Global IT Operations Leader: Service Desk & Security

Marmon Holdings, Inc.; Hillsboro (OR); On-site; USD 120,000 - 160,000; Full time

Job summary

Acumed LLC in Hillsboro, Oregon, seeks a Global IT Operations Manager to lead day-to-day IT operations across global offices, ensuring reliable support and excellent user experience. You will manage internal and external service desk resources, drive Microsoft 365 adoption, and collaborate with security teams to implement secure, scalable technology solutions.

The role emphasizes ITIL-aligned service delivery, end-user training, and ongoing process improvements, with opportunities to mentor

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 7-10 years IT management experience, including networking and end-user support.
• 5+ years IT Operations leadership or supervisory experience.
• Strong knowledge of enterprise networking architecture, protocols, and security.
• Familiarity with ITIL practices and service desk management frameworks.
• Experience with Freshservice administration, workflows, automation, service catalogs, and reporting preferred.
• Experience supporting geographically distributed teams across multiple regions and time zones preferred.
• Strong leadership, communication, analytical, and problem-solving skills.
• Detail-oriented, customer-focused, and comfortable working in a fast-paced environment.

Responsibilities

• Lead, train, and mentor IT service desk staff with focus on timely issue resolution and customer service.
• Develop and maintain IT support policies, procedures, and ITIL-aligned processes for incident, request, problem, and change management.
• Monitor service desk performance including SLAs, first-call resolution, MTTR, customer satisfaction, ticket backlogs, and KPIs.
• Drive implementation and support of Microsoft 365 tools (Copilot, Teams, SharePoint, Outlook, Power BI).
• Provide end-user training, documentation, and communications to improve adoption and productivity.
• Identify opportunities to automate support workflows and streamline processes.
• Manage endpoint hardware/software installations, upgrades, configurations, asset lifecycles, and vendor relationships.
• Partner with Information Security on endpoint protection, vulnerability remediation, identity governance, and compliance.
• Support network/infrastructure initiatives involving LAN/WAN/VPN/wireless/cloud and Active Directory.
• Support disaster recovery, backup strategies, and business continuity readiness.

Skills

IT management

Networking

ITIL

Freshservice

Education

Bachelor's degree in CS/IT

Tools

Microsoft 365

Power BI

SharePoint

Active Directory

Job description

Acumed LLC in Hillsboro, Oregon, seeks a Global IT Operations Manager to lead day-to-day IT operations across global offices, ensuring reliable support and excellent user experience. You will manage internal and external service desk resources, drive Microsoft 365 adoption, and collaborate with security teams to implement secure, scalable technology solutions.

The role emphasizes ITIL-aligned service delivery, end-user training, and ongoing process improvements, with opportunities to mentor