IT Operations Lead

Job description

Job responsibilities

• Lead the IT team day to day at HQ. Set priorities, clear blockers, and get your hands dirty so the queue keeps moving and the projects keep landing.
• Build and evolve our AI chatbot workflows. Design intents, wire up integrations to Okta, Microsoft 365, Box, Jira, and our internal systems, and keep the flows tuned as the business changes.
• Keep a live pulse on ticket flow across HQ and the factory. Watch volume, categories, and repeat requests, and turn what you see into automation, chatbot skills, self-service, or new runbooks.
• Own executive service and white-glove support. Make sure execs, board members, and visiting VIPs get fast, quiet, and reliable help every time they are on campus or on the road.
• Help the team run live AV for all-hands, podcasts, and events. Own the conference rooms, all-hands spaces, and event AV. Set up, test, and run the show so nothing on stage or on Teams is a surprise.
• Partner with factory IT as a secondary focus. Back up site IT during rollouts, incidents, and audits, and keep our identity, endpoint, and ITSM setup consistent between HQ and the factory.
• Coach Technicians, Analysts, and Systems Admins. Teach them how to think in workflows and automations, how to handle exec support with care, and how to run AV without a script.
• Partner with Security, Infrastructure, DevOps, Facilities, People Ops, and Production leaders. Speak for IT in planning conversations and translate their needs into work the team can pick up.

Job requirements

• 7 or more years in IT, with at least 2 leading a team or a major program.
• Strong background in corporate IT at a HQ or campus environment. You have supported execs, engineering, and business teams, and you know how a headquarters is different from a shop floor.
• Hands-on track record building AI chatbot workflows and ticket deflection flows in platforms like Serval, Moveworks, or similar. You have shipped flows that measurably cut ticket volume.
• Strong instinct for reading ticket data. You can look at a queue and tell what should be automated, what should be documented, and what should be pushed back on.
• Real experience with executive and white-glove support. You know how to move fast without making noise, and how to teach a team to do the same.
• Hands-on AV experience with conference room gear such as Crestron, Q-SYS, Logitech, or similar. You have set up rooms, tuned audio, and fixed AV under time pressure.
• Strong technical base. You have run a service desk, administered core SaaS platforms (Okta, Microsoft 365, MDM, ITSM), and shipped automation or integrations yourself.
• Track record of running an IT function that scales: SLAs, on-call, change management, asset lifecycle, and clean handoffs.