IT Operations & Service Manager — Lead, Improve, Deliver

Room & Board; Minneapolis (MN); On-site; USD 105,000 - 130,000; Full time

Benefits offered by this job

ESOP

Three weeks paid vacation

401(k) match

Profit-sharing

Employee-owned company

Job summary

Room & Board is hiring an IT Operations and Support Manager to lead both people and operational improvements across the Technology Support and Desktop Engineering teams. You’ll guide IT service delivery for 1,000+ employee-owners nationwide and partner with IT, Business Systems, and Web Development to mature service management.

You’ll report to the Director of Technology Services and drive improvements in incidents, requests, problems, changes, and major incidents while helping select and

Qualifications

• 5+ years of IT support experience, including 3+ years of leadership.
• Hands-on ITSM/ITIL implementation and maturation aligned to business.
• Proven experience leading help desk and desktop engineering teams.
• Experience managing problems and major incidents with cross-functional resolution.
• Strong operational mindset with structured, rigorous processes.
• Excellent communication and collaboration across IT and business teams.

Responsibilities

• Own and evolve core ITIL practices and service performance with KPIs and SLAs.
• Lead Change Management across the IT organization and document outcomes.
• Head Major Incident Management and coordinate cross-functional resolution.
• Oversee the ITSM platform lifecycle, workflows, and future enhancements.
• Develop Technology End User Support and Desktop Engineering teams.
• Manage vendor relationships, procurement, inventory, and asset lifecycle.

Skills

ITIL/ITSM

Leadership

Incident management

Change management

Vendor management

Team development

Cross-functional collaboration

Data-driven decisions

Job description

Room & Board is hiring an IT Operations and Support Manager to lead both people and operational improvements across the Technology Support and Desktop Engineering teams. You’ll guide IT service delivery for 1,000+ employee-owners nationwide and partner with IT, Business Systems, and Web Development to mature service management.

You’ll report to the Director of Technology Services and drive improvements in incidents, requests, problems, changes, and major incidents while helping select and