IT Operations Manager

HR Tech Job; Santa Monica (CA); Hybrid; USD 125,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation

Exceptional benefits package

Flexible Vacation & Paid Time Off

Employer-matched 401(k) plan

Job summary

ZipRecruiter is seeking a Manager of IT Operations to lead an 800+ hybrid team across two offices. You will drive provisioning, support, and modernization of tooling to empower a fast-growing workforce.

You'll partner with executives, own the ticketing system and SLAs, and manage vendor relationships, AV setups, and IT procurement. Some travel (10–15%) is expected for collaboration weeks and onsite support.

Qualifications

• 6+ years in technical support or IT operations with leadership experience.
• Experience managing a distributed IT support team and vendor relationships.
• Proficient in AV systems, Zoom Rooms, and collaboration tools.
• Strong knowledge of Google Workspace and Microsoft 365 administration.
• Familiarity with Okta and user access management.
• Experience with procurement, budgeting, and contract negotiation.

Responsibilities

• Lead a distributed IT Support team of four technicians with mentorship and performance management.
• Maintain active communication with leadership and executives in the office.
• Collaborate with People Development to optimize onboarding/offboarding.
• Oversee end-to-end ticketing and Jira workspaces, tracking long-term projects and SLAs.
• Drive adoption of new tools and technologies across the organization.
• Travel 10–15% for onsite support and collaboration weeks; manage AV setups.

Skills

IT operations management

Team leadership

Jira

Google Workspace

Microsoft 365

Okta

Active Directory

AV systems

Zoom Rooms

Tools

Jira

Google Workspace

Microsoft 365

Okta

Active Directory

Zoom Rooms

Job description

We offer a hybrid work environment. Most US-based positions can also be performed remotely (any exceptions will be noted in the Minimum Qualifications below.)

Our Mission

To actively connect people to their next great opportunity.

Who We Are

ZipRecruiter is a leading online employment marketplace. Powered by AI-driven smart matching technology, the company actively connects millions of all‑sized businesses and job seekers through innovative mobile, web, and email services, as well as through partnerships with the best job boards on the web. ZipRecruiter has the #1 rated job search app on iOS & Android.

Summary

We are looking for a qualified Manager of Information Technology (IT) Operations to join our team. You will be responsible for leading our support team for 800+ hybrid employees with offices in 2 cities. The team is dedicated to empowering the organization through the implementation of modern technology solutions. Our core mission involves delivering top‑tier customer support, managing hardware and software provisioning, providing technical education, and resolving complex issues.

As a tech‑first company, ZipRecruiter is extremely engaged with bringing modern tooling, including Artificial Intelligence, to the workplace. As Manager of IT Operations, you will lead empowerment to rapidly adopt tools and services and drive innovation across all of our corporate functions.

This role leads the IT Support Team to ensure professionalism in approach, adaptability in process, and continuous improvement through professional development and ownership of solutions.

Responsibilities

• Manage a distributed team of four IT Support technicians, providing mentorship, development, and performance management.
• Communicate consistently with leadership, maintaining an active in‑person presence with executives in the office to proactively identify operational gaps and areas for improvement.
• Collaborate with the People Development Team to optimize onboarding and offboarding processes.
• Manage the end‑to‑end ticketing system and Jira workspaces to track long‑term projects, optimize productivity, and deliver appropriate solutions while consistently meeting SLAs.
• Cultivate a growth mentality and eagerness to adapt new technologies and approaches as we collectively learn how to deliver the best tools and services to a diverse user population.
• Ability to travel 10–15% to provide onsite support for Tech and Sales collaboration weeks, including managing AV setups and ensuring office tech is fully prepared and optimized.
• Own the IT procurement and asset lifecycle, managing hardware inventory, computer refresh cycles, and sustainable e‑waste processes in collaboration with Finance.
• Lead process improvements and efficiency initiatives within IT Operations, managing competing priorities with full task ownership to anticipate next steps, bridge operational gaps, and elevate the customer experience.
• Own the team's documentation lifecycle, maintaining internal playbooks and standard operating procedures (SOPs) while creating self‑serve documentation and training resources for end‑users.
• Other duties as assigned (
  
  • Providing technical leadership for office relocations
  • Managing contractors
  • 2nd‑line support as needed for capacity or time off coverage
  )

Minimum Qualifications

• Ability to work in our Santa Monica office multiple days a week.
• Minimum of 6 years of experience in a technical support role, 2 years people management.
• Strong technical background - broad adaptability to new approaches is more applicable than certifications or in-depth expertise of a singular technology.
• Strong critical thinking approach and the ability to mentor the team in the same direction.
• Experience providing technical support remotely and in‑person.
• Experience in IT procurement, vendor management, and contract negotiation.
• Team management experience - objective evaluation, performance management.
• Ability to support and maintain audiovisual (AV) systems and Zoom Rooms.
• Working knowledge of Google Workspace and Microsoft 365 administration.
• Familiarity with Okta, Active Directory, and user access management.
• Windows and macOS expertise - including troubleshooting drivers, conflicts, and resource contention.

Preferred Qualifications

• Enthusiasm for keeping up with emerging tech – hands‑on familiarity with open source, appetite to tinker, and a pulse on emerging and fading trends in industry.
• Customer service‑oriented with rigorous documentation and problem‑solving attitude.
• Team development experience - identifying competency gaps and addressing through training and mentorship.
• Networking experience - DNS, wireless networking, home office troubleshooting.
• Software as a Service administration experience - authentication, license management.
• Contractor management experience.

As part of our team you’ll enjoy

• Competitive compensation
• Exceptional benefits package
• Flexible Vacation & Paid Time Off
• Employer‑matched 401(k) plan

The US base salary range for this full‑time position is $125,000–$160,000. Our salary ranges are determined by role, level, and location, and the range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location, role‑related knowledge and skills, depth of experience, relevant education or training, and additional role‑related considerations.

Depending on the position offered, equity, bonuses, commission, or other forms of compensation may also be provided as part of a total compensation package, in addition to a full range of medical, financial, and other benefits.

ZipRecruiter is proud to be an equal opportunity employer and provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or genetics.