Title: Senior Manager IT Ops and Employee Experience
Duration: 6 Month contract to hire to client
Location: Denver, CO
Role Overview
The Senior Manager of IT Operations & Employee Experience will own the end-to-end technology experience for employees at the company s headquarters and support distributed offices globally. This role is responsible for delivering a seamless, high-quality IT experience across workplace technology including laptops, printers, conference rooms, executive support, office infrastructure, and help desk services while driving automation and operational efficiency.
This leader will combine a customer-first service mindset with strong process and automation capabilities to reduce manual toil, improve response times, and continuously enhance the employee experience.
Key Responsibilities
- Workplace Technology Operations
- Own all end-user technology operations across headquarters and satellite offices.
- Manage lifecycle of laptops, peripherals, printers, conference room systems, and office networking.
- Ensure reliable and secure office infrastructure and workplace IT services.
- Partner with Facilities and HR to support office expansion, relocations, and workspace technology needs.
- Help Desk & IT Service Delivery
- Lead a hybrid support model with both onsite and offshore help desk teams.
- Establish clear service-level objectives (SLOs) for request fulfillment and incident resolution.
- Improve ticket resolution through knowledge management, self-service, and automation.
- Drive high levels of employee satisfaction with IT services.
- Executive Technology Support
- Provide white-glove executive and leadership technology support.
- Ensure reliable meeting technology for board meetings, leadership events, and all-hands meetings.
- Partner with communications teams to ensure smooth technology operations for company-wide events.
- Automation & Operational Excellence
- Identify opportunities to automate repetitive operational work across IT services.
- Implement self-service workflows and automation using ITSM platforms (e.g., ServiceNow).
- Reduce manual operational load through:
- Automated device provisioning
- Self-service support portals
- AI-powered ticket routing
- Automated device lifecycle management
- Employee Experience
- Continuously improve the end-to-end digital workplace experience.
- Track and improve key metrics such as:
- Employee satisfaction with IT
- Ticket resolution time
- Device readiness for new hires
- Meeting room reliability
- Partner with HR and leadership to support a modern digital workplace environment.
Team & Scope
This leader will manage:
- Onsite IT support engineers (HQ)
- Offshore help desk / support teams
- Workplace technology vendors
- Device lifecycle and procurement partners
Typical areas of responsibility include:
- Laptops & mobile devices
- Printers and office hardware
- Conference room technology
- Office network and connectivity
- Help desk & service desk
- Executive IT support
- All-hands and event technology
Ideal Candidate Profile
Leadership & Service Mindset
- Strong customer-first mindset with a passion for employee experience.
- Proven ability to run high-quality IT support operations.
- Comfortable supporting executive leadership and high-visibility events.
Technical & Operational Strength
- Deep experience in IT service management and workplace technology operations.
- Experience with automation and ITSM platforms (ServiceNow, Jira Service Management, etc.).
- Ability to reduce operational toil through automation and process improvement.
Experience
- 8 12+ years in IT operations or workplace technology leadership.
- Experience managing onsite and offshore support teams.
- Experience supporting large offices or headquarters environments.
Success Metrics
The role should be measured on:
- Employee IT satisfaction (CSAT / NPS)
- Ticket resolution time
- First contact resolution rate
- Automation coverage of service requests
- Device readiness for new hires
- Meeting room uptime / reliability
The Kind of Leader You Want
The best candidates will be:
- Service obsessed
- Automation minded
- Operationally disciplined
- Calm under pressure
- Great communicators with executives
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