and policy execution.
Partner with Infrastructure or Systems teams when support issues expose deeper platform gaps.
Own service operations and employee technology delivery, while not owning security engineering design or security platform engineering.
Required Qualifications
6+ years of progressive experience in IT support, IT operations, or end-user services.
2+ years of direct people management experience leading an IT support or service desk team.
Proven experience operating in a fast-growing or operationally maturing business where processes, standards, and reporting had to be built or tightened.
Hands-on experience with Microsoft 365 , Intune , and Microsoft Entra ID / Azure AD or Okta i n a business environment.
Hands-on experience with a ticketing/ITSM platform such as Jira Service Management or HaloPSA.
Experience building and maintaining and IT Service Catalog with SLAs
Demonstrated ownership of employee onboarding/offboarding, device provisioning, asset management, and support workflows.
Experience managing vendors, procurement activity, renewals, or outsourced support partners.
Strong working knowledge of Windows endpoints, core networking fundamentals, SaaS administration, and collaboration tooling.
Strong operational judgment, written documentation skills, and the ability to communicate clearly with both technical and non-technical stakeholders.
Bachelor’s degree or equivalent practical experience.
Additional Desired Qualifications
ITIL 4 Foundation or similar service-management training.
Microsoft certifications related to Microsoft 365, Intune, or endpoint administration
Experience with Windows Autopilot and zero-touch endpoint provisioning.
Experience with Jira Assets/CMDB or another asset/configuration management capability.
Experience supporting Windows, Linux, and MacOS environments.
Prior experience working with an MSP, outsourced service desk, or regional/distributed support model.
Experience with scripting, workflow automation, or low-code process automation.
Experience in a regulated, manufacturing, defense, aerospace, fintech, or similarly operationally demanding environment.
Experience building dashboards and presenting service metrics to leadership.
Physical Requirements and Working Conditions
Must be able to walk, stand, and navigate large indoor and outdoor facilities for extended periods of time.
Ability to lift, carry, and move materials and equipment weighing up to 25 lbs on a regular basis.
Use of personal protective equipment (PPE) may be required in designated areas or when performing specific tasks, in accordance with safety protocols and company policy.
May be required to climb ladders, stoop, kneel, or crouch during inspections, maintenance walk-throughs, or emergency response situations.
Regular exposure to facility operations including noise, dust, temperature fluctuations, and industrial equipment.
Occasional off-hours or weekend work required for emergency facility responses or projects as needed
Requires frequent use of a computer and other standard office equipment for documentation, communication, and coordination tasks.
Background Check
This position will require successfully completing a post-offer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified, consistent with federal and state law.
EEO and ITAR/EAR Work Authorization Disclosure
Red Cat Holdings provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This position requires direct or indirect access to hardware, software, technology or technical data controlled under the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Successful candidates for positions subject to ITAR/EAR restrictions must provide proof of U.S. Citizenship or Permanent Residence and must not require sponsorship for export-restricted work authorization.
E-Verify
The company participates E-Verify ensure eligibility for employment and compliance with Right to Work rules.
Compensation: Base pay, plus generous annual equity package and potential bonuses.
Full job record
| Job ID | 41930bb33e1e5718339a6519bb5c02ecbf618f10 |
| Org ID | 0ba30d0c-7802-468e-8b2f-34b1ccb00b80 |
| Source ID | e4f1eccd-b038-47ec-a09c-02b91cca1ccb |
| Board ID | e4f1eccd-b038-47ec-a09c-02b91cca1ccb |
| Provider | paycom |
| Provider Job Key | 334229 |
| Title | IT Service Operations Manager |
| Normalized Title | — |
| Status | active |
| Active | yes |
| Location Text | Red Cat Corporate - Salt Lake City, UT 84115; 2800 S West Temple, Suite 5, Salt Lake City, UT, 84115, USA |
| Department | — |
| Team | — |
| Employment Type | — |
| Workplace Type | — |
| Remote Policy | — |
| Country | United States |
| Region | UT |
| City | Salt Lake City |
| Salary Raw | Description Position Summary The IT Service Operations Manager is the leader responsible for making internal technology feel dependable, fast, and scalable across the company. This role will lead a small internal support team, manage day-to-day service quality from an external help desk partner, and personally step into escalations and operational design work when needed. This role is accountable for end-user support operations, onboarding and offboarding, device provisioning and shipping, asset management, procurement, ticketing workflows, SLA performance, documentation, and the operating routines that turn a reactive IT environment into a consistent, service-driven function. This is a critical hire for a fast-growing company that needs more structure, better visibility, and a higher standard of employee technology experience without adding unnecessary bureaucracy. Essential Duties and Responsibilities Service Delivery and End-User Operations Own the day-to-day delivery of internal IT support across incidents, service requests, and employee technology needs. Act as the senior escalation point for complex issues affecting employee productivity, onboarding readiness, device compliance, or office technology. Oversee ticket intake, triage, prioritization, routing, resolution, and closure across internal staff and the MSP. Ensure reliable, high-quality