The Challenge

The IT Operations Manager at OneTrust will combine strategic savvy with high technological acumen. This individual will set team goals, hire and manage hyper-talented engineers, prioritize projects while also being actively involved in all IT Infrastructure and IT Operations decision-making, requirement identification, and ensuring that the team executes with excellence. This is a one-of-a-kind opportunity to envision, conceptualize and develop key technologies and processes to enhance OneTrust's internal IT practices.

Your Mission

• Manage a critical team of US-based IT Operations Engineers, providing coaching, guidance, and technical expertise to team members and fostering a positive and inclusive team culture.
• Manage and prioritize IT support tickets and tasks, ensuring overall IT service delivery quality and performance, appropriate task prioritization, adherence to SLAs, and optimal utilization of team members skills and expertise.
• Plan, execute, and oversee IT projects, ensuring they are delivered on time and within scope.
• Identify and act on opportunities for process improvement and optimization within IT, implementing best practices and driving efficiency.
• Implement innovative technologies using AI/automation to enhance end-user experience.
• Collaborate with global IT Management peers in supporting our global user base and operations needs including design, buildout, and documentation of new tools and processes.
• Collaborate with other departments such as InfoSec to rollout new IT Security initiatives.
• Work with Procurement in onboarding new tools, help with contract renewals and vendor relationships.

You Are

• Thoughtful, proactive, and impactful leader with proven strengths in employee development, customer service, systematic problem-solving, ownership, and taking initiative.
• Strong written and verbal communicator.
• Proven critical thinker with advanced analytical and decision-making skills.
• Customer service-minded with a strong ability to plan, schedule, and monitor work activities to meet time and quality targets.
• Highly organized and meticulous with excellent process management skills; project and goal oriented.
• Equipped with excellent verbal and written interpersonal skills; with the ability to clearly and effectively articulate ideas and the direction of projects.
• Able to manage and drive multiple simultaneous tasks and projects effectively, quickly adapting to new situations and aligning to business goals.

Your Experience Includes

• Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• 4+ years of experience leading IT operations and support teams in a company of 2500 employees or more; track record of building and developing high-functioning teams.
• 8+ years of experience supporting complex, global IT environments.
• Proven experience in leading, guiding, and executing projects from inception to production and further scaling, using a modern technology stack.
• Strong experience supporting and troubleshooting Windows and macOS endpoints.
• Strong experience with Microsoft Azure AD, Microsoft 365, MDMs (e.g. Intune, Workspace One), Cisco Meraki, Atlassian Confluence/Jira, Microsoft Teams rooms, or similar cloud tooling and systems.
• Deep understanding of IT infrastructure, cloud operations, networking, applications, operational excellent, and regulatory and compliance requirements.

Extra Awesome

• Master's degree in Computer Science, Engineering, or related technical or business field.
• Experience maturing IT in fast growing startups and experience with M&A activities.
• Recent experience leveraging AI bots and integrating with ITSM and IM tools to help automate routine IT requests and creating and managing employee self-service resources.
• Experience with creating and managing workflows in JIRA Service Desk or similar ITSM.