Manager I, IT Operations and Services

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about OpenGov’s mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com http://OpenGov.com. JOB SUMMARY The Manager, IT Services (Pune) leads the Pune-based IT Operations and Services function responsible for high-quality global end-user support execution, knowledge management, and operational consistency. This hands-on leader builds a high-performing service desk team, enforces ITSM processes, improves SLA performance, while partnering tightly with US-based IT leadership on escalations, handoffs, and continuous improvement. CORE RESPONSIBILITIES - Lead day-to-day Pune service desk operations: triage discipline, accurate categorization, quality ticket notes, and consistent customer communications. - Own Pune performance against SLAs, backlog aging targets, and reopen-rate reduction; escalate systemic issues to IT Ops for remediation. - Establish queue coverage plans (rotations, overlap coverage, escalation handoffs) and ensure clean cross-time-zone baton passes. - Define and enforce ITSM processes for incident, request, knowledge, problem, and asset management (within Pune scope). - Drive KB and SOP adoption: ensure high-volume issues get documented and deflected through self-service. - Identify automation opportunities and partner with IT Ops leadership to reduce toil and improve service levels. - Coach, develop, and performance-manage the Pune IT Services team; build a culture of customer-first service and operational rigor. - Establish clear capability tiers (Tier 1 vs Tier 2), training plans, and QA sampling to steadily expand Pune’s resolution scope safely. - Produce weekly and monthly reporting on support health (SLA attainment, backlog aging, top drivers, deflection trends) and use it to drive improvement. - Serve as the Pune escalation leader for high-impact support cases, coordinating with US leadership during major incidents. QUALIFICATIONS - Minimum of 5-years in IT support/service delivery, including hands-on troubleshooting experience. - Minimum of 1-year of people leadership (or strong lead-level experience with mentoring/queue ownership). - Working knowledge of macOS and Windows OS, common SaaS tools, and troubleshooting fundamentals. - Demonstrated experience running service desk processes (incident/request/knowledge; basic problem management). - Experience managing AWS environments and supporting engineering and R&D/Product function - Experience working in a SaaS environment and/or at a Technology (SaaS) company. - Experience with ITIL/ITSM concepts and metrics-driven operations. - Familiarity with endpoint tools (Kandji, NinjaOne, SentinelOne) and identity/access request patterns (Okta). - Experience working with distributed teams and executing follow-the-sun operations. WHY OPENGOV? A Mission That Matters. At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Some people say this is boring. We think it’s the core of our democracy. Opportunity to Innovate The next great wave of innovation is unfolding with AI, and it will impact everything—from the way we work to the way governments intera