IT Operations Manager

About Mersive

Mersive develops innovative collaboration solutions that enable teams to work more effectively together. We are a product-driven organization focused on building reliable, high-quality technology while continuously improving how we operate.

Our culture emphasizes trust, transparency, and personal accountability. In close collaboration across the organization with an emphasis on thoughtful problem-solving, clear communication, and continuous improvement, IT is deeply integrated into day-to-day business operations and plays an active role in enabling everyone to achieve their best.

Mersive is seeking an IT Operations Manager to provide hands-on, on-site leadership for our Denver Headquarters while supporting company-wide global IT operations. This is a hybrid, full-time salaried role with a minimum of three days per week on-site and flexibility as business needs require. The role reports directly to the Director of IT and functions as a trusted operational partner across systems administration, business systems support, service delivery, and day-to-day IT operations management.

This position is ideal for a career IT professional with 4-8 years of relevant experience who is ready to take ownership of IT operations, coordinate priorities across teams, and grow into broader operational leadership.

Serve as the primary on-site IT operations lead for Denver Headquarters, providing global support and systems management coordination.

• Own IT service request triage, prioritization, escalation, and resolution in alignment with established SLAs and business impact.
• Provide clear stakeholder updates, maintain concise internal documentation, and identify communication needs for recurring or high-impact issues.
• Coordinate onboarding and offboarding, including access, hardware, system readiness, deprovisioning, and HR or manager handoffs.
• Serve as a trusted escalation and decision-support point for day-to-day IT operations.

• Administer and monitor core systems, including:
  • Identity and access management platforms
  • Business applications and workflow tools
  • Documentation and service management platforms
  • Financial, customer, and business operations platforms
  • Development, cloud, and customer-facing operational systems
  • Network and local infrastructure administration
• Coordinate interdepartmental IT operational tasks.
• Manage access changes, permission reviews, audit workflows, and evidence collection.
• Support evaluation, onboarding, and administration of new systems as the environment evolves.

• Partner with the Director of IT on planning, tooling decisions, service reporting, vendor coordination, and cross-functional initiatives.
• Exercise sound judgment in IT decisions affecting users, systems, access, and security.
• Identify recurring issues, service trends, and risk areas; propose practical improvements and automation.
• Create, update, and maintain IT documentation, runbooks, knowledge base articles, and operational procedures.
• Refine workflows to improve visibility, accountability, response quality, and repeatability.

Success in this role is measured by delivering reliable, secure, and scalable IT operations that support Mersive's business objectives. The IT Operations Manager will:

• Deliver responsive IT support while consistently meeting service level expectations.
• Ensure seamless onboarding, offboarding, and business system administration.
• Maintain secure, reliable, and well-documented IT systems and processes.
• Support SOC 2, ISO 27001, and security compliance through effective access management, documentation, and audit readiness.
• Identify opportunities to automate processes, improve workflows, and enhance operational efficiency.
• Build strong partnerships across departments by providing proactive communication, sound judgment, and dependable IT leadership.
• Continuously improve the employee technology experience while supporting Mersive's growth and operational excellence.

Core Technical Skills

• Experience managing daily IT operations, project planning, and communications in a dynamic business environment.
• Ownership of user lifecycle management, access changes, and role-based access coordination.
• Hardware lifecycle ownership, from procurement coordination through deployment, support, refresh, and inventory control.
• ITSM-based service delivery experience, including triage, SLA tracking, escalation, and reporting.
• Vendor coordination, support escalation, procurement follow-up, and service accountability.

Identity, Access & Platform Administration

• Practical experience administering identity and access management controls.
• Experience administering cloud, SaaS, on-site, automation, and scripting environments.
• Working knowledge of security and compliance fundamentals, including least privileged access, access reviews, and audit evidence.

Experience & Background

• 4-8 years of hands-on…