IT Operations Lead — Hands-on Manager

Vireo Health; United States; Remote; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA

FSA

Wellness days

Volunteer hours

401k with match

Job summary

Vireo Health, Inc. is seeking an experienced IT Manager to oversee day-to-day IT support across markets, manage Freshservice tickets, and drive KPI/SLA discipline.

The role combines hands-on L2 troubleshooting with strategic IT process improvements and leadership of the IT Specialist team. You will mentor staff, expand asset management, and partner with the Director of IT on staffing, budget, and roadmaps for new markets and integrations.

Qualifications

• 5+ years IT support/infrastructure experience, including 1–2 years in a lead or supervisory capacity.
• Proficient in Microsoft 365, Intune/JAMF device management, and networking basics.
• Experience administering Freshservice (or a similar ITSM platform) and related ticketing workflows.
• Strong KPI/SLA tracking and operational metrics experience with regular leadership reporting.
• Bachelor’s degree or equivalent combination of education and experience.
• Ability to lead a distributed, multi-state IT team.

Responsibilities

• Own day-to-day operations of Freshservice across all markets, triaging and assigning tickets, monitoring queue health, and ensuring timely resolution.
• Provide hands-on L2 troubleshooting across Microsoft 365, device management (Intune/JAMF), networking, and POS/e‑commerce issues.
• Mentor IT Specialists and backstop complex issues when needed.
• Define, monitor, and report on KPIs, SLAs, and performance metrics with regular reviews.
• Lead asset management expansion and develop streamlined IT processes for scaling operations.
• Coordinate hiring, onboarding, and performance management for IT roles as the team grows.

Skills

Leadership

Communication

Troubleshooting

Team management

Problem solving

Education

Bachelor's degree or equivalent

Tools

Freshservice

Microsoft 365

Intune/JAMF

Job description

Vireo Health, Inc. is seeking an experienced IT Manager to oversee day-to-day IT support across markets, manage Freshservice tickets, and drive KPI/SLA discipline.

The role combines hands-on L2 troubleshooting with strategic IT process improvements and leadership of the IT Specialist team. You will mentor staff, expand asset management, and partner with the Director of IT on staffing, budget, and roadmaps for new markets and integrations.