IT Operations and Support Manager

Overview

Join Room & Board's Technology Services team as an IT Operations and Support Manager, where you will lead our Technology Support (Help Desk) and Desktop Engineering teams under a unified vision for end-user technology services. In this role, you'll be responsible for ensuring the reliable delivery of end-user devices, responsive support, and a consistent, high-quality experience across our organization.

Beyond leading Technology Support and Desktop Engineering, you'll play a key role in advancing our service management capabilities through ownership of our ITSM platform, Major Incident Management, and Change Management practices. While this role directly leads end-user support functions, its influence extends across the broader IT organization through collaboration with technical and business teams to improve processes, strengthen operational maturity, and ensure services remain reliable, secure, and aligned with organizational priorities. In doing so, you'll help build a scalable support model that enables both our business and staff to succeed.

Our Technology Services team is comprised of desktop engineers, support technicians, systems engineers, network engineers, a project manager, and interns (approximately 15 team members), and supports more than 1,000 employees nationwide. Reporting to the Director of Technology Services, this role is equal parts people leader, operational strategist, and business partner. You will bring structure and accountability while taking the time to listen, learn, and assess how teams and the business operate today, then thoughtfully evolve our approach to deliver consistent, efficient, and user-centered services.

Work Location:

4600 Olson Memorial Highway, Golden Valley, MN (off Hwy 100 & 55)

This role requires working on-site 5 days per week during the initial on-boarding and acclimation period. Once fully established in the role, there is potential for 1 remote workday per week. Additionally, there is an on-call responsibility associated with this role. We are not considering remote candidates for this position. 

You’ll share your talents in the following ways as an IT Operations and Support Manager:

• Own and evolve core ITIL practices and service performance, establishing KPIs and SLAs and using data and operational insight to drive continuous improvement across Incident, Request, Problem, Change, and Major Incident Management.
• Serve as the accountable leader for Change Management across our IT organization by scheduling, facilitating and documenting meetings, ensuring appropriate compliance, risk awareness, and communication.
• Serve as the accountable leader for Major Incident Management across our IT organization, driving resolution by facilitating incident bridges, cross-functional technical response, stakeholder communications, and post incident reviews.
• Own the continuous improvement of our IT Service Management platform (including upcoming implementation of a new platform), including workflows, reporting, standards, automation, and future enhancements.
• Lead and develop the Technology End User Support and Desktop Engineering teams, balancing team performance, operational consistency and staff professional growth.
• Provide leadership and oversight for vendor relationships, hardware and software procurement, inventory, and asset lifecycle to maintain cost-effective, high-quality support.

You embody these core attributes and qualities as an IT Operations and Support Manager:

• Business-Oriented Thinker: Seeks to understand how teams work, the tools they use, and why it matters.
• Service Experience Advocate: Focuses on improving consistency and ease of support for end users.
• Collaborative Leader: Builds strong relationships across IT and business teams, leading through influence as well as authority.
• Incident Leader: Confidently steps in during high-pressure situations, bringing clarity, coordination, and direction.
• Balanced Operator: Brings visibility and rigor to operations without needing to work in the weeds.

Additionally, you'll bring the following experience and demonstrated skills as an IT Operations and Support Manager:

• 5+ years of IT support experience, including 3+ years of leadership.
• Hands-on experience implementing and maturing ITSM/ITIL practices in a practical, business-aligned way.
• Proven experience leading and developing support/help desk and/or desktop engineering teams, with strong leadership and coaching abilities that elevate team performance and growth.
• Demonstrated experience managing problems and major incidents and coordinating cross-functional resolution.
• Strong operational mindset, with the ability to bring structure and rigor without getting lost in day-to-day ticket execution.
• Ability to listen, assess, and implement thoughtful improvements rather than applying one-size-fits-all solutions.
• Excellent communication and collaboration skills, with the ability to partner effectively across technical and business teams.
• Strong analytical and problem-solving skills, with a focus on continuous improvement.

What you’ll find working here as an IT Operations and Support Manager:

• Salary: $105,000- $130,000 / yr., depending on experience.
• Benefits that focus on holistic well-being. The whole person matters, not just the one who shows up for work. That’s why we invest in holistic well-being that supports and encourages you to live a full life. Besides a competitive paycheck, we offer benefits to help you thrive in every aspect of life. That includes three weeks of paid vacation, a generous 401(k) match, profit-sharing and more. As a 100% employee-owned company, staff members working 1,000 hours or more in a 12-month period are eligible to participate in our Employee Stock Ownership Plan (ESOP). This plan acts as an additional Retirement Savings Plan fully funded by Room & Board.
• Meaningful work. We create a meaningful work experience by empowering everyone to contribute, taking pride in everything we do, and making the world sustainable, inclusive, and beautiful.
• A culture of respect. We sustain a culture of respect by relying on our shared values, building supportive and kind teams, and ensuring all voices are heard and celebrated.

To view our benefits in detail and to learn more about our culture, please visit https://www.roomandboard.com/careers.

Application Deadline: The position will remain open until filled; there is no specified deadline.

Room & Board is a modern furniture and home decor retailer committed to creating beautiful, well-made products while providing exceptional customer service. Our mission is to help people create homes they love through timeless designs, sustainable practices, and a focus on quality craftsmanship. To learn more about our company, please visit https://www.roomandboard.com.

Room & Board is an equal employment opportunity employer. Our policy is not to unlawfully discriminate against any applicant or staff member on the basis of age, race, color, sex, sexual orientation, gender identity or expression, religion, national origin, disability, or any other consideration made unlawful by applicable federal, state, or local laws. We also prohibit harassment of applicants and staff members based on any protected category, characteristic or status. It is also our policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.

As an applicant, you have rights under Federal Employment Laws, and your state may offer additional protections. To view applicable laws, visit our partner site.

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