Manager IT Operations

Manager, IT Operations At Turion, our IT Ops team builds the corporate infrastructure that enables employees to design, build, and operate spacecraft. As the IT Ops Manager, you'll own the operational direction of IT Ops, setting standards for how support and systems work gets done, serving as the primary escalation point for complex issues, and driving process improvement across the help desk and sysadmin functions. You'll lead a team of IT Support Engineers and Sysadmins, ensuring that the day-to-day technical needs of the workforce are met with efficiency, security, and compliance. What You'll Do - Own IT Ops team execution: set priorities, manage workload across support and infrastructure tracks, and ensure consistent service delivery - Identify, build, and maintain automation for recurring IT workflows like onboarding/offboarding, provisioning, patching, endpoint configuration, ticket routing, and reporting - Serve as the escalation path for high severity issues, lead root cause analysis and drive resolution for recurring problems - Define and maintain team runbooks, support workflows, SLAs, and tooling standards - Manage the help desk function (Jira Service Management), including ticket triage, queue health, response metrics, and customer satisfaction - Oversee hardware lifecycle management: procurement, imaging, deployment, and decommissioning of endpoints and peripherals - Drive IT Ops projects like storage and backup modernization, virtualization platform buildout, IT automation, and helpdesk maturity improvements - Coordinate with Platform Engineering, InfoSec, Enterprise Technology, and Industrial Security to align IT Ops work with broader infrastructure, compliance, and security requirements - Hire, mentor, and develop the IT Ops team; establish clear career progression and performance expectations Minimum Qualifications - 5+ years in IT operations, systems administration, or infrastructure support, with at least 2 years in a team lead or supervisory role - Strong scripting and automation skills (PowerShell, Bash, Python, or equivalent) with a track record of eliminating manual IT processes - Hands-on experience managing a help desk or service desk function, including ticket systems, SLAs, and support metrics - Strong working knowledge of endpoint management, hardware lifecycle, networking fundamentals - Strong working knowledge of Windows and Linux environments - Experience with IT service management tooling (Jira Service Management, ServiceNow, or equivalent) - Demonstrated ability to balance reactive support workloads with planned project work across a small team - Clear, structured communicator; can translate technical issues into business context for leadership Preferred Qualifications - Experience in a regulated or security-sensitive environment (defense, aerospace, government contracting) - Familiarity with ITAR/EAR, CUI handling, or CMMC compliance requirements as they relate to IT operations - Experience building out IT operations at a growing company like standing up processes, tooling, and team structure from an early stage - Experience integrating IT automation with CI/CD pipelines, infrastructure-as-code patterns, or API-driven workflows - Experience with workflow automation platforms (Power Platform, n8n, Make, or similar) for building self-service tools and automating business processes. Manager IT Operations: $150,000-$185,000 ITAR Requirements: This position may include access to technology and/or software source code that is subject to U.S. export controls. To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Benefits: We offer a comprehensive compensation and benefits package designed to support the well-being and professional gr