About the Role:

Wing is looking for an experienced IT Operations Manager to work alongside our engineering, business, and operations teams to help seamlessly and scalably implement and manage delivery of IT systems and services supporting Wing’s overall business and operations needs. This role will be based in Palo Alto, CA on a hybrid basis.

In this role you’ll manage the team responsible for development, management, and ongoing support of Wing’s corporate and operations IT systems and services, particularly focused on technology and infrastructure supporting Wing’s global offices and operations sites. You will oversee planning, building, deploying, and maintaining scalable, sustainable IT infrastructure and services, as well as managing the overall IT Operations function and handling resource needs. As Wing’s corporate and operations footprint expands, you’ll consider forward-looking requirements and capabilities based on continuous feedback and analysis of key metrics, driving outcomes in-line with Wing’s overall goals.

This IT Operations Management role has an additional focus on managing the work of internal and external (vendor / contractor) team members across a highly capable multi-disciplinary team, working to inspire, grow, and develop talent while providing vision and setting direction for the team; leading effectively through well-defined outcomes.

What You’ll Do:

• Collaborate with Wing stakeholders to plan, develop, and deliver IT solutions, integrated into an overarching business technology strategy aligned to Wing’s goals for scalable autonomous delivery
• Wing’s IT systems and services include: connectivity, networking, and edge infrastructure for offices and operations sites, device configuration and management, IT service monitoring and support, account and access management
• Manage development and delivery of IT Operations capabilities throughout Wing’s technology development process, including:
• Managing costs and budgeting for IT systems, services, and development programs
• Managing contracts and relationships with vendors providing and supporting IT services
• Collaborating in the development of IT standards and practices alongside other Wing stakeholders, including Information Security, People Operations, and Legal
• Participate as needed in day-to-day IT operations and service delivery activities, including:
• Administer and support corporate and operations IT services
• Author and maintain documentation for Wings IT services and systems
• Manage asset tracking and inventory control for Wing technology assets
• Maintain support processes and documentation for the IT team’s technology solutions, ensuring a high quality experience for our stakeholders
• Act as a secondary escalation point for supporting our services and infrastructure
• Stay up to date with the latest technologies and IT trends

What You’ll Need:

• 8+ years experience within IT Operations Management, or equivalent experience
• BA/BS/MS degree in related field, and / or relevant skills and equivalent practical experience
• Strong experience with deploying and managing IT infrastructure and services (particularly connectivity, networking, configuration and device management, and access management)
• Ideally: experience with managing IT services in both corporate and field operations environments
• Strong familiarity software-defined WAN, network infrastructure planning, and related connectivity concepts
• Familiarity with integration and management of corporate IT access, configuration, and monitoring systems (e.g. Puppet, Zabbix, Google Cloud Platform, Google Workspace, MDM platforms, etc)
• Experience implementing IT systems configuration, change management, and problem resolution using industry standard best practices
• Experience with IT service management frameworks and platforms (e.g. ServiceNow ITIL / ITSM) and related project management methodologies
• Extensive experience managing information systems projects across the complete program life cycle (e.g. analysis, design, operation, and support), including sourcing, procurement, and IT vendor management
• Experience managing the work of high-performing IT Operations teams
• Ability to operate independently and decisively in an environment with ambiguous and potentially shifting requirements
• Strong interpersonal, analytical, and communication skills, particularly for keeping stakeholders and leadership informed of developments and progress
• Occasional out of area travel may be required to oversee onsite deployment or other IT services activities
• Infrequent early morning, evening, holiday and/or weekend work may be required for critical incident response or support escalation