It Operations Manager Jobs in Decatur, GA (NOW HIRING)

Location: Alpharetta, GA
Reports to: Chief Information Officer
Level: M21 / M22, to be confirmed through calibration

Foxit is seeking a Director, Global IT to lead worldwide IT operations across our Australia, China, Europe, India, and U.S. sites. This role owns the people, platforms, services, and operational standards that keep Foxit employees productive globally.

This is a hands-on leadership role for an IT leader who can modernize global operations through AI, automation, AIOps, endpoint modernization, identity governance, and service desk transformation. The successful candidate will help move IT from a reactive support model to a proactive, AI-augmented service function that improves speed, quality, scalability, and user experience.

This role partners closely with Information Security & Data Privacy, Business Applications & Data Analytics, Enterprise Architecture, regional IT teams, and managed service providers.

• Own global IT operations across identity, endpoint, collaboration, network, cloud platforms, SaaS tools, and workplace technology

• Set and manage service-level expectations for availability, response time, resolution time, and user satisfaction

• Manage IT operations budgets, vendor relationships, contracts, licensing, and managed service providers

• Maintain accurate asset, license, configuration, documentation, and runbook standards

• Ensure consistent IT service delivery across Foxit's global locations

• Transform the global service desk into an AI-augmented support model using tools such as Microsoft Copilot, ServiceNow Virtual Agent, ITSM automation, and AI agents

• Automate high-volume support areas, including password resets, access requests, software installs, MFA recovery, and common user questions

• Establish safe, auditable AI workflows with clear escalation paths and human-in-the-loop controls

• Track key metrics such as AI deflection rate, time to resolution, ticket volume reduction, CSAT, and technician capacity gains

• Reinvest automation gains into proactive IT improvements and higher-value work

• Introduce AIOps and predictive monitoring to identify issues before they impact users

• Automate remediation for known failure patterns and reduce mean time to detect and resolve incidents

• Promote an automation-first culture across repetitive IT operations tasks

• Evaluate, pilot, and scale AI tools, copilots, and automation platforms that fit Foxit's technology stack

• Define clear criteria for AI tools that should be adopted, expanded, or retired

• Modernize endpoint and identity platforms, including Microsoft Intune, Entra ID, conditional access, and Defender for Endpoint

• Ensure consistent device standards, software baselines, and security posture across the global workforce

• Support hybrid work through scalable endpoint, identity, and collaboration services

• Coordinate regional technology needs, including China-specific considerations, while maintaining a consistent global user experience

• Drive effective adoption and governance of Microsoft 365, Teams, Copilot, and related workplace technologies

• Lead, mentor, and develop a distributed global IT team across multiple time zones and regions

• Hire and retain technical talent capable of modernizing IT operations through AI, automation, and strong service management

• Coordinate regional IT teams, site contacts, and managed service providers to deliver consistent support globally

• Set clear performance expectations, provide regular feedback, and address performance issues directly and fairly

• Partner with Information Security & Data Privacy on identity, endpoint, infrastructure, and operational security controls

• Ensure IT operations support Foxit's ISO 27001, SOC 2, and regional compliance commitments

• Maintain and test disaster recovery and business continuity plans for IT-managed services

• Ensure AI tools used by IT meet Foxit's data handling, privacy, and security requirements

• Build and maintain a multi-year IT operations roadmap aligned to Foxit's business priorities

• Communicate IT risks, trade-offs, priorities, and investment needs clearly to executive and regional leadership

• Stay current on enterprise IT trends, especially AI, automation, identity, endpoint management, and service operations

• Translate emerging technologies into practical, Foxit-specific recommendations

• 10+ years of enterprise IT operations experience, including at least 4 years in a leadership role with multi-site or multi-country scope

• Proven experience leading a modern IT operations and service desk function with measurable improvements in quality, speed, cost, or user experience

• Hands-on experience leading AI, automation, AIOps, or service desk modernization initiatives in production environments

• Experience selecting, deploying, governing, and measuring the impact of AI agents, copilots, workflow automation, or ITSM automation

• Deep knowledge of Microsoft 365, Entra ID, Intune, Defender, endpoint management, conditional access, and identity governance

• Strong understanding of ITSM platforms such as ServiceNow, Jira Service Management, Freshdesk, or similar tools

• Experience with Azure; AWS or GCP experience is a plus

• Working knowledge of network, telephony, collaboration, and workplace infrastructure

• Strong executive communication skills with the ability to explain technical risks and trade-offs in business terms

• Proven ability to lead distributed teams across time zones, cultures, and regions

• Experience in a software, SaaS, or global engineering environment

• Experience supporting or integrating IT operations across acquisitions or post-merger environments

• Direct experience with Microsoft Copilot, ServiceNow Virtual Agent, Copilot for Security, OpenAI, Anthropic, GCP, or similar enterprise AI tools

• ITIL v4 or equivalent service management certification

• Bilingual English / Mandarin Chinese is a strong plus given Foxit's China operations

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent practical experience