support for laptops, mobile devices, conference room technology, peripherals, collaboration tools, and core business applications. Build and maintain a practical knowledge base and self-service content that reduces repeat tickets and improves employee experience. Partner with business stakeholders to ensure support is responsive to changing operational needs and growth. User Lifecycle and Device Operation Own the end-to-end IT onboarding and offboarding process, including account setup, access provisioning, device preparation, shipping logistics, and day-one readiness. Standardize joiner/mover/leaver workflows in partnership with HR and hiring managers. Own the full device lifecycle for employee endpoints, including forecasting, procurement, configuration, enrollment, deployment, return, refresh, redeployment, and retirement. Maintain standard device builds, policies, and compliance baselines using Intune and related tooling. Ensure accurate asset records, inventory health, and auditable lifecycle tracking across company-owned hardware and key software entitlements. Team Leadership and MSP Management Lead, coach, and develop a team of approximately four IT support specialists, setting clear expectations for service quality, responsiveness, ownership, and documentation. Manage staffing rhythms, queue coverage, escalation paths, and performance standards across the internal team. Own the relationship with the MSP that provides help desk coverage, including intake expectations, escalation rules, SLA attainment, reporting cadence, issue quality, and continuous improvement. Review ticket trends, quality signals, and employee feedback with the MSP and internal team on a regular operating cadence. Create a service culture that is responsive, accountable, practical, and calm under pressure. Process Improvement and Operational Rigor Build lightweight, durable service processes for incident management, request fulfillment, escalations, knowledge management, routine changes, and service reporting. Configure and improve Jira Service Management workflows, queues, request types, automations, SLA policies, dashboards, and asset relationships. Establish operating standards for ticket categorization, severity/priority definitions, response expectations, documentation quality, and handoffs between internal staff and the MSP. Use trend analysis, root-cause review, and operational reporting to reduce repeat issues and improve first-contact resolution. Create and maintain runbooks, SOPs, and service documentation that support consistency as the company scales. Vendor, Procurement, and Asset Stewardship Own day-to-day IT procurement for end-user hardware, accessories, and selected software/services in partnership with Finance and Procurement. Manage vendor relationships for devices, shipping, repairs, support tooling, and related services, including renewals, pricing, service quality, and issue escalation. Maintain a cost-conscious, forecastable endpoint and support operation with visibility into spend, refresh timing, and inventory needs. Ensure vendor and MSP performance is measured against agreed service expectations and operational needs. Recommend tooling, process, or vendor changes when they improve employee experience, support efficiency, or cost discipline. Cross-Functional Partnership and Scope Boundaries Partner closely with HR/People on new-hire readiness and offboarding workflow timing. Partner with Finance on procurement and licensing discipline. Partner with Security on endpoint hygiene, access controls, audit evidence, and policy execution. Partner with Infrastructure or Systems teams when support issues expose deeper platform gaps. Own service operations and employee technology delivery, while not owning security engineering design or security platform engineering. Required Qualifications 6+ years of progressive experience in IT support, IT operations, or end-user services. 2+ years of direct people management experience leading an IT support or service desk team. Proven experience operating in a fast-growing or operationally maturing business where processes, standards, and reporting had to be built or tightened. Hands-on experience with Microsoft 365 , Intune , and Microsoft Entra ID / Azure AD or Okta i n a business environment. Hands-on experience with a ticketing/ITSM platform such as Jira Service Management or HaloPSA. Experience building and maintaining and IT Service Catalog with SLAs Demonstrated ownership of employee onboarding/offboarding, device provisioning, asset management, and support workflows. Experience managing vendors, procurement activity, renewals, or outsourced support partners. Strong working knowledge of Windows endpoints, core networking fundamentals, SaaS administration, and collaboration tooling. Strong operational judgment, written documentation skills, and the ability to communicate clearly with both technical and non-technical stakeholders. Bachelor’s degree or equivalent practical experience. Additional Desired Qualifications ITIL 4 Foundation or similar service-management training. Microsoft certifications related to Microsoft 365, Intune, or endpoint administration Experience with Windows Autopilot and zero-touch endpoint provisioning. Experience with Jira Assets/CMDB or another asset/configuration management capability. Experience supporting Windows, Linux, and MacOS environments. Prior experience working with an MSP, outsourced service desk, or regional/distributed support model. Experience with scripting, workflow automation, or low-code process automation. Experience in a regulated, manufacturing, defense, aerospace, fintech, or similarly operationally demanding environment. Experience building dashboards and presenting service metrics to leadership. Physical Requirements and Working Conditions Must be able to walk, stand, and navigate large indoor and outdoor facilities for extended periods of time. Ability to lift, carry, and move materials and equipment weighing up to 25 lbs on a regular basis. Use of personal