IT Operations and Support Manager

Overview

You're a leader with a passion for developing and strengthening high-performing teams and ensuring technology works seamlessly for the business. You bring structure without rigidity, lead with curiosity, and understand that great service starts with deeply understanding the people and processes you support. If you’re looking to lead a connected, end-user-focused technology function and drive meaningful improvement, discover a career designed to be different.

Join Room &Board'sTechnology

Services team as an IT Operations and Support Manager
, where you will lead our Technology Support (Help Desk) and Desktop Engineering teams under a unified vision for end-user technology services. In this role, you'll be responsible for ensuring the reliable delivery of end-user devices, responsive support, and a consistent, high-quality experience across our organization.

Beyond leading Technology Support and Desktop Engineering, you'll play a key role in advancing our service management capabilities through ownership of our ITSM platform, Major Incident Management, and Change Management practices. While this role directly leads end-user support functions, its influence extends across the broader IT organization through collaboration with technical and business teams to improve processes, strengthen operational maturity, and ensure services remain reliable, secure, and aligned with organizational priorities.

In doing so, you'll help build a scalable support model that enables both our business and staff to succeed.

Our Technology Services team is comprised of desktop engineers, support technicians, systems engineers, network engineers, a project manager, and interns (approximately 15 team members), and supports more than 1,000 employees nationwide. Reporting to the Director of Technology Services, this role is equal parts people leader, operational strategist, and business partner. You will bring structure and accountability while taking the time to listen, learn, and assess how teams and the business operate today, then thoughtfully evolve our approach to deliver consistent, efficient, and user-centered services.

Work Location:

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

This role requires working on-site5 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…