Global IT Operations Manager

Marmon Holdings, Inc.; Hillsboro (OR); Presencial; USD 120.000 - 160.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

IT management

Networking

ITIL

Freshservice

Educación

Bachelor's degree in CS/IT

Herramientas

Microsoft 365

Power BI

SharePoint

Active Directory

Descripción del empleo

Acumed LLC

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you'll be doing things that matter, leading at every level, and winning a better way. We're committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone's empowered to be their best.

Location: Hillsboro, Oregon

Job Scope

The Global IT Operations Manager leads day-to-day IT operations across global offices, ensuring reliable technical support, operational excellence, and a positive end-user experience. This role manages internal and external service desk resources, drives Microsoft 365 adoption, oversees ITIL-aligned service delivery, and partners with infrastructure and security teams to implement secure, scalable technology solutions.

Duties/Responsibilities

• Lead, train, and mentor IT service desk staff, ensuring timely issue resolution, effective escalations, and excellent customer service.
• Develop and maintain IT support policies, procedures, service standards, 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 operational KPIs.
• Drive implementation, adoption, and support of Microsoft 365 tools, including Copilot, Teams, SharePoint, Outlook, and Power BI.
• Provide end-user training, documentation, and communications to improve technology adoption and productivity.
• Identify opportunities to automate support workflows, streamline processes, and improve service delivery.
• Manage endpoint hardware and software installations, upgrades, configurations, asset lifecycles, and vendor relationships.
• Partner with Information Security on endpoint protection, vulnerability remediation, identity governance, and security compliance.
• Support network and infrastructure initiatives involving LAN, WAN, VPN, wireless, cloud solutions, and Active Directory.
• Support disaster recovery, backup strategies, and business continuity readiness.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 7-10 years of IT management experience, including networking and end-user support.
• 5+ years of IT Operations team 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.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], and please be sure to include the title and the location of the position for which you are applying.