[Remote] IT Operations Manager

Note: The job is a remote job and is open to candidates in USA. Dragos, Inc. is on a mission to defend industrial organizations with best-in-class technology and services. They are seeking an IT Operations Manager to lead a global help desk team, improve IT support experiences, and drive operational consistency.ResponsibilitiesManage a team of 4 IT support specialists across multiple time zones; set clear performance expectations, conduct regular 1:1s, establish escalation protocols, coordinate coverage, and build a high-accountability, high-support cultureManage the ticketing system including SLA management, queue prioritization, escalation paths, and closure quality; define standard operating procedures and establish clear prioritization rulesTrack and report on key performance indicators (MTTR, first contact resolution, ticket volume, SLA adherence); partner with department and business leaders to align support operations with broader infrastructure and security initiativeOwn the IT employee experience across the entire lifecycle—onboarding, offboarding, hardware management, tool consistency, and daily support quality; actively solicit and implement stakeholder feedbackIdentify high-volume and repetitive support tasks; lead automation and self-service initiatives to reduce manual workload and improve resolution speedEvaluate and implement AI-assisted tools to enhance ticket triage, resolution guidance, and knowledge base qualityDevelop a maturity roadmap transitioning the team from reactive troubleshooting to proactive and preventative support operationsSkills4+ years in IT support or systems administration, with at least 1–2 years in a lead or management capacityDemonstrated experience managing a distributed or international teamHands-on proficiency with ITSM/ticketing platformsWorking knowledge of modern enterprise IT stacksTrack record of driving measurable improvements in support metrics (MTTR, SLA, CSAT)Strong communication skills - must be comfortable working across time zones and with stakeholders at all levelsSelf-directed with high operational discipline; you don't wait to be told what's brokenExperience implementing automation or AI tooling in a support context is a strong plusBenefitsCompetitive Equity PackageComprehensive Benefits PlanCompany OverviewDragos provides the most effective OT cybersecurity technology for industrial and critical infrastructure to deliver on our global mission: to safeguard civilization. It was founded in 2016, and is headquartered in Hanover, Maryland, USA, with a workforce of 501-1000 employees. Its website is https://www.dragos.com.