IT Operations Manager

IT Operations Manager

Mersive is seeking an IT Operations Manager to provide hands-on, on-site leadership for our Denver Headquarters while supporting company-wide global IT operations. This is a hybrid, full-time salaried role with a minimum of three days per week on-site and flexibility as business needs require. The role reports directly to the Director of IT and functions as a trusted operational partner across systems administration, business systems support, service delivery, and day-to-day IT operations management.

This position is ideal for a career IT professional with 4–8 years of relevant experience who is ready to take ownership of IT operations, coordinate priorities across teams, and grow into broader operational leadership.

What You'll Do

IT Operations & Support

• Serve as the primary on-site IT operations lead for Denver Headquarters, providing global support and systems management coordination.
• Own IT service request triage, prioritization, escalation, and resolution in alignment with established SLAs and business impact.
• Provide clear stakeholder updates, maintain concise internal documentation, and identify communication needs for recurring or high-impact issues.
• Coordinate onboarding and offboarding, including access, hardware, system readiness, deprovisioning, and HR or manager handoffs.
• Serve as a trusted escalation and decision-support point for day-to-day IT operations.

Systems, Platforms & Business Tools

• Administer and monitor core systems, including:
• Identity and access management platforms
• Business applications and workflow tools
• Documentation and service management platforms
• Financial, customer, and business operations platforms
• Development, cloud, and customer-facing operational systems
• Network and local infrastructure administration
• Coordinate interdepartmental IT operational tasks.
• Manage access changes, permission reviews, audit workflows, and evidence collection.
• Support evaluation, onboarding, and administration of new systems as the environment evolves.

Process Improvement & Partnership

• Partner with the Director of IT on planning, tooling decisions, service reporting, vendor coordination, and cross-functional initiatives.
• Exercise sound judgment in IT decisions affecting users, systems, access, and security.
• Identify recurring issues, service trends, and risk areas; propose practical improvements and automation.
• Create, update, and maintain IT documentation, runbooks, knowledge base articles, and operational procedures.
• Refine workflows to improve visibility, accountability, response quality, and repeatability.

What Success Looks Like

Success in this role is measured by delivering reliable, secure, and scalable IT operations that support Mersive's business objectives. The IT Operations Manager will:

• Deliver responsive IT support while consistently meeting service level expectations.
• Ensure seamless onboarding, offboarding, and business system administration.
• Maintain secure, reliable, and well-documented IT systems and processes.
• Support SOC 2, ISO 27001, and security compliance through effective access management, documentation, and audit readiness.
• Identify opportunities to automate processes, improve workflows, and enhance operational efficiency.
• Build strong partnerships across departments by providing proactive communication, sound judgment, and dependable IT leadership.
• Continuously improve the employee technology experience while supporting Mersive's growth and operational excellence.

Skills, Experience & Qualifications

Core Technical Skills

• Experience managing daily IT operations, project planning, and communications in a dynamic business environment.
• Ownership of user lifecycle management, access changes, and role-based access coordination.
• Hardware lifecycle ownership, from procurement coordination through deployment, support, refresh, and inventory control.
• ITSM-based service delivery experience, including triage, SLA tracking, escalation, and reporting.
• Vendor coordination, support escalation, procurement follow-up, and service accountability.

Identity, Access & Platform Administration

• Practical experience administering identity and access management controls.
• Experience administering cloud, SaaS, on-site, automation, and scripting environments.
• Working knowledge of security and compliance fundamentals, including least privileged access, access reviews, and audit evidence.

Experience & Background

• 4–8 years of hands-on experience in IT operations, systems administration, service delivery, business systems support, or related operational technology roles.
• Strong communication skills across stakeholder updates, customer-facing support, documentation, and compliance best practices.
• Ability to manage priorities, coordinate cross-time-zone escalations, communicate tradeoffs, and meet SLAs.
• Experience supporting or administering business systems, collaboration platforms, workflow tools, and cloud-first environments.
• Comfort using scripting, automation, and assistive tools to improve IT operations and documentation.
• Working knowledge of ISO 27001, SOC-2, HIPAA security frameworks, systems, and tools.

Working at Mersive

Who Thrives in This Role

• A true "jack-of-all-trades" mindset with strong ownership and follow-through.
• Curiosity and eagerness to learn information security and new systems, tools, and technologies.
• Sound judgment when handling sensitive systems, access, and confidential information.
• Comfort improving how things work, not simply maintaining the status quo.
• Someone who values mentorship, autonomy, and accountability.
• Willingness to participate in ad-hoc on-call support for critical issues when needed.

Growth, Development & Career Path

This role provides direct ownership of IT operations with continued exposure to systems, decision-making, and leadership. You will:

• Receive direct mentorship from the Director of IT.
• Lead hands-on company-wide IT operations planning and prioritization across geographic needs.
• Build fluency in business systems, cloud-hosted environments, and security solutions.
• Develop foundational experience in security, identity, and access management in a product-driven and customer-focused environment.
• Develop a broader IT operations perspective across distributed teams.
• Professional development is treated as a long-term investment, and the scope of the role may expand as business needs and skills grow.

Compensation & Benefits

Mersive offers:

• Full-time salaried manager-level position.
• Comprehensive benefits including medical, dental, vision, and retirement plans.
• Paid time off and company holidays.
• Flexible hybrid scheduling with regular on-site presence at Denver Headquarters.
• Ongoing mentorship and opportunities for professional, technical, and leadership development within IT Operations.

Equal Opportunity Employment

Mersive is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected status in accordance with applicable laws.

If you're looking for an IT career with real responsibility, broad exposure, and a chance to grow within a product-driven organization, we'd love to hear from you.