Responsibilities
- Lead and develop an IT team focused on transforming technical support into automated service delivery, emphasizing both technical precision and user-centric empathy.
- Manage a geographically dispersed internal team alongside a third-party service provider, ensuring high standards of performance and professional development across a cloud-centric technology environment.
- Design and implement data-informed operational frameworks where incident analytics and root cause insights guide immediate resource decisions and prioritization.
- Drive automation initiatives to eliminate repetitive tasks and streamline user lifecycle management, enabling proactive resolution of issues before user impact.
- Collaborate with business departments to understand needs, apply empathetic problem-solving, and align IT operations with compliance, auditability, and strategic goals.
- Serve as the primary resolver for critical technical escalations, directing thorough investigations and implementing long-term solutions.
- Contribute to the team’s on-call rotation for incident response and system stability.
Benefits
- Comprehensive medical, dental, and vision coverage including access to a premium healthcare membership service
- Flexible spending accounts for health and dependent care expenses
- 401(k) retirement plan with employer matching contributions
- Unlimited paid time off with flexible usage policies
- Reimbursements for wellness activities and professional development
- Paid leave for new parents and fertility-related treatments
- Pet insurance coverage for employees’ animals
- Assistance with student loan refinancing
- Digital platforms offering mental health support, fitness guidance, and mindfulness tools
Compensation
The target base salary for this position ranges from $179,800 to $213,500, in addition to a competitive equity and benefits package (as applicable). Compensation varies based on location, job-related knowledge, skills and experience.
Work Arrangement
On-site
Team
Leads a hybrid team structure composed of internal staff and an external managed service provider, overseeing a distributed workforce across functions.
Other
- The target base salary for this position ranges from $179,800 to $213,500, in addition to a competitive equity and benefits package (as applicable).
- Compensation varies based on location, job-related knowledge, skills and experience.
- This role requires being at the HQ office in NY 4 days per week.
- Ro is an equal opportunity employer and provides reasonable accommodations for qualified individuals with disabilities in the application and interview process.
