General Manager, IT Operations

The General Manager, IT Operations is responsible for oversight and direction of Business Wire’s IT Operations team and ensuring excellence across the organization. This role provides strategic and operational leadership for IT Operations, ensuring timely resolution of IT issues, maintaining business-critical internal systems, overseeing procurement of third-party IT software and equipment, and delivering exceptional support to employees and customers.  This position partners with Engineering and Cybersecurity leadership to foster strong collaboration and cohesion among the larger Technology organization and successful attainment of shared goals to support Business Wire’s current and future company roadmap.

The General Manager, IT Operations leads incident management, creating, and following SOPs while mentoring, coaching, and directing teams of high performing technicians. The ideal candidate possesses demonstrated expertise in overseeing end-user experience, asset management, and corporate IT systems administration. A successful candidate thrives in a fast-paced, hands-on environment, possesses prior experience supporting medium-sized organizations, and is able to effectively advise senior management.

What You'll Do

• Define strategy and maintain short-term and long-term roadmaps for the IT organization, including Service Desk, Customer Support, Procurement, Facilities, and Corporate IT.
• Make continuous improvements to our IT Operations strategies, processes and standards to ensure excellent client experience, timely resolution of incidents, and successful operations and maintenance of business-critical systems and equipment. 
• Oversee roadmap execution by planning project schedules and milestones, and providing ongoing oversight and guidance to the team to ensure successful project delivery.
• Establish standardized reporting and communication framework that provides transparency into status, operational initiatives, and risks while promoting collaboration across IT and business stakeholders. 
• Offer senior-level guidance in development and improvement of the IT Operations team; act as a trusted advisor to senior leadership on strategic and operational priorities and opportunities.
• Provide strategic partnership to internal Engineering and Cybersecurity leadership to support successful collaboration and strong cohesion in technology-wide objectives. Maintain high data-driven execution standards to ensure all service requests are logged, prioritized, and resolved, and ensure customer satisfaction by defining, monitoring, and reporting on performance metrics. 
• Oversee Corporate Facilities functions including expense reporting management and allocation and management of responsibilities associated with our SF headquarters office and remote support to ensure efficient, functional, and secure operations. 
• Improve overall support experience by identifying trends across Service Desk requests and proactively initiate mitigation actions to address underlying issues including root cause analysis, resolution, and prevention. 
• Oversee administration, monitoring, and maintenance of Windows-based corporate IT systems including Active Directory, identity management, Microsoft Office 365 suite and other related systems. 
• Plan and oversee execution of system upgrades, patches, and configurations for optimal performance. 
• Oversee IT procurement, including vendor management, sourcing, and contract renewals.  Ensure proposed solutions meet business needs. 
• Successfully lead teams through complex technical problems by providing leadership in incident management and serving as the interface between clients and technical teams during outages and other major events. 
• Proactively identify and troubleshoot complex operational issues with good judgement and in alignment with larger company objectives. 
• Develop and monitor SLO/KPI definition and tracking. Generate KPI benchmarks and reporting to support SLOs. Report organizational performance to key leadership stakeholders. 
• Conduct regular coaching, performance reviews, and training of staff to ensure technical and customer service excellence.