IT Operations Manager, End User Services

Funko Overview

Welcome to the Funko-verse, a world built on pure imagination, a land governed by the philosophy that stories matter, a universe comprised of characters from countless fandoms, a galaxy of once upon a times and happily ever afters.

Funko is a purveyor of pop culture and licensed-focused collectibles company. Funko currently holds thousands of licenses and the rights to create tens of thousands of characters – one of the largest portfolios in the pop culture and collectibles industry. Funko’s Pop! Vinyl is the number one stylized vinyl collectible on the market, selling millions of figures to fans around the world.

Leadership & Team Management

• Lead, coach, develop, and evaluate a distributed team of Desktop Support and Workplace Technology professionals.
• Establish service expectations, operational metrics, and performance goals.
• Conduct regular one-on-ones, performance reviews, and career development planning.
• Foster a culture of accountability, customer service excellence, and continuous improvement.
• Manage staffing, scheduling, on-call rotations, and third-party support resources.

Hands-On Technical Leadership

• Serve as the escalation point for complex desktop, collaboration, and workplace technology issues.
• Actively participate in incident response, troubleshooting, and resolution of high-priority technical issues.
• Provide direct support to executive leadership and key business stakeholders when required.
• Assist with endpoint deployments, office technology rollouts, conference room support, and major company events.
• Partner with Infrastructure, Security, and Engineering teams to resolve cross-functional technical challenges.

Help Desk & End User Services

• Oversee daily service desk operations, ticket queues, escalations, and service request fulfillment.
• Ensure SLA and customer satisfaction targets are achieved across all supported locations.
• Analyze support trends and implement process improvements that increase efficiency and service quality.
• Develop and maintain knowledge base content, operational procedures, and support documentation.
• Drive adoption of ITSM best practices including Incident, Problem, Change, and Request Management.

Workplace Technology & AV Operations

• Own operational support for conference room technology, AV systems, Microsoft Teams Rooms, and collaboration platforms.
• Ensure meeting spaces are reliable, standardized, and effectively supported.
• Coordinate technology requirements for executive meetings, town halls, and special events.
• Partner with Facilities and business stakeholders on office technology improvements and projects.

Endpoint & Asset Management

• Oversee hardware lifecycle management including procurement, deployment, inventory, refresh programs, and asset recovery.
• Ensure endpoint compliance and security standards are maintained.
• Collaborate with Security and Infrastructure teams on endpoint management initiatives.

Operational Excellence

• Develop and report on key service metrics, including ticket volume, resolution times, customer satisfaction, and team performance.
• Participate in budget planning, forecasting, and vendor management.
• Identify opportunities for automation, self-service, and operational improvements.
• Support business continuity and disaster recovery planning for end-user technology services.

• Bachelor’s degree in Information Technology, Information Systems, Business Administration, or equivalent experience.
• 3+ years of experience leading IT support, service desk, desktop support, or workplace technology teams.
• 5+ years of progressive experience in end-user support, IT operations, or infrastructure environments.
• Experience managing geographically distributed teams across multiple locations and time zones.
• Strong hands‑on experience supporting Microsoft 365, Teams, Windows, macOS, and endpoint management platforms.
• Experience with conference room technologies, AV systems, and collaboration tools.
• Experience with ITSM platforms such as Service Now, Jira Service Management, Fresh service, or similar, specifically in a SOX controlled environment
• Demonstrated ability to balance leadership responsibilities with day‑to‑day…