IronOrbit

The IT Operations Manager is responsible for leading IT support operations globally and managing corporate applications that enable the business to operate efficiently and securely. This role ensures consistent end-user support across all regions, owns service delivery performance, and drives ongoing improvements in IT operations, tooling, and team capability.

Collectivus Holdings guides many of the most prestigious brands in the Collecting, Trading Card Game, and Hobby industries. With a century’s worth of collective experience in driving product and service innovation, high-end quality standards, and elevated customer experience, Collectivus brands are among the most recognized and loved throughout the world by the communities they serve.

Arcane Tinmen – Merchant Guild – Southern Hobby Distribution

Nashville – Aarhus – Lisbon – Worldwide

Key Responsibilities

Global IT Support Operations

• Lead and manage a global IT Support Desk team providing end-user support across multiple regions and time zones.
• Own all IT support requests, incidents, problems, and service delivery SLAs.
• Ensure a consistent and reliable end-user support experience across all regions.
• Develop, maintain, and enhance IT support processes, escalation paths, and operational documentation.
• Drive measurable improvements in ticket resolution times, customer satisfaction (CSAT), and operational efficiency.

Corporate Applications Management

• Oversee corporate applications, including (but not limited to): Microsoft 365, Jira, Confluence, Intune, JAMF, and other enterprise support tools.
• Partner with business stakeholders to align corporate applications with operational and business needs.
• Manage application access, licensing, configurations, integrations, and lifecycle management.
• Ensure all platforms are secure, compliant, scalable, and well-documented.

People & Team Leadership

• Hire, onboard, mentor, and develop IT support and corporate applications team members.
• Establish clear performance goals, career development plans, and accountability frameworks.
• Conduct regular performance reviews and provide coaching and feedback.
• Foster a collaborative, customer-focused, and continuous improvement–driven team culture.

Process, Governance & Security

• Enforce IT policies, standards, and best practices across all support and application operations.
• Ensure onboarding and offboarding processes are executed accurately, securely, and consistently.
• Partner with Security, Infrastructure, and Cloud teams to support compliance, audits, and risk management initiatives.
• Maintain accurate system documentation, runbooks, and knowledge bases.

Stakeholder & Vendor Management

• Act as the primary IT point of contact for end-user support and corporate applications.
• Manage relationships with IT vendors, service providers, and software partners.
• Communicate clearly and proactively with leadership on performance metrics, risks, issues, and improvement initiatives.

Qualifications:

• 7+ years of experience in IT operations, IT support, or service management roles
• 3+ years of experience managing global IT support or service desk teams
• Strong experience with Microsoft 365, endpoint management (Intune, JAMF), and enterprise SaaS tools
• Proven ability to define and manage SLAs, KPIs, and IT service metrics
• Experience working in distributed, multi-time-zone environments
• Strong leadership, communication, and stakeholder management skills

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