Acumed LLC
As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.
Location: Hillsboro, Oregon
Job Scope
The Global IT Operations Manager leads day-to-day IT operations across global offices, ensuring reliable technical support, operational excellence, and a positive end-user experience. This role manages internal and external service desk resources, drives Microsoft 365 adoption, oversees ITIL-aligned service delivery, and partners with infrastructure and security teams to implement secure, scalable technology solutions.
Duties/Responsibilities
- Lead, train, and mentor IT service desk staff, ensuring timely issue resolution, effective escalations, and excellent customer service.
- Develop and maintain IT support policies, procedures, service standards, and ITIL-aligned processes for incident, request, problem, and change management.
- Monitor service desk performance, including SLAs, first-call resolution, MTTR, customer satisfaction, ticket backlogs, and operational KPIs.
- Drive implementation, adoption, and support of Microsoft 365 tools, including Copilot, Teams, SharePoint, Outlook, and Power BI.
- Provide end-user training, documentation, and communications to improve technology adoption and productivity.
- Identify opportunities to automate support workflows, streamline processes, and improve service delivery.
- Manage endpoint hardware and software installations, upgrades, configurations, asset lifecycles, and vendor relationships.
- Partner with Information Security on endpoint protection, vulnerability remediation, identity governance, and security compliance.
- Support network and infrastructure initiatives involving LAN, WAN, VPN, wireless, cloud solutions, and Active Directory.
- Support disaster recovery, backup strategies, and business continuity readiness.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field.
- 7–10 years of IT management experience, including networking and end-user support.
- 5+ years of IT Operations team leadership or supervisory experience.
- Strong knowledge of enterprise networking architecture, protocols, and security.
- Familiarity with ITIL practices and service desk management frameworks.
- Experience with Freshservice administration, workflows, automation, service catalogs, and reporting preferred.
- Experience supporting geographically distributed teams across multiple regions and time zones preferred.
- Strong leadership, communication, analytical, and problem-solving skills.
- Detail-oriented, customer-focused, and comfortable working in a fast-paced environment.
Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.
We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], and please be sure to include the title and the location of the position for which you are applying.
