IT Operations Manager

Join Harbinger as an IT Operations Manager, where you'll lead the team responsible for keeping our people, offices, and factory running smoothly. You'll oversee end-user support, on-call coverage, and service levels, while also growing the IT operations team as the company scales. Your responsibilities will include managing day-to-day IT support, defining and reporting on SLAs, administering core collaboration systems, maintaining conference room AV, and handling onboarding and offboarding processes. You'll also manage the IT operations budget and support vendors, while partnering with Cybersecurity on access reviews and audits.

• Gérer les opérations informatiques quotidiennes, y compris le support aux utilisateurs finaux, la couverture d'appel et les niveaux de service.
• Recruter, intégrer et développer une équipe d'experts et d'administrateurs informatiques, y compris la définition des objectifs et les évaluations de performance.
• Définir et rendre compte des accords de niveau de service (SLA) pour la réponse et la résolution, avec des cibles plus rapides pour les problèmes qui arrêtent la production.

• Documents as they go and is comfortable pointing requests to the right owner
• Clear communicator with everyone from the production floor to executives, especially during incidents
• Builds teams people want to stay on, with clear expectations and honest feedback
• Admin level knowledge of Identity and Access Management tools. Such as Okta, Jumpcloud, and Entra ID
• Hands-on administration of a service desk platform such as Serval, Jira Service Management, or ServiceNow, plus on-call tools such as PagerDuty
• 7+ years in IT operations or support, including 3+ years managing a team with direct reports, on-call rotations, and performance reviews
• Deep knowledge of Endpoint device management on macOS, Windows, mobile, and Linux using tools like Intune, Jamf, and JumpCloud
• Experience supporting conference room AV, such as Logitech or Neat video systems, displays, and scheduling panels
• Experience supporting a manufacturing, production, or other 24/7 environment strongly preferred
• Familiarity with ITIL practices and scripting for automation
• Working knowledge of networking (Wi-Fi, switching, VLANs, VPN) and, ideally, MES, shop floor devices, and industrial networks