Manager, Enterprise IT Operations

Job Description

OVERVIEW:

The Manager of IT Operations is responsible for overseeing the delivery and performance of all frontline end-user support services across International, including the Service Desk, TechBars, and Local Deskside Support teams. This leader will drive operational excellence, customer satisfaction, and service innovation across multiple support channels, ensuring alignment with corporate IT strategy, SLAs, and user experience goals. The ideal candidate is a strategic, hands-on leader who thrives in fast-paced environments, has a passion for people’s development, and leverages data-driven insights to continuously improve service delivery. This is a fully onsite role.

YOUR DAY TO DAY: 

• Lead and manage daily operations of the Service Desk, TechBars, and Deskside Support functions across multiple U.S. locations.
• Develop and maintain a unified service strategy that provides consistent, high-quality support across walk-up, phone/chat, and in-person channels.
• Partner closely with IT leadership, Cybersecurity, and Infrastructure teams to ensure timely incident response, change readiness, and proactive issue resolution.
• Oversee staffing models, schedules, and workforce planning to ensure appropriate coverage across all supported time zones and locations.
• Drive key performance indicators (KPIs), including SLAs, First Call Resolution, Customer Satisfaction (CSAT), and Mean Time to Resolve (MTTR).
• Collaborate with Vendor Management and Business Relationship teams to ensure third-party providers meet performance expectations and contract obligations.
• Develop playbooks, standard operating procedures (SOPs), and escalation frameworks that promote consistency and accountability.
• Lead major incident response efforts, executive escalations, and root cause analysis for recurring issues.
• Champion a culture of continuous improvement, leveraging metrics, feedback, and technology to enhance user experience.
• Partner with HR and Talent teams to recruit, develop, and retain high-performing IT support professionals.
• Support IT transformation initiatives, including automation, AI-driven support tools, and self-service enablement.

Qualifications

WHO WE’RE LOOKING FOR: 

• A dynamic, results-oriented leader with a passion for operational excellence and user experience.  
• A leader who has a strategic vision with tactical execution and a proven ability to build trust and credibility with cross-functional teams and senior leadership.  
• Someone who inspires their teams to deliver best-in-class support, embrace technology to optimize performance, and thrive in environments that require adaptability, communication, and collaboration.

REQUIREMENTS / QUALIFICATIONS: 

• 8+ years of experience in IT operations or end-user support roles, with 3–5 years in a leadership capacity managing multi-site or national teams.
• Proven success managing Service Desk, TechBar, and Deskside Support operations within a large enterprise environment.
• Strong understanding of ITIL frameworks, Incident / Problem / Change Management, and Enterprise ticketing systems (e.g., ServiceNow).
• Demonstrated ability to analyze metrics and drive performance improvements based on data and trends.
• Experience with staffing models, shift coverage, and follow-the-sun support structures.
• Excellent communication, and stakeholder management skills; comfortable interfacing with executives.
• Passion for customer experience, service delivery innovation, and team development.
• Certifications such as ITIL v4, HDI Support Center Manager, or PMP are a plus.

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to .

Although you'll be hired as an NBCU employee, your employment and the responsibilities associated with this job likely will transition to Versant in the future. By joining at this pivotal time, you'll be a part of this exciting company as it takes shape.