Internal Manager, Workplace Technology

About Star Rez

Star Rez is the global leader in student housing software, providing innovative solutions for on and off-campus housing management, resident wellness and experience, and revenue generation. Trusted by 1,400+ clients across 25+ countries, Star Rez supports more than 4 million beds annually with its user-friendly, all-in-one platform, delivering seamless experiences for students and administrators. With offices in the United States, Australia, the UK, and India, Star Rez blends the robust capabilities of a global organization with the personalized care and service of a trusted partner.

We are seeking a Manager, IT Operations to lead employee technology support and IT operations across Star Rez. In this role you will manage the support engineering and IT operations team while owning IT asset lifecycle management, endpoint operations, vendor relationships, and the processes that keep all of it running.

Reporting to the Senior Director of IT, you will make sure employees get secure, timely, well-handled technology support. The role mixes hands‑on operational leadership with people management: developing the team, improving service delivery, keeping asset and endpoint controls tight, and building processes that work across a global organization.

• Work Location:
  
  Hybrid, Denver, CO (US)
• Travel: 10% (The percentage of travel is an estimation and could vary up or down based on business needs.)
• Reporting Structure:
  This role reports to the Senior Director, Workplace Technology.

• Leading and developing the support engineering and IT operations team, including hiring, onboarding, goal setting, coaching, performance management, and career development, with clear ownership, escalation paths, coverage expectations, and service standards across the team.
• Day-to-day service desk operations, tracking ticket volume, backlog, resolution times, customer satisfaction, and recurring incidents to improve performance, and acting as the primary escalation point for complex user-support issues and high-impact operational incidents.
• Incident, request, problem, change, knowledge, and service-level management practices, supported by well-documented processes, knowledge articles, troubleshooting playbooks, and self-service resources that reduce support demand.
• The complete IT asset lifecycle, from forecasting, procurement, and deployment through inventory, maintenance, refresh, recovery, and secure decommissioning, with accurate inventory and reporting through Service Now, SCCM, or similar platforms.
• Endpoint provisioning and management for Windows, macOS, and mobile devices using tools such as Microsoft Intune, Jamf, and Autopilot, including onboarding, offboarding, device replacement, and hardware refresh in partnership with People & Culture, Security, Finance, and Procurement, and expanding zero-touch provisioning so the employee experience stays consistent as the organization grows.
• Partnership with Security so endpoints, assets, and operational processes meet Star Rez requirements, covering endpoint security, mobile device management, access control, patch management, and vulnerability remediation, alongside regular asset and operational audits, device and BYOD policy, secure disposal, and support for IT audits, risk assessments, and business continuity planning.
• Administration of the core IT service management and ticketing platform, including workflows, queues, service-level targets, automations, and reporting, along with vendor relationships for hardware, software, warranties, repairs, contracts, and managed services, and partnership with Finance and Procurement on budgeting, spend tracking, renewals, forecasting, and cost optimization.

• 5+ years of progressive experience in IT support, service delivery, endpoint operations, IT asset management, or a related IT operations function.
• 2+ years leading, supervising, mentoring, or developing IT support professionals.
• Demonstrated experience managing or improving an IT service desk or employee technology support function.
• Experience with IT asset lifecycle management, endpoint provisioning, hardware procurement, vendor management, and IT service management practices.
• Experience supporting Windows and macOS environments in a distributed or hybrid organization.
• Hands-on experience with endpoint management and service management platforms such as Microsoft Intune, Jamf, Autopilot, Service Now, SCCM, Microsoft 365, Jira, or Confluence.
• Working knowledge of device imaging, software deployment, patch management, mobile device management, and endpoint security.
• A data-driven approach to service delivery, using metrics to find problems and improve outcomes.
• Strong communication and stakeholder management skills across People & Culture, Finance, Procurement, Security, and Technology.
• Organized and process-oriented, with a track record of building documentation and operational workflows that hold up as an organization grows.