IT Operations Lead

Sierra

3 months ago

3.3 on Glassdoor

San Francisco, CA

Onsite

Full Time

Manager

4 applicants

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About this role

The IT Operations Lead at Sierra is responsible for leading global end-user support operations, ensuring a high-quality employee experience across various locations and remote teams. This role involves directly handling support tickets while mentoring team members, refining processes, and establishing scalable support routines. The IT Operations Lead will collaborate with GRC, security, and engineering teams on device and SaaS management, manage vendor relationships, and leverage automation to optimize IT service management workflows. Additionally, the role requires strong troubleshooting skills across macOS and familiarity with ITSM practices to enhance service delivery.

Skills

Qualifications

Bachelor’s degree or equivalent professional experience in Information Technology, Computer Science, or a related field.Certifications or equivalent experience (e.g., ITIL Foundations, Jamf, Okta).

About Sierra

sierra.ai

Sierra is a technology company focused on enhancing customer experiences through artificial intelligence. By leveraging AI, Sierra provides businesses with tools and capabilities to create more human, engaging interactions with their customers. Their innovative approach aims to transform standard service methods into personalized experiences, driving customer satisfaction and loyalty. With a commitment to making AI accessible, Sierra empowers companies to optimize their operations and improve customer engagement.