Corporate IT Services Operations Lead

About the role

You will provide technical and operational leadership for the Corp-ITS team and define service delivery standards while mentoring team members toward high performance. You will grow into and exercise direct people management including performance conversations, career development, hiring, and building a high-functioning team culture as the organization scales. You will serve as the coordination point between Corp-ITS, Corp-ITE, Security, and business stakeholders to translate business needs into operational requirements. You will lead IT service delivery strategy covering service desk operations, SLA management, incident response, and continuous improvement while defining metrics and tracking performance. You will leverage AI tools to improve ticket triage accuracy, deflect common requests via self-service, and accelerate process improvement. You will manage complex escalations and critical incidents as the highest-level technical resource coordinating response and communicating status. You will perform hands-on operational and support work including troubleshooting, platform administration, endpoint management, and infrastructure operations.

Key facts

What you'll do

• Provide technical and operational leadership for the Corp-ITS team setting service delivery standards establishing team norms and mentoring and coaching team members toward growth and high performance.
• Grow into and exercise direct people management including conducting performance conversations guiding career development participating in hiring and building a high-functioning team culture as the organization scales.
• Serve as the coordination point between Corp-ITS Corp-ITE Security and business stakeholders to translate business needs into operational requirements and ensure alignment.
• Lead IT service delivery strategy encompassing service desk operations SLA management incident response and continuous improvement while defining metrics and tracking performance.
• Apply AI tools to improve ticket triage accuracy deflect common requests via self-service and accelerate process improvement.
• Manage complex escalations and critical incidents as the highest-level technical resource coordinating response and communicating status to stakeholders.
• Perform hands-on operational and support work including troubleshooting platform administration endpoint management and infrastructure operations.
• Provide technical leadership by mentoring junior team members serving as a primary escalation point and driving the resolution of complex technical issues.
• Lead cross-functional IT projects with Engineering including rollouts upgrades automation and security implementations to ensure timely and high-quality delivery.
• Own IT service delivery processes documentation and SLA driving improvements and automation while maintaining runbooks and SOPs.
• Build strong relationships across IT and the organization acting as a trusted advisor facilitating communication and collaboration to support enterprise objectives.
• Design and optimize queue management workflows in Jira Service Management to balance load and improve throughput.
• Implement automation rules within JSM to reduce manual effort and accelerate first-line resolution times.
• Monitor and report on service level metrics ensuring SLA adherence and identifying opportunities for corrective action.
• Analyze ticket patterns to identify recurring issues and partner with Corp-ITE to drive product or platform fixes.
• Champion a culture of continuous learning within the team by introducing knowledge-sharing sessions and best practices.
• Coordinate with Security to ensure IT services comply with internal policies and external regulations.
• Act as the primary liaison for business units gathering requirements and managing expectations to improve satisfaction.
• Maintain and evolve incident response playbooks to streamline resolution during critical outages.
• Track and visualize key performance indicators to support data-driven decisions on staffing and process changes.

Requirements

• 5-8+ years progressive IT experience spanning support operations and technical leadership with breadth across multiple areas showing readiness for this multifaceted role.
• Proven technical leadership including mentoring setting direction and influencing decisions without requiring formal management experience.
• 2+ years of direct people management experience including performance management career development and building team culture.
• Strong technical foundation across IT service delivery covering endpoint management SaaS administration identity and access networking and infrastructure.
• Proficiency in automation and scripting using PowerShell Python and Bash with an understanding of infrastructure-as-code approaches.
• Hands-on ITIL experience applying it to real service design incident management and continuous improvement initiatives.
• Jira Service Management (JSM) experience having built and operated workflows not merely using the tool as an end user including experience with automation rules SLA configuration and.
• Demonstrated ability to manage complex escalations and critical incidents maintaining composure under pressure.
• Excellent written and verbal communication skills to ensure clear timely communication with both technical and non-technical stakeholders.
• Strong analytical skills to interpret ticket data metrics and trends to drive operational improvements.
• Commitment to fostering an inclusive collaborative team environment that encourages ownership and accountability.
• Willingness to perform hands-on technical work alongside the team to resolve issues and validate solutions.
• Alignment with Voleon's mission of applying AI and machine learning to solve real-world problems in finance.
• Located in Berkeley California with full-time onsite expectations and the related logistics that entails.

Nice to have

• Experience with AI-powered support tools and automation to enhance service delivery.
• Background in financial services or regulated environments to understand compliance considerations.
• Familiarity with modern service management frameworks beyond ITIL to adapt practices to fast-paced environments.

Practical notes

This is a full-time onsite role based in Berkeley California. The position is expected to evolve from primarily individual contributor work toward increased people management responsibilities over time. Travel is not required for this role and candidates must be eligible to work in the United States without sponsorship. The day-to-day involves significant interaction with Jira Service Management and requires comfort with configuring workflows automation rules and SLA management. This role reports to the leadership of the Corporate IT Services organization and participates in cross-company initiatives.