protective equipment (PPE) may be required in designated areas or when performing specific tasks, in accordance with safety protocols and company policy. May be required to climb ladders, stoop, kneel, or crouch during inspections, maintenance walk-throughs, or emergency response situations. Regular exposure to facility operations including noise, dust, temperature fluctuations, and industrial equipment. Occasional off-hours or weekend work required for emergency facility responses or projects as needed Requires frequent use of a computer and other standard office equipment for documentation, communication, and coordination tasks. Background Check This position will require successfully completing a post-offer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified, consistent with federal and state law. EEO and ITAR/EAR Work Authorization Disclosure Red Cat Holdings provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This position requires direct or indirect access to hardware, software, technology or technical data controlled under the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Successful candidates for positions subject to ITAR/EAR restrictions must provide proof of U.S. Citizenship or Permanent Residence and must not require sponsorship for export-restricted work authorization. E-Verify The company participates E-Verify ensure eligibility for employment and compliance with Right to Work rules. Compensation: Base pay, plus generous annual equity package and potential bonuses. |
| Salary Min | — |
| Salary Max | — |
| Salary Currency | — |
| Salary Period | hour |
| Source URL | https://www.paycomonline.net/v4/ats/web.php/jobs/ViewJobDetails?job=334229&clientkey=DF82F4FEC533913CE59D380DC7829351 |
| Apply URL | https://www.paycomonline.net/v4/ats/web.php/jobs/ViewJobDetails?job=334229&clientkey=DF82F4FEC533913CE59D380DC7829351 |
| First Seen At | 2026-05-31 19:07:33Z |
| Last Seen At | 2026-06-06 09:56:47Z |
| Last Checked At | 2026-06-06 09:56:47Z |
| Last Changed At | 2026-05-31 19:07:33Z |
| Inactive At | — |
| Source Posted At | 2026-04-24 00:00:00Z |
| Source Updated At | — |
| Raw Payload Uri | s3://job-postings-prod-raw-590183727216/raw/provider=paycom/board=DF82F4FEC533913CE59D380DC7829351/date=2026-06-06/2026-06-06T09-56-44-363Z-a0c8d982320da1511638f43850ba561af7715b67f8cc9cc32c31e5762e8ec4eb.json |
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"description": "<h2 style=\"margin-top:8px; margin-bottom:4px; text-indent:-.1pt\"><strong><span style=\"font-size:14pt\"><span style=\"font-family:Arial,sans-serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-style:italic\"><span style=\"font-size:11.0pt\"><span style=\"font-style:normal\">Position Summary</span></span></span></span></span></span></span></strong></h2>\r\n\r\n<div align=\"center\" style=\"margin-top:8px; text-align:center; text-indent:-.1pt\">\r\n<hr align=\"center\" size=\"2\" width=\"100%\" /></div>\r\n\r\n<p style=\"text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"font-family:"Arial",sans-serif\">The <b>IT Service Operations Manager </b>is the leader responsible for making internal technology feel dependable, fast, and scalable across the company. This role will lead a small internal support team, manage day-to-day service quality from an external help desk partner, and personally step into escalations and operational design work when needed. </span></span></span></span></span></span></p>\r\n\r\n<p style=\"text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"font-family:"Arial",sans-serif\">This role is accountable for end-user support operations, onboarding and offboarding, device provisioning and shipping, asset management, procurement, ticketing workflows, SLA performance, documentation, and the operating routines that turn a reactive IT environment into a consistent, service-driven function. </span></span></span></span></span></span></p>\r\n\r\n<p style=\"text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"font-family:"Arial",sans-serif\">This is a critical hire for a fast-growing company that needs more structure, better visibility, and a higher standard of employee technology experience without adding unnecessary bureaucracy.</span></span></span></span></span></span></p>\r\n\r\n<div align=\"center\" style=\"text-align:center; text-indent:0in\">\r\n<hr align=\"center\" size=\"2\" width=\"100%\" /></div>\r\n\r\n<h2 style=\"margin-top:8px; margin-bottom:4px; text-indent:-.1pt\"><strong><span style=\"font-size:14pt\"><span style=\"font-family:Arial,sans-serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-style:italic\"><span style=\"font-size:11.0pt\"><span style=\"font-style:normal\">Essential Duties and Responsibilities</span></span></span></span></span></span></span></strong></h2>\r\n\r\n<div align=\"center\" style=\"margin-top:8px; text-align:center; text-indent:-.1pt\">\r\n<hr align=\"center\" size=\"2\" width=\"100%\" /></div>\r\n\r\n<p style=\"margin-top:16px; margin-bottom:11px; text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><b><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Service Delivery and End-User Operations</span></span></span></span></span></b></span></span></span></span></span></span></span></p>\r\n\r\n<ul style=\"margin-top:16px; margin-bottom:11px\">\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Own the day-to-day delivery of internal IT support across incidents, service requests, and employee technology needs.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Act as the senior escalation point for complex issues affecting employee productivity, onboarding readiness, device compliance, or office technology.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Oversee ticket intake, triage, prioritization, routing, resolution, and closure across internal staff and the MSP.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Ensure reliable, high-quality support for laptops, mobile devices, conference room technology, peripherals, collaboration tools, and core business applications.