Manager Of It Operations And Governance

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Management US

11 days ago Requisition

Salary Range: $ To $ Annually

Position Summary

Authenticom is seeking a motivated, service-oriented Manager, IT Operations & Governance to lead our end-user technology operations and support the continued development of our IT service management, security, governance, and compliance practices.

This role is ideal for an emerging technology leader who is ready to take the next step in their career. The Manager will oversee day-to-day end-user IT services and serve as an escalation point for company technology needs.

Reporting to the Director of Architecture, this role will work closely with internal teams, technology vendors, and Authenticom's third-party compliance partner to support reliable SaaS operations, maintain SOC 2 readiness, strengthen security practices, and continually improve the end-user technology experience.

The ideal candidate is organized, collaborative, curious, and comfortable balancing hands-on operational responsibilities with process improvement.

What You'll Do

End-User IT Operations

• Oversee the day-to-day delivery of end-user IT services across the organization.
• Ensure employees receive responsive, professional, and high-quality technology support.
• Manage technology onboarding and offboarding activities, including laptop setup, equipment delivery and return, account provisioning, access changes, and software assignments.
• Serve as an escalation point for complex or sensitive employee technology issues.
• Oversee endpoint administration, device management, productivity tools, software access, and identity and access processes.
• Manage the lifecycle of company laptops, hardware, software, licenses, and other technology assets.
• Maintain accurate technology inventories and supporting documentation.
• Identify opportunities to automate, standardize, and improve end-user technology processes.
• Partner with HR and hiring managers to support a consistent and timely new-hire technology experience.

IT Service Management

• Support the development and ongoing maturity of Authenticom's IT service management practices.
• Coordinate the implementation and rollout of new internal technology services, tools, and processes.
• Manage incident and service-request processes, ensuring issues are prioritized, communicated, documented, and resolved appropriately.
• Support problem management activities and coordinate directed root cause analysis for recurring or significant issues.
• Track corrective actions resulting from incidents, service disruptions, and root cause reviews.
• Establish, document, and monitor internal support service levels and response expectations.
• Track service performance, support trends, ticket volume, resolution time, and other relevant operational metrics.
• Measure and continually improve the end-user technology experience, including employee satisfaction and CSAT feedback.
• Develop and maintain an IT service catalog that clearly identifies available services, request processes, ownership, and expectations.
• Maintain knowledge-management practices, including internal support documentation, user guides, troubleshooting materials, and knowledge-based articles.
• Promote continual improvement across IT service delivery, support processes, and employee technology experiences.

Information Security

• Partner with the security function to support endpoint security, identity and access management, vulnerability remediation, security awareness, and other security initiatives.
• Help ensure security controls and secure operating practices are incorporated into technology services and support…