Manager of IT Operations

Job Summary:
Voyager Technologies is an innovative defense, national security and space technology company committed to advancing transformative solutions. The Manager of IT Operations is responsible for leading the IT operations function, ensuring that technology scales reliably with the company’s growth, and developing a high-performing IT operations team.
Responsibilities:
• 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 that serve a rapidly growing, geographically distributed workforce
• Build with an AI-first approach; seeking opportunities to scale with AI support wherever possible
• Build, lead, and develop a high-performing IT operations team, establishing clear service delivery standards, SLAs, escalation frameworks, knowledge base, and a culture of accountability and continuous improvement
• Partner with the cybersecurity team to ensure IT operations practices align with Voyager’s cybersecurity posture, CMMC requirements, 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 assignment, 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 budget; 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 system; be proactive and results-driven; ensure a modern IT ticketing experience for all users
Qualifications:
Required:
• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business or a related field with 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
• Strong executive communication and cross-functional stakeholder management skills, with experience translating operational complexity into strategic recommendations for leadership audiences
Preferred:
• 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
Company:
Voyager Technologies is a defense and space technology company that develops solutions for national security and commercial space missions. Founded in 2019, the company is headquartered in Denver, USA, with a team of 501-1000 employees. The company is currently Late Stage.