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Build and maintain a practical knowledge base and self-service content that reduces repeat tickets and improves employee experience.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Partner with business stakeholders to ensure support is responsive to changing operational needs and growth. </span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-top:16px; margin-bottom:11px; text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><b><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">User Lifecycle and Device Operation</span></span></span></span></span></b></span></span></span></span></span></span></span></p>\r\n\r\n<ul style=\"margin-top:16px; margin-bottom:11px\">\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Own the end-to-end IT onboarding and offboarding process, including account setup, access provisioning, device preparation, shipping logistics, and day-one readiness.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Standardize joiner/mover/leaver workflows in partnership with HR and hiring managers.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Own the full device lifecycle for employee endpoints, including forecasting, procurement, configuration, enrollment, deployment, return, refresh, redeployment, and retirement.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Maintain standard device builds, policies, and compliance baselines using Intune and related tooling.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Ensure accurate asset records, inventory health, and auditable lifecycle tracking across company-owned hardware and key software entitlements.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-top:16px; margin-bottom:11px; text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><b><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Team Leadership and MSP Management</span></span></span></span></span></b></span></span></span></span></span></span></span></p>\r\n\r\n<ul style=\"margin-top:16px; margin-bottom:11px\">\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Lead, coach, and develop a team of approximately four IT support specialists, setting clear expectations for service quality, responsiveness, ownership, and documentation.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Manage staffing rhythms, queue coverage, escalation paths, and performance standards across the internal team.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Own the relationship with the MSP that provides help desk coverage, including intake expectations, escalation rules, SLA attainment, reporting cadence, issue quality, and continuous improvement.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Review ticket trends, quality signals, and employee feedback with the MSP and internal team on a regular operating cadence.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Create a service culture that is responsive, accountable, practical, and calm under pressure.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-top:16px; margin-bottom:11px; text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><b><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Process Improvement and Operational Rigor</span></span></span></span></span></b></span></span></span></span></span></span></span></p>\r\n\r\n<ul style=\"margin-top:16px; margin-bottom:11px\">\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Build lightweight, durable service processes for incident management, request fulfillment, escalations, knowledge management, routine changes, and service reporting.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Configure and improve Jira Service Management workflows, queues, request types, automations, SLA policies, dashboards, and asset relationships.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Establish operating standards for ticket categorization, severity/priority definitions, response expectations, documentation quality, and handoffs between internal staff and the MSP.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Use trend analysis, root-cause review, and operational reporting to reduce repeat issues and improve first-contact resolution.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Create and maintain runbooks, SOPs, and service documentation that support consistency as the company scales.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-top:16px; margin-bottom:11px; text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><b><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Vendor, Procurement, and Asset Stewardship</span></span></span></span></span></b></span></span></span></span></span></span></span></p>\r\n\r\n<ul style=\"margin-top:16px; margin-bottom:11px\">\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Own day-to-day IT procurement for end-user hardware, accessories, and selected software/services in partnership with Finance and Procurement.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Manage vendor relationships for devices, shipping, repairs, support tooling, and related services, including renewals, pricing, service quality, and issue escalation.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Maintain a cost-conscious, forecastable endpoint and support operation with visibility into spend, refresh timing, and inventory needs.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Ensure vendor and MSP performance is measured against agreed service expectations and operational needs.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Recommend tooling, process, or vendor changes when they improve employee experience, support efficiency, or cost discipline.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-top:16px; margin-bottom:11px; text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><b><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Cross-Functional Partnership and Scope Boundaries</span></span></span></span></span></b></span></span></span></span></span></span></span></p>\r\n\r\n<ul style=\"margin-top:16px; margin-bottom:11px\">\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Partner closely with HR/People on new-hire readiness and offboarding workflow timing.