Sr. Manager, IT Operations

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business‑critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity.

Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e‑signature and contract lifecycle management (CLM).

As the Senior Manager of IT Operations for our HQ, you will serve as the strategic anchor for our most critical corporate office. You are not just managing IT support; you are curating the technology experience for our Executive Leadership Team and the broader employee base. You will lead a high‑performing team responsible for seamless daily operations while pivoting instantly to support high‑stakes global events.

You will act as a change agent, championing the adoption of AI and automation to eliminate routine operational toil, allowing your team to focus on high‑value initiatives.

This position is a people manager role reporting to the Director, IT Operations.

Responsibility

• Lead, mentor, and scale a team of IT Support Engineers and AV specialists
• Foster a culture of "white‑glove" service excellence, ownership, and continuous learning
• Orchestrate the end‑to‑end technical delivery of high‑visibility internal and external events, including Global Townhalls, Quarterly Business Reviews (QBRs), Investor Days ("Investor Bus"), and live TV/media interview
• Ensure broadcast‑quality execution for video conferencing, live streaming, and audio‑visual setups
• Drive the "Future of Work" within IT Operations
• Identify manual, repetitive workflows and architect solutions using AI tools, scripting (Power Shell/Python), and automation platforms to increase efficiency and reduce ticket volume
• Oversee the lifecycle of IT hardware, software, and conference room technology within HQ
• Manage vendor relationships, procurement, and asset management to ensure the office is always "camera‑ready"
• Serve as the primary IT liaison for the C‑Suite and Executive Assistants
• Build strong cross‑functional relationships with Internal Communications, Investor Relations, and Facilities to ensure technology seamlessly supports business objectives
• Act as the escalation point for complex technical issues, ensuring rapid resolution and root cause analysis (RCA) to prevent recurrence

Hybrid: Employee divides their time between in‑office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in‑office expectation)

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• 8+ years of experience in IT Operations or Corporate Engineering, with at least 4+ years of people management experience, preferably within a global or matrixed organization
• Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience
• Experience and knowledge of the modern SaaS IT stack:
  Okta, Active Directory/Azure AD, JAMF (macOS), Intune (Windows), Zoom, Slack, Google Workspace / Microsoft 365
• Experience with ITSM tools (Service Now, Jira Service Management) and defining SLAs/KPIs

Preferred

• Experience leveraging AI/LLMs (e.g., Copilot, ChatGPT Enterprise) to solve operational problems
• Ability to write scripts (Power Shell, Python, Bash) or use low‑code/no‑code platforms (Zapier, Workato) to automate onboarding/offboarding and routine maintenance
• Experience working with geographically dispersed teams and understanding regional compliance requirements (GDPR, etc.)
• Exceptional communication skills with…