IT Operations Manager Strategy & Ops

Frontdoor Defense; Garden Grove (CA); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Comprehensive Health, Dental & Vision

Early-stage Stock Options

Robust Retirement Savings

Generous PTO & Parental Leave

Annual Vacation Bonus

Wellness & Fertility Benefits

Cell Phone Stipend

Complimentary Meals & Stocked Kitchens

Job summary

Harbinger is seeking an IT Operations Manager to lead the team that keeps our people, offices, and factory running. You will own end-user support, on-call coverage, and service levels, and grow the IT operations team as the company scales.

Location: Garden Grove, California. Compensation: $110,000 - 150,000 USD per year.

Qualifications

• 7+ years in IT operations or support, including 3+ years managing a team with direct reports, on-call rotations, and performance reviews.
• Experience supporting a manufacturing, production, or other 24/7 environment strongly preferred.
• Hands-on administration of a service desk platform such as Serval, Jira Service Management, or ServiceNow, plus on-call tools such as PagerDuty.
• Deep knowledge of Endpoint device management on macOS, Windows, mobile, and Linux using tools like Intune, Jamf, and JumpCloud.
• Admin level knowledge of Identity and Access Management tools, such as Okta, JumpCloud, and Entra ID.
• Experience supporting conference room AV, such as Logitech or Neat video systems, displays, and scheduling panels.
• Working knowledge of networking (Wi-Fi, switching, VLANs, VPN) and MES/shop floor devices.
• Familiarity with ITIL practices and scripting for automation.
• Clear communicator with everyone from the production floor to executives, especially during incidents.

Responsibilities

• Hire, onboard, and develop IT Specialists and Administrators, including 1-on-1s, goal setting, and performance reviews.
• Run day-to-day IT support across office, engineering, and manufacturing environments with site coverage.
• Define and report on SLAs for response and resolution, with faster targets for production issues.
• Lead IT on-call, including rotation, escalation paths, runbooks, and after-hours coverage.
• Administer core collaboration systems (Google Workspace, Slack, Zoom, Jira, Confluence) including licensing and user support.
• Keep conference rooms and AV running (Zoom Rooms, Logitech, Neat, displays, scheduling panels).
• Build out Serval, the AI-powered service desk, including catalog, workflows, and knowledge base.
• Handle onboarding/offboarding and full device/asset lifecycle management.
• Manage IT operations budget and vendor relationships; partner with Cybersecurity on access reviews and audits.

Skills

Team leadership

Incident communication

End-user support

Service desk administration

Networking basics

ITIL familiarity

Automation scripting

Tools

Serval

Jira Service Management

ServiceNow

PagerDuty

Intune

Jamf

JumpCloud

Okta

Entra ID

Zoom Rooms

Job description

IT Operations Manager

Scale IT operations team to support production facilities and offices

Location: Garden Grove, California

Compensation: $110,000 - 150,000 USD / year

About The Role

IT Operations Manager

Harbinger is hiring an IT Operations Manager to lead the team that keeps our people, offices, and factory running. This person will be responsible for end-user support, on‑call coverage, and service levels, and will grow the IT operations team as the company scales.

Key Responsibilities

• Hire, onboard, and develop IT Specialists and Administrators, including 1-on-1s, goal setting, and performance reviews
• Run day‑to‑day IT support across office, engineering, and manufacturing environments, with schedules and coverage for every site and shift
• Define and report on SLAs for response and resolution, with faster targets for issues that stop production
• Lead IT on‑call, including rotation, escalation paths, runbooks, and after‑hours coverage for production shifts
• Administer the core collaboration systems employees use every day, such as Google Workspace, Slack, Zoom, Jira, and Confluence, including licensing, settings, and user support
• Keep conference rooms and AV running, including Zoom Rooms on Logitech and Neat systems, displays, room scheduling panels, and all‑hands and event spaces
• Build out and maintain Serval, our AI‑powered service desk, including the service catalog, workflows, automations, and knowledge base
• Handle the IT side of onboarding and offboarding, plus the full device and asset lifecycle
• Manage the IT operations budget and support vendors, and partner with Cybersecurity on access reviews, phishing response, and audit evidence

Qualifications

Experience

• 7+ years in IT operations or support, including 3+ years managing a team with direct reports, on‑call rotations, and performance reviews
• Experience supporting a manufacturing, production, or other 24/7 environment strongly preferred

Technical Competencies

• Hands‑on administration of a service desk platform such as Serval, Jira Service Management, or ServiceNow, plus on‑call tools such as PagerDuty
• Deep knowledge of Endpoint device management on macOS, Windows, mobile, and Linux using tools like Intune, Jamf, and JumpCloud
• Admin level knowledge of Identity and Access Management tools. Such as Okta, Jumpcloud, and Entra ID
• Experience supporting conference room AV, such as Logitech or Neat video systems, displays, and scheduling panels
• Working knowledge of networking (Wi‑Fi, switching, VLANs, VPN) and, ideally, MES, shop floor devices, and industrial networks
• Familiarity with ITIL practices and scripting for automation

Soft Skills

• Clear communicator with everyone from the production floor to executives, especially during incidents
• Builds teams people want to stay on, with clear expectations and honest feedback
• Documents as they go and is comfortable pointing requests to the right owner

Key Benefits & Perks:

• Comprehensive Health, Dental & Vision (HDV) – 100% employee covered
• Early-stage Stock Options
• Robust Retirement Savings (401k, HSA, FSA)
• Generous Paid Time Off (PTO) & Parental Leave
• Annual Vacation Bonus
• Wellness & Fertility Benefits
• Cell Phone Stipend
• Complimentary Meals & Stocked Kitchens