IT Operations Manager

Role Overview

ShipMonk is seeking a highly organized, hands-on IT Operations Manager to lead the IT Service Desk function while providing strong technical leadership and visibility across IT Infrastructure.

This role serves as the eyes and ears of the IT Director, ensuring day-to-day execution is tight, issues are surfaced early, and leadership has accurate, timely reporting. While Infrastructure Engineers report directly to the IT Director, this role must be technically fluent in infrastructure to troubleshoot, escalate, coach, and coordinate effectively.

This is not a pure service desk role and not an infrastructure architect role. It is an execution-focused IT leader who blends technical depth, operational discipline, and people leadership.

IT Infrastructure Leadership (Technical Oversight)

• Maintain strong working knowledge of ShipMonk’s Ubiquiti-based infrastructure, including:
• Switches, gateways, access points
• VLANs, routing, Wi-Fi design and troubleshooting
• UPS systems, power redundancy, rack standards
• MDF / IDF layouts and cabling standards
• Able to troubleshoot and configure network gear as needed
• Support Infrastructure Engineers during:
• Site launches
• Outages and P1 incidents
• Hardware failures and performance issues
• Validate infrastructure readiness before go-lives
• Ensure infrastructure changes are documented and auditable
• Partner closely with the IT Director on risk identification and mitigation
  
  

Note: This role does not own infrastructure architecture but must be capable of hands-on support and escalation leadership.

IT Service Desk Leadership

• Lead and manage the IT Service Desk team
• Own daily operations:
• Ticket intake, prioritization, and escalation
• SLA adherence and response quality
• Incident and problem management
• Serve as primary escalation point for P1/P2 issues
• Coach and mentor support staff on:
• Technical skills
• Communication
• Ownership and accountability
• Run regular team meetings, standups, and retrospectives
• Ensure consistent support across all warehouses and offices

Applications & Tooling (Must Be Fluent In):

• Asana – task tracking, project execution, operational visibility
• Okta SSO – access management and troubleshooting
• Google Workspace – admin support, security, and user lifecycle
• Zapier / Automation tools – basic workflow automation
• Service Desk platform(s) – ticketing, SLAs, reporting
• Endpoint management (macOS & Windows)

Reporting, Visibility & RCA Ownership

• Act as the single operational reporting owner for IT Operations
• Build and maintain dashboards and reports covering:
• Ticket volume and trends
• SLA performance
• Incident frequency
• Recurring problem areas
• Prepare executive-ready summaries for the IT Director
• Lead and author Root Cause Analyses (RCAs) for incidents
• Track corrective actions through closure
• Surface risks early and propose mitigation plans
  
  

Operational Execution

• Coordinate incident response across Service Desk and Infrastructure
• Support site launches, expansions, and remediation efforts
• Travel onsite as required to support business-critical operations
• Maintain clean documentation, runbooks, and SOPs
• Ensure audit readiness and operational discipline

Professional Expectations

• Strong sense of urgency and ownership
• Highly organized with excellent follow-through
• Calm and decisive during incidents
• Strong communicator with IT, Ops, and leadership
• Able to manage up and down effectively
• Comfortable operating in fast-paced warehouse environments

Education & Certifications

• Bachelor’s degree in Information Technology, Information Systems, or related field required
• Equivalent experience may be considered
  
  
• Highly desirable certifications:
• ITIL Foundation
• CompTIA Network+
• CompTIA A+
• Ubiquiti (URSCA or equivalent familiarity)
• Continuous learning and certification encouraged