Authenticom

Compensation

Full Description

Position Summary Authenticom is seeking a motivated, service-oriented Manager, IT Operations & Governance to lead our end-user technology operations and support the continued development of our IT service management, security, governance, and compliance practices. This role is ideal for an emerging technology leader who is ready to take the next step in their career. The Manager will oversee day-to-day end-user IT services and serve as an escalation point for company technology needs. Reporting to the Director of Architecture, this role will work closely with internal teams, technology vendors, and Authenticom's third-party compliance partner to support reliable SaaS operations, maintain SOC 2 readiness, strengthen security practices, and continually improve the end-user technology experience. The ideal candidate is organized, collaborative, curious, and comfortable balancing hands-on operational responsibilities with process improvement. What You'll Do End-User IT Operations * Oversee the day-to-day delivery of end-user IT services across the organization. * Ensure employees receive responsive, professional, and high-quality technology support. * Manage technology onboarding and offboarding activities, including laptop setup, equipment delivery and return, account provisioning, access changes, and software assignments. * Serve as an escalation point for complex or sensitive employee technology issues. * Oversee endpoint administration, device management, productivity tools, software access, and identity and access processes. * Manage the lifecycle of company laptops, hardware, software, licenses, and other technology assets. * Maintain accurate technology inventories and supporting documentation. * Identify opportunities to automate, standardize, and improve end-user technology processes. * Partner with HR and hiring managers to support a consistent and timely new-hire technology experience. IT Service Management * Support the development and ongoing maturity of Authenticom's IT service management practices. * Coordinate the implementation and rollout of new internal technology services, tools, and processes. * Manage incident and service-request processes, ensuring issues are prioritized, communicated, documented, and resolved appropriately. * Support problem management activities and coordinate directed root cause analysis for recurring or significant issues. * Track corrective actions resulting from incidents, service disruptions, and root cause reviews. * Establish, document, and monitor internal support service levels and response expectations. * Track service performance, support trends, ticket volume, resolution time, and other relevant operational metrics. * Measure and continually improve the end-user technology experience, including employee satisfaction and CSAT feedback. * Develop and maintain an IT service catalog that clearly identifies available services, request processes, ownership, and expectations. * Maintain knowledge-management practices, including internal support documentation, user guides, troubleshooting materials, and knowledge-based articles. * Promote continual improvement across IT service delivery, support processes, and employee technology experiences. Information Security * Partner with the security function to support endpoint security, identity and access management, vulnerability remediation, security awareness, and other security initiatives. * Help ensure security controls and secure operating practices are incorporated into technology services and support processes. * Support security incident coordination, communication, investigation, and remediation as needed. * Track security-related action items and help ensure timely follow-through. * Support secure practices aligned with applicable OWASP principles and guidance. * Assist with employee security education and awareness efforts. * Escalate significant security concerns, incidents, or risks to the Director of Architecture and other appropriate leaders. IT Governance & Compliance * Coordinate IT governance and compliance activities in partnership with the Director of Architecture and Authenticom's third-party compliance partner. * Support the organization's SOC 2 compliance program, audit readiness, and ongoing control activities. * Assist with maintaining technology policies, standards, procedures, control documentation, and supporting evidence. * Coordinate evidence collection and documentation for audits, customer assessments, and compliance reviews. * Maintain organized audit evidence, control records, policies, and governance documentation. * Support customer security questionnaires, due diligence requests, and vendor security reviews. * Track compliance findings, remediation activities, control gaps, and corrective action plans. * Follow up with internal owners to support the timely completion of governance and compliance commitments. * Help ensure IT operational practices remain aligned with internal policies, contractual requirements, and SOC 2 controls. * Partner with internal teams to improve the consistency and effectiveness of technology controls. * Support governance reporting and provide status updates to leadership. Risk, Business Continuity & Disaster Recovery * Support technology risk-identification and assessment activities in partnership with the Director of Architecture and compliance partner. * Maintain an inventory of identified technology risks, action items, owners, and target completion dates. * Assist with business continuity and disaster recovery planning, documentation, and coordination. * Support periodic business continuity and