Technology Operations Jobs in Utah (NOW HIRING)

Job Summary:
Red Cat Holdings is a fast-growing company seeking an IT Service Operations Manager to enhance their internal technology support. This role involves leading a small support team, managing service quality, and overseeing various IT operations including onboarding, device management, and vendor relationships.
Responsibilities:
• Own the day-to-day delivery of internal IT support across incidents, service requests, and employee technology needs.
• Act as the senior escalation point for complex issues affecting employee productivity, onboarding readiness, device compliance, or office technology.
• Oversee ticket intake, triage, prioritization, routing, resolution, and closure across internal staff and the MSP.
• Ensure reliable, high-quality support for laptops, mobile devices, conference room technology, peripherals, collaboration tools, and core business applications.
• Build and maintain a practical knowledge base and self-service content that reduces repeat tickets and improves employee experience.
• Partner with business stakeholders to ensure support is responsive to changing operational needs and growth.
• Own the end-to-end IT onboarding and offboarding process, including account setup, access provisioning, device preparation, shipping logistics, and day-one readiness.
• Standardize joiner/mover/leaver workflows in partnership with HR and hiring managers.
• Own the full device lifecycle for employee endpoints, including forecasting, procurement, configuration, enrollment, deployment, return, refresh, redeployment, and retirement.
• Maintain standard device builds, policies, and compliance baselines using Intune and related tooling.
• Ensure accurate asset records, inventory health, and auditable lifecycle tracking across company-owned hardware and key software entitlements.
• Lead, coach, and develop a team of approximately four IT support specialists, setting clear expectations for service quality, responsiveness, ownership, and documentation.
• Manage staffing rhythms, queue coverage, escalation paths, and performance standards across the internal team.
• Own the relationship with the MSP that provides help desk coverage, including intake expectations, escalation rules, SLA attainment, reporting cadence, issue quality, and continuous improvement.
• Review ticket trends, quality signals, and employee feedback with the MSP and internal team on a regular operating cadence.
• Create a service culture that is responsive, accountable, practical, and calm under pressure.
• Build lightweight, durable service processes for incident management, request fulfillment, escalations, knowledge management, routine changes, and service reporting.
• Configure and improve Jira Service Management workflows, queues, request types, automations, SLA policies, dashboards, and asset relationships.
• Establish operating standards for ticket categorization, severity/priority definitions, response expectations, documentation quality, and handoffs between internal staff and the MSP.
• Use trend analysis, root-cause review, and operational reporting to reduce repeat issues and improve first-contact resolution.
• Create and maintain runbooks, SOPs, and service documentation that support consistency as the company scales.
• Own day-to-day IT procurement for end-user hardware, accessories, and selected software/services in partnership with Finance and Procurement.
• Manage vendor relationships for devices, shipping, repairs, support tooling, and related services, including renewals, pricing, service quality, and issue escalation.
• Maintain a cost-conscious, forecastable endpoint and support operation with visibility into spend, refresh timing, and inventory needs.
• Ensure vendor and MSP performance is measured against agreed service expectations and operational needs.
• Recommend tooling, process, or vendor changes when they improve employee experience, support efficiency, or cost discipline.
• Partner closely with HR/People on new-hire readiness and offboarding workflow timing.
• Partner with Finance on procurement and licensing discipline.
• Partner with Security on endpoint hygiene, access controls, audit evidence, and policy execution.
• Partner with Infrastructure or Systems teams when support issues expose deeper platform gaps.
• Own service operations and employee technology delivery, while not owning security engineering design or security platform engineering.
Qualifications:
Required:
• 6+ years of progressive experience in IT support, IT operations, or end-user services.
• 2+ years of direct people management experience leading an IT support or service desk team.
• Proven experience operating in a fast-growing or operationally maturing business where processes, standards, and reporting had to be built or tightened.
• Hands-on experience with Microsoft 365, Intune, and Microsoft Entra ID / Azure AD or Okta in a business environment.
• Hands-on experience with a ticketing/ITSM platform such as Jira Service Management or HaloPSA.
• Experience building and maintaining an IT Service Catalog with SLAs.
• Demonstrated ownership of employee onboarding/offboarding, device provisioning, asset management, and support workflows.
• Experience managing vendors, procurement activity, renewals, or outsourced support partners.
• Strong working knowledge of Windows endpoints, core networking fundamentals, SaaS administration, and collaboration tooling.
• Strong operational judgment, written documentation skills, and the ability to communicate clearly with both technical and non-technical stakeholders.
• Bachelor’s degree or equivalent practical experience.
Preferred:
• ITIL 4 Foundation or similar service-management training.
• Microsoft certifications related to Microsoft 365, Intune, or endpoint administration.
• Experience with Windows Autopilot and zero-touch endpoint provisioning.
• Experience with Jira Assets/CMDB or another asset/configuration management capability.
• Experience supporting Windows, Linux, and MacOS environments.
• Prior experience working with an MSP, outsourced service desk, or regional/distributed support model.
• Experience with scripting, workflow automation, or low-code process automation.
• Experience in a regulated, manufacturing, defense, aerospace, fintech, or similarly operationally demanding environment.
• Experience building dashboards and presenting service metrics to leadership.
Company:
Red Cat (Nasdaq: RCAT) is a U.S.-based provider of advanced all-domain drone and robotic solutions for defense and national security. Founded in 2016, the company is headquartered in San Juan, PRI, with a team of 51-200 employees. The company is currently Growth Stage.