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Partner with Finance on procurement and licensing discipline.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Partner with Security on endpoint hygiene, access controls, audit evidence, and policy execution.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Partner with Infrastructure or Systems teams when support issues expose deeper platform gaps.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Own service operations and employee technology delivery, while not owning security engineering design or security platform engineering.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n</ul>\r\n\r\n<div align=\"center\" style=\"text-align:center; text-indent:0in\">\r\n<hr align=\"center\" size=\"2\" width=\"100%\" /></div>\r\n\r\n<h2 style=\"margin-top:8px; margin-bottom:4px; text-indent:-.1pt\"><strong><span style=\"font-size:14pt\"><span style=\"font-family:Arial,sans-serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-style:italic\"><span style=\"font-size:11.0pt\"><span style=\"font-style:normal\">Required Qualifications</span></span></span></span></span></span></span></strong></h2>\r\n\r\n<div align=\"center\" style=\"margin-top:8px; text-align:center; text-indent:-.1pt\">\r\n<hr align=\"center\" size=\"2\" width=\"100%\" /></div>\r\n\r\n<ul style=\"margin-top:16px; margin-bottom:11px\">\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">6+ years of progressive experience in IT support, IT operations, or end-user services.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">2+ years of direct people management experience leading an IT support or service desk team.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Proven experience operating in a fast-growing or operationally maturing business where processes, standards, and reporting had to be built or tightened.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Hands-on experience with <b>Microsoft 365</b>, <b>Intune</b>, and <b>Microsoft Entra ID / Azure AD or Okta i</b>n a business environment.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Hands-on experience with a ticketing/ITSM platform such as <b>Jira Service Management </b>or HaloPSA.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Experience building and maintaining and IT Service Catalog with SLAs</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Demonstrated ownership of employee onboarding/offboarding, device provisioning, asset management, and support workflows.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Experience managing vendors, procurement activity, renewals, or outsourced support partners.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Strong working knowledge of Windows endpoints, core networking fundamentals, SaaS administration, and collaboration tooling.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Strong operational judgment, written documentation skills, and the ability to communicate clearly with both technical and non-technical stakeholders.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Bachelor’s degree or equivalent practical experience.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n</ul>\r\n\r\n<div align=\"center\" style=\"text-align:center; text-indent:0in\">\r\n<hr align=\"center\" size=\"2\" width=\"100%\" /></div>\r\n\r\n<h2 style=\"margin-top:8px; margin-bottom:4px; text-indent:-.1pt\"><strong><span style=\"font-size:14pt\"><span style=\"font-family:Arial,sans-serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-style:italic\"><span style=\"font-size:11.0pt\"><span style=\"font-style:normal\">Additional Desired Qualifications</span></span></span></span></span></span></span></strong></h2>\r\n\r\n<div align=\"center\" style=\"margin-top:8px; text-align:center; text-indent:-.1pt\">\r\n<hr align=\"center\" size=\"2\" width=\"100%\" /></div>\r\n\r\n<ul style=\"margin-top:16px; margin-bottom:11px\">\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">ITIL 4 Foundation or similar service-management training.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Microsoft certifications related to Microsoft 365, Intune, or endpoint administration</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Experience with Windows Autopilot and zero-touch endpoint provisioning.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Experience with Jira Assets/CMDB or another asset/configuration management capability.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Experience supporting Windows, Linux, and MacOS environments.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Prior experience working with an MSP, outsourced service desk, or regional/distributed support model.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Experience with scripting, workflow automation, or low-code process automation.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Experience in a regulated, manufacturing, defense, aerospace, fintech, or similarly operationally demanding environment.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Experience building dashboards and presenting service metrics to leadership.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n</ul>\r\n\r\n<div align=\"center\" style=\"text-align:center; text-indent:0in\">\r\n<hr align=\"center\" size=\"2\" width=\"100%\" /></div>\r\n\r\n<h2 style=\"margin-top:8px; margin-bottom:4px; text-indent:-.1pt\"><strong><span style=\"font-size:14pt\"><span style=\"font-family:Arial,sans-serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-style:italic\"><span style=\"font-size:11.0pt\"><span style=\"font-style:normal\">Physical Requirements and Working Conditions</span></span></span></span></span></span></span></strong></h2>\r\n\r\n<div align=\"center\" style=\"margin-top:8px; text-align:center; text-indent:-.1pt\">\r\n<hr align=\"center\" size=\"2\" width=\"100%\" /></div>\r\n\r\n<ul style=\"margin-top:16px; margin-bottom:11px\">\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Must be able to walk, stand, and navigate large indoor and outdoor facilities for extended periods of time.