Lead global IT deployment and asset lifecycle program: own Zendesk queue escalations, manage regional vendors and deployment teams, ensure inventory data integrity in Oomnitza, track SLAs and daily operational metrics, standardize processes across global hubs, and optimize inventory utilization to reduce procurement spend.
The Technical Operations Manager will serve as the strategic and operational anchor for Pinterest’s global IT deployment and asset lifecycle program. This role is designed to take Pinterest "out of the daily weeds" by owning the end-to-end management of the global request queue, vendor performance, and cross-functional communication.
As the single point of contact for all escalations, this role will manage a distributed team of deployment consultants and global partners to ensure a seamless "white-glove" hardware experience for every Pinterest employee.
Essential Duties
Global Service Delivery: Own the end-to-end performance and escalation management of the global IT deployment queue to ensure a seamless, high-touch employee experience.
Global Asset Governance: Maximize hardware lifecycle efficiency and inventory data integrity across all international hubs to optimize utilization and reduce procurement spend.
Vendor & Partner Management: Direct and hold accountable regional service providers and distributed deployment teams to ensure compliance with global operational standards.
Process & Workflow Optimization: Drive the standardization and continuous improvement of cross-functional logistics workflows between internal IT teams and external partners.
Key Responsibilties
- Queue Ownership: Act as the primary gatekeeper and delegator for the global Zendesk request queue, ensuring tickets (New Hire, Break/Fix, Upgrades, etc.) are assigned based on active workload and priority.
- Daily Sync Execution: Lead daily operational syncs with the Global Deployment Consultant team to address blockers, review pending shipments, and align on daily targets.
- Vendor Management: Serve as the direct manager for regional service partners, including specific oversight of SEAL, providing support for the Latin America region.
- Single Point of Contact: Act as the ultimate escalation point for IT logistics issues, resolving high-priority "Work Blocking" requests and complex international shipping hurdles.
- Cross-Functional Liaison: Bridge the gap between the Deployment Consultants (DC), Pinterest IT, and external partners like CDW and Milestone.
- Daily Operational Reporting: Roll up daily metrics on queue volume, shipping output, and pending recoveries for Pinterest leadership.
- Data Integrity: Ensure >98% accuracy in Oomnitza by auditing team entries for serial numbers, user assignments, and asset statuses.
- SLA Monitoring: Track and report on key performance indicators (KPIs), specifically focusing on the outbound SLA for critical/VIP requests.
- Process Optimization: Continuously audit existing workflows to identify friction points and propose "Managed Service" improvements.
- Global Standardization: Ensure that deployment standards in the US are consistently mirrored across regional hubs in Dublin, Singapore, Canada, and LATAM.
- Inventory Optimization: Maximize Inventory utilization by ensuring used/hold stock is wiped, graded, and redeployed before triggering new procurement.
- Global Stock Balancing: Monitor inventory levels across all regional hubs (US, DUB, SIN, CAN, LATAM); proactively rebalance stock between regions to minimize "dead" inventory and avoid redundant spend.
Qualifications
- Management: 2+ years of experience leading teams, regional service partners, or managed service providers (MSPs).
- Industry Experience: 3+ years in IT operations, enterprise logistics, or IT asset management (ITAM).
- Queue & Escalation Ownership: Experience managing high-volume ticketing queues (Zendesk preferred) and resolving complex, high-priority operational escalations.
- Asset Governance: Hands-on experience tracking hardware lifecycles and maintaining high inventory data integrity (Oomnitza preferred).
- Global Operations: Experience managing international vendors and shipping logistics across multiple regions (e.g., LATAM, AMER, EMEA, APAC).
- Vendor Relations: Track record of driving performance and SLAs with major external partners (e.g., CDW, Milestone).
- Data & Optimization: Ability to track daily operational metrics, manage inventory levels to reduce spend, and streamline cross-functional workflows.
Minimum Requirements
Preferred Skills
If you get to this point, we hope you're feeling excited about the job you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in ComputerCare’s mission, core values and can contribute to our team in a variety of ways – not just candidates who check all the boxes.
At ComputerCare, we welcome passionate individuals who have the unrestricted right to work in the United States, including natural citizens and Green Card holders.
ComputerCare is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
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