Senior Manager, IT Operations & Applications Support

We’re Looking For A(n): Senior Manager, IT Operations & Applications Support

Location: Hybrid (El Segundo, CA & Burbank/North Hollywood, CA)

What You’ll Be Doing: The Senior Manager of IT Operations & Applications Support is the operational backbone of Golden Pet Brands’ technology organization. This role owns the full spectrum of IT support — from end-user help desk and infrastructure (Meraki, Azure, Google Workspace, M365) to business-critical application production support across NetSuite, Salesforce, and Deposco WMS.

Reporting to the VP of Technology, this leader will build and manage a team of 3–5 blended technologists spanning help desk technicians and applications support developers. This role is foundational to maintaining operational stability, enforcing cybersecurity best practices, and delivering disciplined enhancement delivery in partnership with our Business Systems Analyst. This is a hands-on leadership role. The right candidate brings direct, recent experience with the core platforms in our stack and a proven track record of building high-performing support organizations in fast-moving DTC or e-commerce environments.

Team Leadership & Org Build

• Recruit, onboard, and manage a team of 3–5 help desk technicians and applications support developers.
• Define team structure, escalation paths, and coverage models to support a 7-day-a-week DTC operation.
• Serve as a player-coach during the ramp phase, directly resolving complex tickets and contributing to application enhancements alongside the team.
• Establish performance expectations, career development plans, and KPI accountability for each team member.
• Deliver focused AI adoption to accelerate code production, workflow simplification, and support delivery

Help Desk & Infrastructure Operations

• Own end-user IT support across all GPB locations and remote workforce — hardware provisioning, account management, and SLA-driven incident resolution.
• Administer and optimize the Cisco Meraki network environment including switching, wireless, and SD-WAN.
• Manage the Microsoft Azure / Entra ID tenant including identity governance, conditional access, and device management (Intune/MDM).
• Oversee Google Workspace and Microsoft 365 administration including licensing, security policies, and user lifecycle management.
• Enforce cybersecurity best practices including endpoint protection, MFA, phishing awareness, and vulnerability patching.
• Maintain incident response playbooks and serve as the IT lead during security events.

Applications Support — NetSuite, Salesforce & WMS

• Manage day-to-day support and administration of NetSuite ERP, Salesforce CRM, and Deposco WMS, ensuring system stability and user enablement.
• Triage, prioritize, and resolve application incidents and service requests within defined TTR benchmarks.
• Partner with the Business Systems Analyst (BSA) to manage an organized enhancement backlog, delivering improvements via structured sprint cycles.
• Oversee user provisioning, role configuration, and access governance across all business applications.
• Coordinate with integration vendors (Jitterbit) and platform partners on break/fix and upgrade activities.
• Maintain system documentation, runbooks, and change log standards.

Operational Metrics & Continuous Improvement

• Own and report on key IT KPIs: Time-to-Resolution (TTR), ticket volume/trends, SLA compliance, system uptime, and sprint velocity.
• Drive cost efficiency initiatives across software licensing, vendor contracts, and support tooling.
• Champion process automation and self-service capabilities to reduce repetitive tier-1 load on the team.
• Contribute to the broader IT roadmap.

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Hands-on fluency with NetSuite, Salesforce, and a WMS platform (Deposco or comparable); able to configure, troubleshoot, and guide developers without relying solely on vendor support.
• Strong working knowledge of Cisco Meraki, Microsoft Azure / Entra ID, Google Workspace, and M365 in a multi-site or hybrid workforce environment.
• Applied understanding of cybersecurity fundamentals: endpoint protection, zero-trust access, incident response, and compliance controls.
• Demonstrated ability to build and lead a blended team of infrastructure and applications technologists, including hiring, coaching, and performance management.
• Experience operating a sprint-based enhancement delivery model in a stable, production applications environment — ideally partnering with a BSA or product owner.
• Data-driven mindset with a habit of tracking operational metrics (TTR, SLA compliance, sprint throughput) and using them to drive team decisions.
• Strong communicator — able to translate technical issues into business impact for executive stakeholders and clearly set expectations with end users.

Required Experience:

• Bachelor’s Degree in Information Technology, Computer Science, or equivalent experience.
• 7+ years in IT operations, help desk management, or enterprise applications support.
• 3+ years in a people management role with direct reports.
• Hands-on experience with NetSuite ERP administration or development.
• Demonstrated experience managing Microsoft Azure / Entra ID and Google Workspace environments.
• Working knowledge of Cisco Meraki networking and enterprise cybersecurity practices.

Preferred Experience:

• Familiarity with eCommerce CRMs (ie: Salesforce administration - Sales Cloud and/or Service Cloud) and WMS platforms in a fulfillment or operations context.
• Experience in a DTC, e-commerce, or subscription commerce environment.
• Familiarity with Jitterbit or comparable iPaaS integration platforms.
• Exposure to ITSM/ticketing platforms (Jira Service Management, Zendesk, or similar).
• Experience with Agile/sprint-based delivery methodologies in an IT support context.

Preferred Licensure/Certification:

• ITIL Foundation, CompTIA Security+, Microsoft Azure Administrator Associate, or Salesforce Certified Administrator.

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus.
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

The base salary range is $117,000-$146,000, plus bonus potential.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. 

Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.