Voyager Technologies, Inc.
ManagerofITOperations
“Manager of IT Operations at Voyager Technologies, Inc.. Skills: IT operations leadership, service desk management, end-user support, device lifecycle management, vendor management, team leadership, stakeholder management. 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. Bu”
What You'll Achieve.
establishing clear service delivery standards, SLAs, escalation frameworks, knowledge base, and a culture of accountability and continuous improvement; driving performance accountability, commercial discipline, and alignment to Voyager’s strategic direction; ensure auto-triage, ticket assignment, ticket health dashboards, individual performance metrics, and excellent customer UX for ticket submissions; ensure pre-configured ready-to-go devices for all employees; ensure they know how to use our tools and systems to receive IT support and ticketing; ensure a modern IT ticketing experience for all users
Industry & Context.
Travel up to 30%, including the possibility of overnights, to Voyager facilities, operational sites, and partner locations across the United States, Ability to lift, move, or carry IT equipment and hardware up to 50 pounds in support of site activations and infrastructure deployments, This position requires access to information governed by U. S. export control laws and regulations., Employment is conditioned on the candidate’s ability to comply with all applicable export control requirements, including ITAR.
What They're Looking For.
Must Have
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, executive communication and cross-functional stakeholder management skills, with experience translating operational complexity into strategic recommendations for leadership audiences
Nice to Have
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
What You'll Do.
Lead Voyager’s IT operations function
including service desk and Tier 1–3 end-user support
identity and access management
device lifecycle management (strategy
and inventory management)
and IT onboarding and offboarding programs
and develop a high-performing IT operations team
establishing clear service delivery standards
escalation frameworks
and a culture of accountability and continuous improvement
Partner with the cybersecurity team to ensure IT operations practices align with Voyager’s cybersecurity posture
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 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 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 be proactive and results-driven; ensure a modern IT ticketing experience for all users
How You'll Work.
Team & Collaboration
Partner with the cybersecurity team; Manage vendor relationships, managed service providers, and technology partners; executive communication and cross-functional stakeholder management skills
Communication Scope
executive communication
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