IT Operations & Support Manager

Join Room & Board as our IT Operations and Support Manager and help shape the future of IT service delivery at our 100% employee-owned company
. This role is an opportunity to lead both people and operational improvement by guiding our Technology Support and Desktop Engineering teams while driving the continued maturity of how IT delivers services across the organization.

You’ll lead a team of seven team members across Technology Support and Desktop Engineering, including five full-time employees and two interns, responsible for delivering a reliable and consistent technology experience for more than 1,000 employee-owners nationwide. Beyond team leadership, you’ll partner across our IT organization’s three functions, including Technology, Business Systems, and Web Development, to enhance service management practices, strengthen operational consistency, and enhance collaboration.

As we implement a new Service Management platform, you’ll play a key role in product selection and implementation to build a stronger foundation for our future.

Reporting to the Director of Technology Services, this role is ideal for a leader who believes great technology services start with great teams, strong partnerships, and a deep understanding of the business we support. You bring structure without rigidity, lead with curiosity, and understand that sustainable improvements come from listening, learning, and building solutions that work for the people who rely on them.

You’ll enjoy developing people, improving operations, and bringing teams together around common goals while owning and continuously improving IT Service Management practices that strengthen how we manage incidents, requests, problems, change, and major incidents. By balancing data-driven insights with an understanding of the people and business processes behind the metrics, you’ll ensure our service practices are practical, adopted, and continuously evolving to meet the needs of our employee-owners.

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

This role requires working on-site 5 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.

• 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.

• 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 relationships across IT and business teams, leading through influence as well as authority.
• Incident Leader:
  Confidently steps in during high-pressure situations, bringing…