IT Operations Manager

Company Overview

Roof Maxx thrives on dynamism and innovation, cultivating a culture deeply rooted in sustainability, creativity, and empowering our employees. As pioneers in our industry, we cherish our dedicated remote team and prioritize internal growth. Our ethos emphasizes transparent communication, collaborative idea sharing, and a steadfast commitment to ethical business practices. Committed to social responsibility, we take pride in our Giving Pledge, a collaboration between Roof Maxx and the Dave Thomas Foundation for Adoption, to donate a portion of our profits toward finding permanent homes for foster children, exemplifying our commitment to community enrichment.

If you're ready to join our dynamic team and make a difference, we invite you to apply today!

Job Overview

The IT Operations Manager at Roof Maxx will report to the CTO and lead the help desk team, delivering exceptional technical support for internal corporate users and the dealer network across enterprise applications. This role is both strategic and hands-on, focused on driving operational excellence through automation, mentoring, and user-centered support.

The ideal candidate excels at troubleshooting complex technical issues, mentoring team members, and implementing automated solutions to improve service delivery. They will proactively seek opportunities to leverage AI and automation to reduce ticket volume, address common user issues, and ensure timely, high-quality support aligned with RoofMaxx.com's data-driven mission.

Key Responsibilities

• Oversee onboarding support for new corporate users and dealers, ensuring seamless access to applications and systems.
• Drive automation of onboarding and help desk processes; implement automation wherever possible to increase efficiency.
• Monitor and report on help desk Service Level Agreements (SLAs), ensuring timely resolution and a high standard of user satisfaction.
• Provide hands-on technical support for internal systems, applications, and user requests, resolving issues at all levels of complexity.
• Mentor and coach the help desk team members, fostering technical growth, collaboration, and accountability.
• Lead the team in adopting AI-powered solutions to manage and triage common support inquiries, reducing manual ticket volume.
• Analyze help desk trends and common user challenges to propose and implement preventive solutions and system improvements.
• Support a mix of custom and commercial-off-the-shelf (COTS) enterprise applications in a multi-platform environment.
• Use CRM and help desk software (e.g., HubSpot, Salesforce, Zendesk) to manage ticket workflows and generate staff performance reports.
• Serve as a collaborative partner across departments, offering IT support tailored to business needs and goals.
• Actively participate in knowledge-sharing, documentation, and continuous improvement efforts within the IT team.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• 5+ years of IT operations or help desk experience, including 2+ years in a leadership or mentorship role.
• Proven success in supporting integrated custom and COTS applications.
• Advanced knowledge of CRM/help desk tools and their use in ticket tracking and analytics.
• Demonstrated success in mentoring and developing help desk staff.
• Track record of identifying, initiating, and implementing process automation and operational improvements.
• Experience with hands-on troubleshooting for hardware, software, and application-level issues.
• Practical knowledge of AI tools or chatbots used to deflect or resolve Tier 1 support inquiries.
• Excellent interpersonal and communication skills, including the ability to guide users over the phone, chat, or Zoom.
• Strong organizational skills, with the ability to manage priorities and lead process change across teams.

Preferred Qualifications

• Experience in a consumer-facing or dealer network support environment.
• Familiarity with marketing systems, lead generation tools, or customer portals.
• Knowledge of cloud platforms like AWS or Azure.
• Certifications in ITIL, HDI, or other IT service management frameworks.
• Experience with automation platforms (e.g., Zapier, Power Automate, custom scripting).
• Familiarity with AI chat integrations or triage bots that reduce support workloads.
• Experience building data dashboards or reports to visualize SLA trends and team KPIs.

Key Performance Indicators (KPIs)

• Achieve 95% SLA compliance on help desk resolution times.
• Onboard 100% of new users and dealers within agreed timelines.
• Implement at least one onboarding or ticketing automation within the first six months.
• Maintain a 4.5/5+ team satisfaction score through mentoring and support leadership.
• Resolve 90% of escalated issues through hands-on involvement within 24 hours.
• Deliver monthly reports on SLA performance and team productivity to the CTO.
• Achieve 90%+ positive feedback from internal departments on the quality of IT support.

What We Offer

• Fully remote work
• Medical benefits
• Retirement plan
• Internet stipend
• Equipment stipend – bring your device; become eligible for reimbursement after 90 days
• Bonus pay
• Paid holidays and time off