IT Operations Manager

Harbinger is hiring an IT Operations Manager to lead the team that keeps our people, offices, and factory running. This person will be responsible for end-user support, on-call coverage, and service levels, and will grow the IT operations team as the company scales.

• Hire, onboard, and develop IT Specialists and Administrators, including 1-on-1s, goal setting, and performance reviews

• Run day-to-day IT support across office, engineering, and manufacturing environments, with schedules and coverage for every site and shift

• Define and report on SLAs for response and resolution, with faster targets for issues that stop production

• Lead IT on-call, including rotation, escalation paths, runbooks, and after-hours coverage for production shifts

• Administer the core collaboration systems employees use every day, such as Google Workspace, Slack, Zoom, Jira, and Confluence, including licensing, settings, and user support

• Keep conference rooms and AV running, including Zoom Rooms on Logitech and Neat systems, displays, room scheduling panels, and all-hands and event spaces

• Build out and maintain Serval, our AI-powered service desk, including the service catalog, workflows, automations, and knowledge base

• Handle the IT side of onboarding and offboarding, plus the full device and asset lifecycle

• Manage the IT operations budget and support vendors, and partner with Cybersecurity on access reviews, phishing response, and audit evidence

• Report SLA performance, on-call activity, and operational trends to IT leadership

Experience

• 7+ years in IT operations or support, including 3+ years managing a team with direct reports, on-call rotations, and performance reviews

• Experience supporting a manufacturing, production, or other 24/7 environment strongly preferred

Technical Competencies

• Hands-on administration of a service desk platform such as Serval, Jira Service Management, or ServiceNow, plus on-call tools such as PagerDuty

• Deep knowledge of Endpoint device management on macOS, Windows, mobile, and Linux using tools like Intune, Jamf, and JumpCloud

• Admin level knowledge of Identity and Access Management tools. Such as Okta, Jumpcloud, and Entra ID

• Experience supporting conference room AV, such as Logitech or Neat video systems, displays, and scheduling panels

• Working knowledge of networking (Wi-Fi, switching, VLANs, VPN) and, ideally, MES, shop floor devices, and industrial networks

• Familiarity with ITIL practices and scripting for automation

Soft Skills

• Clear communicator with everyone from the production floor to executives, especially during incidents

• Builds teams people want to stay on, with clear expectations and honest feedback

• Documents as they go and is comfortable pointing requests to the right owner