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Ability to lift, carry, and move materials and equipment weighing up to 25 lbs on a regular basis.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Use of personal protective equipment (PPE) may be required in designated areas or when performing specific tasks, in accordance with safety protocols and company policy.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">May be required to climb ladders, stoop, kneel, or crouch during inspections, maintenance walk-throughs, or emergency response situations.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Regular exposure to facility operations including noise, dust, temperature fluctuations, and industrial equipment.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Occasional off-hours or weekend work required for emergency facility responses or projects as needed</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n\t<li style=\"margin-top:16px; margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"tab-stops:list .5in\"><span style=\"punctuation-wrap:hanging\"><span style=\"text-autospace:ideograph-numeric ideograph-other\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:115%\"><span style=\"font-family:"Arial",sans-serif\"><span style=\"position:relative\"><span style=\"top:0pt\">Requires frequent use of a computer and other standard office equipment for documentation, communication, and coordination tasks.</span></span></span></span></span></span></span></span></span></span></span></span></span></li>\r\n</ul>\r\n\r\n<div align=\"center\" style=\"margin-top:13px; margin-bottom:13px; text-align:center; text-indent:0in\">\r\n<hr align=\"center\" size=\"2\" width=\"100%\" /></div>\r\n\r\n<p style=\"margin-top:13px; margin-bottom:13px; text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"line-height:120%\"><span style=\"tab-stops:538.4pt\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><b><span style=\"font-size:11.0pt\"><span style=\"line-height:120%\"><span style=\"font-family:"Arial",sans-serif\">Background</span></span></span></b> <b><span style=\"font-size:11.0pt\"><span style=\"line-height:120%\"><span style=\"font-family:"Arial",sans-serif\">Check</span></span></span></b></span></span></span></span></span></span></p>\r\n\r\n<p style=\"margin-top:13px; margin-bottom:13px; text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"line-height:120%\"><span style=\"tab-stops:538.4pt\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:120%\"><span style=\"font-family:"Arial",sans-serif\">This position will require successfully completing a post-offer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified, consistent with federal and state law.</span></span></span></span></span></span></span></span></span></p>\r\n\r\n<p style=\"margin-top:13px; margin-bottom:13px; text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"line-height:120%\"><span style=\"tab-stops:538.4pt\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><b><span style=\"font-size:11.0pt\"><span style=\"line-height:120%\"><span style=\"font-family:"Arial",sans-serif\">EEO and ITAR/EAR Work Authorization Disclosure</span></span></span></b></span></span></span></span></span></span></p>\r\n\r\n<p style=\"margin-top:13px; margin-bottom:13px; text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"line-height:120%\"><span style=\"tab-stops:538.4pt\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:120%\"><span style=\"font-family:"Arial",sans-serif\">Red Cat Holdings provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This position requires direct or indirect access to hardware, software, technology or technical data controlled under the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Successful candidates for positions subject to ITAR/EAR restrictions must provide proof of U.S. Citizenship or Permanent Residence and must not require sponsorship for export-restricted work authorization.</span></span></span></span></span></span></span></span></span></p>\r\n\r\n<p style=\"margin-top:13px; margin-bottom:13px; text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"line-height:120%\"><span style=\"tab-stops:538.4pt\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><b><span style=\"font-size:11.0pt\"><span style=\"line-height:120%\"><span style=\"font-family:"Arial",sans-serif\">E-Verify</span></span></span></b></span></span></span></span></span></span></p>\r\n\r\n<p style=\"margin-top:13px; margin-bottom:13px; text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"line-height:120%\"><span style=\"tab-stops:538.4pt\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:120%\"><span style=\"font-family:"Arial",sans-serif\">The company participates </span></span></span><a href=\"https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf\" style=\"color:blue; text-decoration:underline\"><span style=\"font-size:11.0pt\"><span style=\"line-height:120%\"><span style=\"font-family:"Arial",sans-serif\">E-Verify</span></span></span></a><span style=\"font-size:11.0pt\"><span style=\"line-height:120%\"><span style=\"font-family:"Arial",sans-serif\"> ensure eligibility for employment and compliance with </span></span></span><a href=\"https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf\" style=\"color:blue; text-decoration:underline\"><span style=\"font-size:11.0pt\"><span style=\"line-height:120%\"><span style=\"font-family:"Arial",sans-serif\">Right to Work</span></span></span></a><span style=\"font-size:11.0pt\"><span style=\"line-height:120%\"><span style=\"font-family:"Arial",sans-serif\"> rules.</span></span></span></span></span></span></span></span></span></p>\r\n\r\n<p style=\"margin-top:13px; margin-bottom:13px; text-indent:0in\"><span style=\"font-size:12pt\"><span style=\"line-height:120%\"><span style=\"tab-stops:538.4pt\"><span style=\"font-family:"Times New Roman",serif\"><span style=\"position:relative\"><span style=\"top:0.5pt\"><span style=\"font-size:11.0pt\"><span style=\"line-height:120%\"><span style=\"font-family:"Arial",sans-serif\">Compensation: Base pay, plus generous annual equity package and potential bonuses.</span></span></span></span></span></span></span></span></span></p>\r\n",
