IT Operations & Support Manager

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

Join Room & Board as our IT Operations and Support Manager and help shape the future of IT service delivery at our 100% employee-owned company. This role is an opportunity to lead both people and operational improvement by guiding our Technology Support and Desktop Engineering teams while driving the continued maturity of how IT delivers services across the organization.

You’ll lead a team of seven team members across Technology Support and Desktop Engineering, including five full-time employees and two interns, responsible for delivering a reliable and consistent technology experience for more than 1,000 employee-owners nationwide. Beyond team leadership, you’ll partner across our IT organization’s three functions, including Technology, Business Systems, and Web Development, to enhance service management practices, strengthen operational consistency, and enhance collaboration. As we implement a new Service Management platform, you’ll play a key role in product selection and implementation to build a stronger foundation for our future.

Reporting to the Director of Technology Services, this role is ideal for a leader who believes great technology services start with great teams, strong partnerships, and a deep understanding of the business we support. You bring structure without rigidity, lead with curiosity, and understand that sustainable improvements come from listening, learning, and building solutions that work for the people who rely on them. You’ll enjoy developing people, improving operations, and bringing teams together around common goals while owning and continuously improving IT Service Management practices that strengthen how we manage incidents, requests, problems, change, and major incidents. By balancing data-driven insights with an understanding of the people and business processes behind the metrics, you’ll ensure our service practices are practical, adopted, and continuously evolving to meet the needs of our employee-owners.

Work Location:

4600 Olson Memorial Highway, Golden Valley, MN (off Hwy 100 & 55)

This role requires working on-site 5 days per week during the initial on-boarding and acclimation period. Once fully established in the role, there is potential for 1 remote workday per week. Additionally, there is an on-call responsibility associated with this role. We are not considering remote candidates for this position.

You’ll share your talents in the following ways as an IT Operations and Support Manager:

• Own and evolve core ITIL practices and service performance, establishing KPIs and SLAs and using data and operational insight to drive continuous improvement across Incident, Request, Problem, Change, and Major Incident Management.
• Serve as the accountable leader for Change Management across our IT organization by scheduling, facilitating and documenting meetings, ensuring appropriate compliance, risk awareness, and communication.
• Serve as the accountable leader for Major Incident Management across our IT organization, driving resolution by facilitating incident bridges, cross-functional technical response, stakeholder communications, and post incident reviews.
• Own the continuous improvement of our IT Service Management platform (including upcoming implementation of a new platform), including workflows, reporting, standards, automation, and future enhancements.
• Lead and develop the Technology End User Support and Desktop Engineering teams, balancing team performance, operational consistency and staff professional growth.
• Provide leadership and oversight for vendor relationships, hardware and software procurement, inventory, and asset lifecycle to maintain cost-effective, high-quality support.

You embody these core attributes and qualities as an IT Operations and Support Manager:

• Business-Oriented Thinker: Seeks to understand how teams work, the tools they use, and why it matters.
• Service Experience Advocate: Focuses on improving consistency and ease of support for end users.
• Collaborative Leader: Builds strong relationships across IT and business teams, leading through influence as well as authority.
• Incident Leader: Confidently steps in during high-pressure situations, bringing clarity, coordination, and direction.
• Balanced Operator: Brings visibility and rigor to operations without needing to work in the weeds.

Additionally, you'll bring the following experience and demonstrated skills as an IT Operations and Support Manager:

• 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, with strong leadership and coaching abilities that elevate team performance and growth.
• Demonstrated experience managing problems and major incidents and coordinating cross-functional resolution.
• Strong operational mindset, with the ability to bring structure and rigor without getting lost in day-to-day ticket execution.
• Ability to listen, assess, and implement thoughtful improvements rather than applying one-size-fits-all solutions.
• Excellent communication and collaboration skills, with the ability to partner effectively across technical and business teams.
• Strong analytical and problem-solving skills, with a focus on continuous improvement.

What you’ll find working here as an IT Operations and Support Manager:

• Salary: $105,000 - $130,000 / yr., depending on experience.
• Benefits that focus on holistic well-being. The whole person matters, not just the one who shows up for work. That’s why we invest in holistic well-being that supports and encourages you to live a full life. Besides a competitive paycheck, we offer benefits to help you thrive in every aspect of life. That includes three weeks of paid vacation, a generous 401(k) match, profit-sharing and more. As a 100% employee-owned company, staff members working 1,000 hours or more in a 12-month period are eligible to participate in our Employee Stock Ownership Plan (ESOP). This plan acts as an additional Retirement Savings Plan fully funded by Room & Board.
• Meaningful work. We create a meaningful work experience by empowering everyone to contribute, taking pride in everything we do, and making the world sustainable, inclusive, and beautiful.
• A culture of respect. We sustain a culture of respect by relying on our shared values, building supportive and kind teams, and ensuring all voices are heard and celebrated.

To view our benefits in detail and to learn more about our culture, please visit https://www.roomandboard.com/careers.

Application Deadline: The position will remain open until filled; there is no specified deadline.

Room and Board is a modern furniture and home decor retailer committed to creating beautiful, well-made products while providing exceptional customer service. Our mission is to help people create homes they love through timeless designs, sustainable practices, and a focus on quality craftsmanship. To learn more about our company, please visit https://www.roomandboard.com.