disaster recovery exercises and testing. * Document lessons learned and track resulting improvement activities. * Help ensure recovery procedures, contact information, system dependencies, and supporting documentation remain current. * Escalate material operational, security, compliance, or continuity risks to appropriate leadership. * Coordinate with system owners and vendors to understand recovery capabilities, responsibilities, and service expectations. Vendor & Partner Management * Coordinate relationships with technology vendors, software providers, managed service providers, and the third-party compliance partner. * Monitor vendor performance against contractual commitments and established service-level agreements. * Escalate vendor service issues and coordinate resolution when service levels are not met. * Maintain records of vendor contacts, responsibilities, support processes, and escalation paths. * Participate in vendor reviews, evaluations, implementation activities, and renewals. * Support the review of vendor security, compliance, operational, and continuity considerations. * Identify opportunities to improve vendor performance, service reliability, and overall value. Cross-Functional Collaboration * Partner closely with HR to support employee onboarding, offboarding, equipment needs, and access changes. * Collaborate with Engineering, Product, Finance, Operations, and other teams on technology initiatives and service needs. * Communicate technology changes, incidents, risks, and service expectations clearly to technical and non-technical stakeholders. * Serve as a trusted resource for internal technology, security, governance, and compliance questions. * Build strong working relationships across the organization and promote a positive employee technology experience. Qualifications Required * Bachelor's degree in Information Technology, Information Systems, Cybersecurity, Business, or a related field, or equivalent professional experience. * Three to five years of experience in end-user IT, IT operations, service management, systems administration, information security, governance, compliance, or a related technology function. * Experience leading projects, coordinating work, or serving as a technical escalation point. * Experience supporting employee technology environments, including laptops, productivity applications, user accounts, software access, and endpoint tools. * Familiarity with incident management, service requests, escalation processes, and operational troubleshooting. * Strong customer-service orientation and commitment to delivering a positive end-user experience. * Strong organizational skills, attention to detail, and ability to manage multiple priorities. * Effective written and verbal communication skills. * Ability to work collaboratively with technical teams, business leaders, vendors, and external partners. * Demonstrated initiative, accountability, sound judgment, and willingness to learn. Preferred * Experience working in a SaaS, software, technology, or remote-first organization. * Familiarity with IT service management practices, including incident, request, problem, service-level, service-catalog, and knowledge management. * Exposure to SOC 2 compliance, audit preparation, evidence collection, or customer security assessments. * Familiarity with OWASP principles and common security practices. * Experience with endpoint management, identity and access management, hardware lifecycle management, or software administration. * Exposure to business continuity, disaster recovery, or technology risk-management activities. * Experience managing technology vendors or monitoring vendor SLAs. * Familiarity with ITIL practices or other service-management frameworks. * Certifications such as ITIL Foundation, CompTIA Security+, Microsoft 365 Certified, or similar are helpful but not required. Core Competencies * Service-oriented and employee-focused. * Collaborative, approachable, and able to build trust. * Organized and dependable with strong follow-through. * Comfortable learning new systems, processes, and compliance requirements. * Communicates clearly with technical and non-technical audiences. * Uses sound judgment and knows when to escalate an issue. * Identifies opportunities for process improvement and takes initiative to move them forward. * Leads with integrity, accountability, and curiosity. What Success Looks Like Within the first 12 months, the Manager, IT Operations & Governance will: * Establish a reliable, responsive, and service-oriented end-user IT support experience. * Improve consistency and documentation across onboarding, offboarding, access management, and device-lifecycle processes. * Implement or strengthen incident, request, problem, and escalation-management practices. * Establish meaningful service-level, support-performance, and employee-satisfaction reporting. * Improve the IT service catalog and knowledge-management resources. * Build effective working relationships with internal teams, vendors, and the third-party compliance partner. * Support successful SOC 2 audit-readiness and customer security-review activities. * Improve visibility into security, compliance, technology risk, and remediation activities. * Support updated business continuity and disaster recovery documentation and testing. Equal Opportunity Employer Authenticom is proud to be an Equal Opportunity Employer. We are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed. We celebrate diversity and welcome applicants from all backgrounds and experiences. Applicants must be authorized to work in the United States. Visa sponsorship is not available for this position.