IT Operations Manager
Location: San Jose, CA; Onsite Full-time
Position Overview
The IT Service Desk is the central point of contact for all IT-related incidents and service requests. The IT Operations Manager is responsible for leading IT support operations across Therma locations and ensuring service levels, operational standards, and business expectations are consistently achieved.
This role leads IT support professionals, owns escalations and service performance, and drives disciplined execution of IT processes across supported offices. The position partners with business and IT leaders to improve service delivery, standardize operations, manage risk, and support enterprise initiatives. This position will be based in the San Jose region, supporting multiple Therma offices and reporting to the Sr. IT Operations Manager, Installation & Maintenance segment.
Team Leadership & Management
• Lead, coach, and develop IT professionals, establishing clear performance expectations, accountability, and development plans.
• Provide leadership for staffing, scheduling, workload distribution, and support coverage across assigned locations.
• Conduct regular one-on-ones, performance reviews, operational meetings, and coaching sessions.
• Build a customer-first, process-driven culture focused on ownership, responsiveness, collaboration, and measurable results.
• Address performance, service, or process-adherence concerns promptly and consistently.
Service Desk Operations
• Own incident and service request performance, ensuring SLA compliance, timely resolution, and a consistent user experience.
• Monitor queue health, aging tickets, backlog, escalation volume, documentation quality, and customer satisfaction; drive corrective action when targets are not achieved.
• Ensure Freshservice is used as the system of record and that tickets are accurately categorized, prioritized, assigned, escalated, and closed.
• Establish appropriate support coverage for offices, field teams, critical operations, and executive stakeholders.
• Provide regular operational reporting and clearly communicate performance, risks, capacity needs, and improvement actions.
Technical Support & Escalation
• Serve as the senior operational escalation point for complex, high-impact, or business-critical technology issues.
• Coordinate resolution across infrastructure, network, security, enterprise systems, applications, and external partners.
• Lead root cause analysis for recurring issues, ensuring corrective actions are assigned, tracked, and completed.
• Ensure consistent execution of onboarding, transfers, offboarding, account changes, device deployment, recovery, refresh, retirement, and disposal processes.
Operational Excellence & Continuous Improvement
• Develop, document, and enforce standard operating procedures, escalation paths, and knowledge articles.
• Drive standardization across Therma locations while addressing legitimate business and field-operational requirements.
• Use service data to identify recurring issues, process gaps, training needs, automation opportunities, and resource constraints.
• Lead operational readiness for device refreshes, office openings and moves, acquisitions, migrations, and system rollouts.
• Ensure IT Operations activities align with enterprise security standards, asset controls, audit requirements, and technologies.
Collaboration & Communication
• Partner with Therma and Legence leaders to understand business priorities, communicate service performance, and resolve operational gaps.
• Translate technical issues into clear business impact, risk, options, and recommended actions.
• Support budget, procurement, vendor management, and resource planning with strong focus on standardization, service quality, supportability, and cost effectiveness.
Qualifications / Requirements
• Bachelor’s degree in Information Technology, Business, Management, or equivalent experience.
• 7+ years of progressive experience in IT support, service…