IT Operations & Support Leader: On-Site, ESOP & Growth

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

Benefits offered by this job

Three weeks of paid vacation

Generous 401(k) match

ESOP

Job summary

Room & Board, a national furniture and home decor retailer, seeks an IT Operations and Support Manager to lead our Technology Support and Desktop Engineering teams from a unified vision for end-user technology services.

You will own ITIL practices, drive incident management excellence, and shape a scalable, user-centered support model across a 1,000+ employee organization with on-site operations in Golden Valley, MN.

Qualifications

• 5+ years of IT support experience, including 3+ years of leadership.
• Hands-on experience implementing and maturing ITSM/ITIL practices in a practical, business‑aligned way.
• Proven experience leading and developing support/help desk and/or desktop engineering teams.
• Demonstrated experience managing problems and major incidents and coordinating cross‑functional resolution.
• Strong operational mindset with structured, rigorous approach to IT operations.
• Ability to listen, assess, and implement thoughtful improvements, not one-size-fits-all solutions.
• Excellent communication and collaboration skills across IT and business teams.
• Strong analytical and problem-solving skills.

Responsibilities

• Own and evolve ITIL practices and service performance, establishing KPIs and SLAs and driving continuous improvement across Incident, Request, Problem, Change, and Major Incident Management.
• Lead Change Management across the IT organization by scheduling, facilitating and documenting meetings with risk awareness and clear communication.
• Lead Major Incident Management across the IT organization, coordinating incident bridges and post-incident reviews.
• Oversee the IT Service Management platform, including new platform implementation, workflows, reporting, standards, automation, and enhancements.
• Lead and develop the Technology End User Support and Desktop Engineering teams, balancing performance and growth.
• Provide leadership for vendor relationships, hardware/software procurement, inventory, and asset lifecycle.

Skills

ITIL leadership

ITSM practices

Leading support teams

Incident & Major Incident Management

Communication & collaboration

Analytical/problem-solving

Tools

ITSM platform

Job description

Room & Board, a national furniture and home decor retailer, seeks an IT Operations and Support Manager to lead our Technology Support and Desktop Engineering teams from a unified vision for end-user technology services.

You will own ITIL practices, drive incident management excellence, and shape a scalable, user-centered support model across a 1,000+ employee organization with on-site operations in Golden Valley, MN.