Manager of IT Operations

Manager, IT Operations & Delivery

Responsible for leading Voyager’s IT operations function, including service desk, device management, onboarding and offboarding, and IT support to ensure that Voyager’s technology foundation scales reliably with the pace of the company’s growth.

Reports to the Chief Information Officer (CIO) and is part of the Information Technology organization. This role is on‑site in Long Beach, CA, with regular travel to Voyager facilities and operational sites across the United States required. Candidates will also be considered on‑site in Houston (Webster), TX;
San Diego, CA;
Denver, CO; or Folsom, CA.

In this role, the essential functions are:

• Lead Voyager’s IT operations function, including service desk and Tier 1–3 end‑user support, identity and access management, device lifecycle management (strategy, procurement, provisioning, decommission, and inventory management), and IT onboarding and offboarding programs that serve a rapidly growing, geographically distributed workforce
• Build with an AI‑first approach; seeking opportunities to scale with AI support wherever possible
• Build, lead, and develop a high‑performing IT operations team, establishing clear service delivery standards, SLAs, escalation frameworks, knowledge base, and a culture of accountability and continuous improvement
• Partner with the cybersecurity team to ensure IT operations practices align with Voyager’s cybersecurity posture, CMMC requirements, ITAR and EAR compliance obligations, and enterprise risk management framework
• Manage vendor relationships, managed service providers, and technology partners that support IT operations, driving performance accountability, commercial discipline, and alignment to Voyager’s strategic direction
• Own configuration and development of the IT Service Desk software to ensure auto‑triage, ticket assignment, ticket health dashboards, individual performance metrics, and excellent customer UX for ticket submissions
• Own device management ensuring pre‑configured ready‑to‑go devices for all employees, within budget; including device inventory and outsourcing vendor management and development
• Own User Training for employees to ensure they know how to use our tools and systems to receive IT support and ticketing
• Develop Voyager’s IT ticketing system; be proactive and results‑driven; ensure a modern IT ticketing experience for all users

If your experience aligns with our basic qualifications and you are inspired by our mission, we’d like to connect.

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business or a related field with 3 years of experience in IT operations, management, or related functions OR 5 years’ experience in lieu of a degree
• 5+ years leading IT operations teams or other high‑volume ticket teams with demonstrated success building and scaling service desk and end‑user support in a complex, multi‑site environment
• Technical expertise in IT service desk solutions
• Proven ability to design and operate distributed, multi‑site IT environments, managing device configurations and inventory and service desk support functions across geographically dispersed facilities and remote work forces
• Demonstrated experience building team organizational structure, hiring, and developing technical talent in a high‑growth environment
• Strong executive communication and cross‑functional stakeholder management skills, with experience translating operational complexity into strategic recommendations for leadership audiences

• Experience with Microsoft 365, Intune, Entra  (Azure AD), Halo, Zendesk, Service Now, Jira, or other tooling solutions in an enterprise environment, including zero‑trust architecture patterns
• Relevant industry certifications such as ITIL, ITSM, or Administrator certifications

• Travel up to 30%, including the possibility of overnights, to Voyager facilities, operational sites, and partner locations across the United States
• Ability to lift, move, or carry IT equipment and hardware up to 50 pounds in support of site activations and infrastructure deployments
• This…