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"googleJobJson": "{\"@context\":\"https://schema.org/\",\"@type\":\"JobPosting\",\"title\":\"IT Service Operations Manager\",\"identifier\":\"J0YV04334229\",\"url\":\"https://www.paycomonline.net/v4/ats/web.php/portal/DF82F4FEC533913CE59D380DC7829351/jobs/334229\",\"image\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=DF82F4FEC533913CE59D380DC7829351\",\"datePosted\":\"2026-04-24\",\"description\":\"Job DetailsJob Location: Red Cat Corporate - Salt Lake City, UT 84115Position Summary\\r\\n\\r\\n\\r\\n\\r\\n\\r\\nThe IT Service Operations Manager is the leader responsible for making internal technology feel dependable, fast, and scalable across the company. This role will lead a small internal support team, manage day-to-day service quality from an external help desk partner, and personally step into escalations and operational design work when needed. \\r\\n\\r\\nThis role is accountable for end-user support operations, onboarding and offboarding, device provisioning and shipping, asset management, procurement, ticketing workflows, SLA performance, documentation, and the operating routines that turn a reactive IT environment into a consistent, service-driven function. \\r\\n\\r\\nThis is a critical hire for a fast-growing company that needs more structure, better visibility, and a higher standard of employee technology experience without adding unnecessary bureaucracy.\\r\\n\\r\\n\\r\\n\\r\\n\\r\\nEssential Duties and Responsibilities\\r\\n\\r\\n\\r\\n\\r\\n\\r\\nService Delivery and End-User Operations\\r\\n\\r\\n\\r\\n\\tOwn the day-to-day delivery of internal IT support across incidents, service requests, and employee technology 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workflows in partnership with HR and hiring managers.\\r\\n\\tOwn the full device lifecycle for employee endpoints, including forecasting, procurement, configuration, enrollment, deployment, return, refresh, redeployment, and retirement.\\r\\n\\tMaintain standard device builds, policies, and compliance baselines using Intune and related tooling.\\r\\n\\tEnsure accurate asset records, inventory health, and auditable lifecycle tracking across company-owned hardware and key software entitlements.\\r\\n\\r\\n\\r\\nTeam Leadership and MSP Management\\r\\n\\r\\n\\r\\n\\tLead, coach, and develop a team of approximately four IT support specialists, setting clear expectations for service quality, responsiveness, ownership, and documentation.\\r\\n\\tManage staffing rhythms, queue coverage, escalation paths, and performance standards across the internal team.\\r\\n\\tOwn the relationship with the MSP that provides help desk coverage, including intake expectations, escalation rules, SLA attainment, reporting cadence, issue quality, and continuous improvement.\\r\\n\\tReview ticket trends, quality signals, and employee feedback with the MSP and internal team on a regular operating cadence.\\r\\n\\tCreate a service culture that is responsive, accountable, practical, and calm under pressure.\\r\\n\\r\\n\\r\\nProcess Improvement and Operational Rigor\\r\\n\\r\\n\\r\\n\\tBuild lightweight, durable service processes for incident management, request fulfillment, escalations, knowledge management, routine changes, and service reporting.\\r\\n\\tConfigure and improve Jira Service Management workflows, queues, request types, automations, SLA policies, dashboards, and asset relationships.\\r\\n\\tEstablish operating standards for ticket categorization, severity/priority definitions, response expectations, documentation quality, and handoffs between internal staff and the MSP.\\r\\n\\tUse trend analysis, root-cause review, and operational reporting to reduce repeat issues and improve first-contact resolution.\\r\\n\\tCreate and maintain runbooks, SOPs, and service documentation that support consistency as the company scales.\\r\\n\\r\\n\\r\\nVendor, Procurement, and Asset Stewardship\\r\\n\\r\\n\\r\\n\\tOwn day-to-day IT procurement for end-user hardware, accessories, and selected software/services in partnership with Finance and Procurement.\\r\\n\\tManage vendor relationships for devices, shipping, repairs, support tooling, and related services, including renewals, pricing, service quality, and issue escalation.\\r\\n\\tMaintain a cost-conscious, forecastable endpoint and support operation with visibility into spend, refresh timing, and inventory needs.\\r\\n\\tEnsure vendor and MSP performance is measured against agreed service expectations and operational needs.\\r\\n\\tRecommend tooling, process, or vendor changes when they improve employee experience, support efficiency, or cost discipline.\\r\\n\\r\\n\\r\\nCross-Functional Partnership and Scope Boundaries\\r\\n\\r\\n\\r\\n\\tPartner closely with HR/People on new-hire readiness and offboarding workflow timing.\\r\\n\\tPartner with Finance on procurement and licensing discipline.\\r\\n\\tPartner with Security on endpoint hygiene, access controls, audit evidence, and policy execution.\\r\\n\\tPartner with Infrastructure or Systems teams when support issues expose deeper platform gaps.\\r\\n\\tOwn service operations and employee technology delivery, while not owning security engineering design or security platform engineering.\\r\\n\\r\\n\\r\\n\\r\\n\\r\\n\\r\\nRequired Qualifications\\r\\n\\r\\n\\r\\n\\r\\n\\r\\n\\r\\n\\t6+ years of progressive experience in IT support, IT operations, or end-user services.\\r\\n\\t2+ years of direct people management experience leading an IT support or service desk team.