Manager, IT Operations

About the role

Join Armstrong Fluid Technology, a global leader in fluid‑flow innovation, and lead the IT Operations function for a growing team of technical support professionals. You will be responsible for delivering high‑quality helpdesk services, ensuring rapid resolution of end‑user issues, and driving continuous improvement across the organization.

Key responsibilities

• Lead and develop the Tier 1 technical support team.
• Optimize daily helpdesk operations and ensure rapid resolution of hardware, software, and network issues.
• Establish and track service level agreements (SLAs) and implement modern ticketing workflows.
• Analyze support data to identify root causes and improve system training.
• Manage vendor contracts and plan infrastructure upgrades.

Required profile

• University degree or equivalent.
• 10 years of experience in a similar IT operations or support management role.
• Demonstrated knowledge of ITSM principles and IT regulations.

Required skills

• ITIL framework for service management.
• Microsoft 365 administration and Intune/AutoPilot for device onboarding and off‑boarding.
• Cybersecurity best practices aligned with NIST standards.
• Infrastructure setup and support for new and existing facilities.
• Ticketing system configuration and workflow automation.