Senior Manager IT Operations

Lead the future of IT Operations while making a direct impact on the business.

We're looking for a hands-on, strategic Senior Manager IT Operations to lead and evolve our IT support and operational capabilities. This is an opportunity for an experienced technology leader who thrives on solving complex problems, building scalable processes, and developing high-performing teams.

In this role, you'll oversee IT Operations, service desk functions, service management processes, and technology support services across the organization. You'll partner closely with business leaders, Grainger IT, and technology vendors to ensure reliable, secure, and customer-focused technology services. Most importantly, you'll help shape the future state of IT Operations—identifying opportunities for improvement, implementing best practices, and driving operational excellence. 

What You'll Do

• Lead day-to-day IT Operations, including service desk, incident, problem, change, request, and knowledge management processes.
• Evaluate current-state operations and develop recommendations that improve service delivery, operational efficiency, and user experience.
• Build and mature IT service management practices, workflows, reporting, automation, and service-level performance.
• Oversee support for cloud applications, SaaS platforms, endpoint technologies, and identity services.
• Manage relationships with Grainger IT and third-party technology providers to ensure high-quality service and issue resolution.
• Drive observability, monitoring, automation, and AI-enabled solutions that enhance operational effectiveness.
• Partner with security and compliance teams to support governance, access management, and risk reduction initiatives.
• Coach, develop, and lead a team of IT professionals while fostering a culture of accountability, collaboration, and continuous improvement.
• Serve as a trusted advisor to business stakeholders by proactively identifying operational risks and improvement opportunities.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Previous leadership experience managing or leading teams.
• Experience in IT Operations, technical support, or service management environments.
• Working knowledge of cloud technologies, SaaS platforms, identity management, networking, and IT service management tools.
• Strong communication, collaboration, and problem-solving skills. 

Work Environment

• Hybrid work arrangement with an expectation of three days per week in the office.
• Occasional evening or weekend support may be required.
• Minimal travel will be required.

Why Join Us?  

• Hybrid / Remote schedule
• Work/Life balance
• Immediate medical, dental, vision; 18 days paid vacation, 7 paid holidays and 6% of annual earnings contributed to your retirement, immediately vested!