Sr. Manager, Global IT Operations

We are seeking a highly experienced Senior IT Operations Manager to lead our End User Services (Tier 1 & 2), Workplace Productivity & Collaboration, Endpoint Engineering, ITSM, and AV functions. This role is responsible for delivering a world-class technology experience by ensuring operational excellence across our core IT services and providing high-touch support for the digital tools that power our teams.

• Team Leadership & Support Delivery: Lead and develop a high-performing multi-functional IT operations team overseeing Tier 1 Service Desk and Tier 2 IT Support.
• Workplace Productivity & Collaboration Support: Provide and manage end-to-end support for the workplace productivity stack and collaboration tools, ensuring seamless user experiences, rapid troubleshooting, and effective tool adoption.
• Asset Lifecycle Management: Own the full hardware and software asset lifecycle for End User Computing (EUC), including procurement, automated provisioning, software license compliance, and secure retirement.
• AV & Conferencing Services: Oversee the implementation and maintenance of all office Audio Visual (AV) and Video Conferencing systems to ensure seamless hybrid meeting experiences.
• ITSM Maturity: Define and mature ITSM processes, including incident, request, knowledge, and problem management to drive standardization and continuous improvement.
• Operational Execution: Establish operational roadmaps, OKRs, and capacity plans for each pillar, including EUS, Systems, Endpoint, and Digital Workplace.
• Device Management: Own the device management strategy across macOS, Windows, and mobile platforms, ensuring scalable and secure configurations.
• Cross-Functional Collaboration: Partner with other IT Functions, HR, Facilities, and Communications for onboarding, rollouts, and overall employee experience improvements.

Qualifications:

• Education:  Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field.
• Experience: 10+ years of IT operations experience, with at least 5+ years in a leadership or management role.
• ITSM tools:  Expertise in ServiceNow ITSM capabilities
• Collaboration Tool Support: Deep experience supporting and troubleshooting a broad portfolio of SaaS-based workplace and collaboration applications.
• Lifecycle & Support: Proven experience managing EUC asset lifecycles and ITSM frameworks (ITIL) in a growth-oriented environment.
• Technical Proficiency: Hands-on familiarity with identity management (Okta/Entra), endpoint management tools (MDM), and AV/VC hardware.
• Scaling Experience: Track record of building and scaling IT teams and operations in fast-paced environments.

Preferred Qualifications:

• Experience supporting executive teams or high-velocity engineering organizations.
• Strong understanding of automation and workflow orchestration to reduce operational friction.
• Exposure to compliance frameworks such as SOC2, ISO 27001, or FedRAMP.
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Please note that this job description is intended to provide a general overview of the position and does not include an exhaustive list of responsibilities and qualifications.

At Archer we aim to attract, retain, and motivate talent that possess the skills and leadership necessary to grow our business. We drive a pay-for-performance culture and reward performance that supports the Company’s business strategy. For this position we are targeting a base pay between $146,900 - $183,600. Actual compensation offered will be determined by factors such as job-related knowledge, skills, and experience.

We are an equal-opportunity employer committed to creating a diverse and inclusive workplace. All qualified applicants will receive equal consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, national origin, disability, uniform service, Veteran status, age, or any other protected characteristic per federal, state, or local law, including those with a criminal history, in a manner consistent with the requirements of applicable state and local laws.