\\r\\n\\tProven experience operating in a fast-growing or operationally maturing business where processes, standards, and reporting had to be built or tightened.\\r\\n\\tHands-on 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attainment, reporting cadence, issue quality, and continuous improvement.\\r\\n\\tReview ticket trends, quality signals, and employee feedback with the MSP and internal team on a regular operating cadence.\\r\\n\\tCreate a service culture that is responsive, accountable, practical, and calm under pressure.\\r\\n\\r\\n\\r\\nProcess Improvement and Operational Rigor\\r\\n\\r\\n\\r\\n\\tBuild lightweight, durable service processes for incident management, request fulfillment, escalations, knowledge management, routine changes, and service reporting.\\r\\n\\tConfigure and improve Jira Service Management workflows, queues, request types, automations, SLA policies, dashboards, and asset relationships.\\r\\n\\tEstablish operating standards for ticket categorization, severity/priority definitions, response expectations, documentation quality, and handoffs between internal staff and the MSP.\\r\\n\\tUse trend analysis, root-cause review, and operational reporting to reduce repeat issues and improve first-contact resolution.\\r\\n\\tCreate and maintain runbooks, SOPs, and service documentation that support consistency as the company scales.\\r\\n\\r\\n\\r\\nVendor, Procurement, and Asset Stewardship\\r\\n\\r\\n\\r\\n\\tOwn day-to-day IT procurement for end-user hardware, accessories, and selected software/services in partnership with Finance and Procurement.\\r\\n\\tManage vendor relationships for devices, shipping, repairs, support tooling, and related services, including renewals, pricing, service quality, and issue escalation.\\r\\n\\tMaintain a cost-conscious, forecastable endpoint and support operation with visibility into spend, refresh timing, and inventory needs.\\r\\n\\tEnsure vendor and MSP performance is measured against agreed service expectations and operational needs.\\r\\n\\tRecommend tooling, process, or vendor changes when they improve employee experience, support efficiency, or cost discipline.\\r\\n\\r\\n\\r\\nCross-Functional Partnership and Scope 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experience with Microsoft 365, Intune, and Microsoft Entra ID / Azure AD or Okta in a business environment.\\r\\n\\tHands-on experience with a ticketing/ITSM platform such as Jira Service Management or HaloPSA.\\r\\n\\tExperience building and maintaining and IT Service Catalog with SLAs\\r\\n\\tDemonstrated ownership of employee onboarding/offboarding, device provisioning, asset management, and support workflows.\\r\\n\\tExperience managing vendors, procurement activity, renewals, or outsourced support partners.\\r\\n\\tStrong working knowledge of Windows endpoints, core networking fundamentals, SaaS administration, and collaboration tooling.\\r\\n\\tStrong operational judgment, written documentation skills, and the ability to communicate clearly with both technical and non-technical stakeholders.\\r\\n\\tBachelor’s degree or equivalent practical experience.\\r\\n\\r\\n\\r\\n\\r\\n\\r\\n\\r\\nAdditional Desired Qualifications\\r\\n\\r\\n\\r\\n\\r\\n\\r\\n\\r\\n\\tITIL 4 Foundation or 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periods of time.\\r\\n\\tAbility to lift, carry, and move materials and equipment weighing up to 25 lbs on a regular basis.\\r\\n\\tUse of personal protective equipment (PPE) may be required in designated areas or when performing specific tasks, in accordance with safety protocols and company policy.\\r\\n\\tMay be required to climb ladders, stoop, kneel, or crouch during inspections, maintenance walk-throughs, or emergency response situations.\\r\\n\\tRegular exposure to facility operations including noise, dust, temperature fluctuations, and industrial equipment.\\r\\n\\tOccasional off-hours or weekend work required for emergency facility responses or projects as needed\\r\\n\\tRequires frequent use of a computer and other standard office equipment for documentation, communication, and coordination tasks.\\r\\n\\r\\n\\r\\n\\r\\n\\r\\n\\r\\nBackground Check\\r\\n\\r\\nThis position will require successfully completing a post-offer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified, consistent with federal and state law.\\r\\n\\r\\nEEO and ITAR/EAR Work Authorization Disclosure\\r\\n\\r\\nRed Cat Holdings provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This position requires direct or indirect access to hardware, software, technology or technical data controlled under the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Successful candidates for positions subject to ITAR/EAR restrictions must provide proof of U.S. Citizenship or Permanent Residence and must not require sponsorship for export-restricted work authorization.\\r\\n\\r\\nE-Verify\\r\\n\\r\\nThe company participates E-Verify ensure eligibility for employment and compliance with Right to Work rules.\\r\\n\\r\\nCompensation: Base pay, plus generous annual equity package and potential bonuses.\\r\\n\",\"employmentType\":\"OTHER\",\"hiringOrganization\":{\"@type\":\"Organization\",\"name\":\"RED CAT HOLDINGS\",\"logo\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=DF82F4FEC533913CE59D380DC7829351\"},\"jobLocation\":{\"@type\":\"Place\",\"address\":{\"streetAddress\":\"2800 S West Temple, Suite 5\",\"addressLocality\":\"Salt Lake City\",\"addressRegion\":\"UT\",\"postalCode\":84115,\"addressCountry\":\"USA\"}},\"validThrough\":\"-0001-11-30\"}",
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}Get this page with API
Rendered from the bluedoor Job Postings API. Reproduce it:
GET https://api.bluedoor.sh/job-postings/v1/jobs/41930bb33e1e5718339a6519bb5c02ecbf618f10?include=descriptionJSONGET https://api.bluedoor.sh/job-postings/v1/orgs/0ba30d0c-7802-468e-8b2f-34b1ccb00b80JSONGET https://api.bluedoor.sh/job-postings/v1/sources/e4f1eccd-b038-47ec-a09c-02b91cca1ccbJSONGET https://api.bluedoor.sh/job-postings/v1/jobs/41930bb33e1e5718339a6519bb5c02ecbf618f10/eventsJSON