HybridOn-site five days per week during onboarding; once established, one remote day per week may be possible.
IT OperationsIT Service Desk & End User Support
About the job
Requirements
At least 5 years of IT support experience, including at least 3 years of leadership experience.
Hands-on experience implementing and maturing IT service management and ITIL practices in a practical, business-aligned way.
Proven experience leading and developing support or help desk and/or desktop engineering teams.
Demonstrated experience managing problems and major incidents and coordinating cross-functional resolution.
Ability to bring structure and rigor to operations without getting lost in day-to-day ticket execution.
Ability to listen, assess, and implement thoughtful improvements rather than applying one-size-fits-all solutions.
Ability to partner effectively across technical and business teams.
Strong analytical and problem-solving skills focused on continuous improvement.
Responsibilities
Own and evolve core ITIL practices and service performance, establish KPIs and SLAs, and use data and operational insight to drive continuous improvement across Incident, Request, Problem, Change, and Major Incident Management.
Lead Change Management across the IT organization by scheduling, facilitating, and documenting meetings and ensuring appropriate compliance, risk awareness, and communication.
Lead Major Incident Management across the IT organization by driving resolution, facilitating incident bridges and cross-functional technical response, communicating with stakeholders, and conducting post-incident reviews.
Own continuous improvement of the IT service management platform, including its upcoming implementation, workflows, reporting, standards, automation, and future enhancements.
Lead and develop the Technology End User Support and Desktop Engineering teams, balancing team performance, operational consistency, and staff professional growth.
Provide leadership and oversight for vendor relationships, hardware and software procurement, inventory, and asset lifecycle to maintain cost-effective, high-quality support.
Overview
Join Room & Board as our IT Operations and Support Manager and help shape the future of IT service delivery at our 100% employee-owned company. This role is an opportunity to lead both people and operational improvement by guiding our Technology Support and Desktop Engineering teams while driving the continued maturity of how IT delivers services across the organization.You’ll lead a team of seven team members across Technology Support and Desktop Engineering, including five full-time employees and two interns, responsible for delivering a reliable and consistent technology experience for more than 1,000 employee-owners nationwide. Beyond team leadership, you’ll partner across our IT organization’s three functions, including Technology, Business Systems, and Web Development, to enhance service management practices, strengthen operational consistency, and enhance collaboration. As we implement a new Service Management platform, you’ll play a key role in product selection and implementation to build a stronger foundation for our future.Reporting to the Director of Technology Services, this role is ideal for a leader who believes great technology services start with great teams, strong partnerships, and a deep understanding of the business we support. You bring structure without rigidity, lead with curiosity, and understand that sustainable improvements come from listening, learning, and building solutions that work for the people who rely on them. You’ll enjoy developing people, improving operations, and bringing teams together around common goals while owning and continuously improving IT Service Management practices that strengthen how we manage incidents, requests, problems, change, and major incidents. By balancing data-driven insights with an understanding of the people and business processes behind the metrics, you’ll ensure our service practices are practical, adopted, and continuously evolving to meet the needs of our employee-owners.
Work Location:4600 Olson Memorial Highway, Golden Valley, MN (off Hwy 100 & 55)This role requires working on-site 5 days per week during the initial on-boarding and acclimation period. Once fully established in the role, there is potential for 1 remote workday per week. Additionally, there is an on-call responsibility associated with this role. We are not considering remote candidates for this position.
You’ll share your talents in the following ways as an IT Operations and Support Manager:
Own and evolve core ITIL practices and service performance, establishing KPIs and SLAs and using data and operational insight to drive continuous improvement across Incident, Request, Problem, Change, and Major Incident Management.
Serve as the accountable leader for Change Management across our IT organization by scheduling, facilitating and documenting meetings, ensuring appropriate compliance, risk awareness, and communication.
Serve as the accountable leader for Major Incident Management across our IT organization, driving resolution by facilitating incident bridges, cross-functional technical response, stakeholder communications, and post incident reviews.
Own the continuous improvement of our IT Service Management platform (including upcoming implementation of a new platform), including workflows, reporting, standards, automation, and future enhancements.
Lead and develop the Technology End User Support and Desktop Engineering teams, balancing team performance, operational consistency and staff professional growth.
Provide leadership and oversight for vendor relationships, hardware and software procurement, inventory, and asset lifecycle to maintain cost-effective, high-quality support.
You embody these core attributes and qualities as an IT Operations and Support Manager:
Business-Oriented Thinker: Seeks to understand how teams work, the tools they use, and why it matters.
Service Experience Advocate: Focuses on improving consistency and ease of support for end users.
Collaborative Leader: Builds strong relationships across IT and business teams, leading through influence as well as authority.
Incident Leader: Confidently steps in during high-pressure situations, bringing clarity, coordination, and direction.
Balanced Operator: Brings visibility and rigor to operations without needing to work in the weeds.
Additionally, you'll bring the following experience and demonstrated skills as an IT Operations and Support Manager:
5+ years of IT support experience, including 3+ years of leadership.
Hands-on experience implementing and maturing ITSM/ITIL practices in a practical, business-aligned way.
Proven experience leading and developing support/help desk and/or desktop engineering teams, with strong leadership and coaching abilities that elevate team performance and growth.
Demonstrated experience managing problems and major incidents and coordinating cross-functional resolution.
Strong operational mindset, with the ability to bring structure and rigor without getting lost in day-to-day ticket execution.
Ability to listen, assess, and implement thoughtful improvements rather than applying one-size-fits-all solutions.
Excellent communication and collaboration skills, with the ability to partner effectively across technical and business teams.
Strong analytical and problem-solving skills, with a focus on continuous improvement.
What you’ll find working here as an IT Operations and Support Manager:
Salary: $105,000- $130,000 / yr., depending on experience.
Benefits that focus on holistic well-being. The whole person matters, not just the one who shows up for work. That’s why we invest in holistic well-being that supports and encourages you to live a full life. Besides a competitive paycheck, we offer benefits to help you thrive in every aspect of life. That includes three weeks of paid vacation, a generous 401(k) match, profit-sharing and more. As a 100% employee-owned company, staff members working 1,000 hours or more in a 12-month period are eligible to participate in our Employee Stock Ownership Plan (ESOP). This plan acts as an additional Retirement Savings Plan fully funded by Room & Board.
Meaningful work. We create a meaningful work experience by empowering everyone to contribute, taking pride in everything we do, and making the world sustainable, inclusive, and beautiful.
A culture of respect. We sustain a culture of respect by relying on our shared values, building supportive and kind teams, and ensuring all voices are heard and celebrated.
To view our benefits in detail and to learn more about our culture, please visit https://www.roomandboard.com/careers.Application Deadline: The position will remain open until filled; there is no specified deadline.Room & Board is a modern furniture and home decor retailer committed to creating beautiful, well-made products while providing exceptional customer service. Our mission is to help people create homes they love through timeless designs, sustainable practices, and a focus on quality craftsmanship. To learn more about our company, please visit https://www.roomandboard.com.
Room & Board is an equal employment opportunity employer. Our policy is not to unlawfully discriminate against any applicant or staff member on the basis of age, race, color, sex, sexual orientation, gender identity or expression, religion, national origin, disability, or any other consideration made unlawful by applicable federal, state, or local laws. We also prohibit harassment of applicants and staff members based on any protected category, characteristic or status. It is also our policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.
As an applicant, you have rights under Federal Employment Laws, and your state may offer additional protections. To view applicable laws, visit our partner site.