Note: The job is a remote job and is open to candidates in USA. Voyager Technologies is an innovative defense, national security, and space technology company committed to delivering transformative solutions. The Manager of IT Operations & Delivery will lead the IT operations function, ensuring reliable technology support as the company grows, while managing a high-performing IT operations team and aligning practices with cybersecurity requirements.
Responsibilities
- Lead Voyager’s IT operations function, including service desk and Tier 1–3 end-user support, identity and access management, device lifecycle management (strategy, procurement, provisioning, decommission, and inventory management), and IT onboarding and offboarding programs that serve a rapidly growing, geographically distributed workforce
- Build with an AI-first approach; seeking opportunities to scale with AI support wherever possible
- Build, lead, and develop a high-performing IT operations team, establishing clear service delivery standards, SLAs, escalation frameworks, knowledge base, and a culture of accountability and continuous improvement
- Partner with the cybersecurity team to ensure IT operations practices align with Voyager’s cybersecurity posture, CMMC requirements, ITAR and EAR compliance obligations, and enterprise risk management framework
- Manage vendor relationships, managed service providers, and technology partners that support IT operations, driving performance accountability, commercial discipline, and alignment to Voyager’s strategic direction
- Own configuration and development of the IT Service Desk software to ensure auto-triage, ticket assignment, ticket health dashboards, individual performance metrics, and excellent customer UX for ticket submissions
- Own device management ensuring pre-configured ready-to-go devices for all employees, within budget; including device inventory and outsourcing vendor management and development
- Own User Training for employees to ensure they know how to use our tools and systems to receive IT support and ticketing
- Develop Voyager’s IT ticketing system; be proactive and results-driven; ensure a modern IT ticketing experience for all users
Skills
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business or a related field with 3 years of experience in IT operations, management, or related functions OR 5 years' experience in lieu of a degree
- 5+ years leading IT operations teams or other high-volume ticket teams with demonstrated success building and scaling service desk and end-user support in a complex, multi-site environment
- Technical expertise in IT service desk solutions
- Proven ability to design and operate distributed, multi-site IT environments, managing device configurations and inventory and service desk support functions across geographically dispersed facilities and remote workforces
- Demonstrated experience building team organizational structure, hiring, and developing technical talent in a high-growth environment
- Strong executive communication and cross-functional stakeholder management skills, with experience translating operational complexity into strategic recommendations for leadership audiences
- Experience with Microsoft 365, Intune, Entra ID (Azure AD), Halo, Zendesk, Service Now, Jira, or other tooling solutions in an enterprise environment, including zero-trust architecture patterns
- Relevant industry certifications such as ITIL, ITSM, or Administrator certifications
Benefits
- This position is incentive plan eligible.
- Unlimited Flexible Time Off (FTO), empowering employees to take the time they need to recharge and maintain a healthy work-life balance
- Comprehensive medical, dental, and vision coverage for employees and their families, with a significant portion of premiums covered by the company and many benefits paid at 100% for employees
- Flexible, affordable gym memberships with 12,700+ options nationwide including 24 Hour Fitness, EoS Fitness, Crunch Fitness, Anytime Fitness, Blink Fitness, Chuze Fitness and more! No long term contracts and FREE on-demand workout videos before you enroll
- 401(k) retirement plan with a company match of up to 4% to help you build long-term financial security
- Company wellness programs that support physical and mental well-being
- Additional voluntary benefits and employee support resources
- The opportunity to work alongside a highly talented team in an innovative, mission driven environment
Company Overview