O
Posted 6 hours ago
Manager I, IT Operations and Services
OpenGovManager I, IT Operations and Services
Requirements
5+ years IT support experience, 1+ year people leadership, macOS and Windows proficiency, ITIL/ITSM knowledge, AWS environment management, SaaS industry experience, Okta and endpoint tool familiarity
Skills
ITSMAWSSaaS
About the role
About the Company
OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust.
Responsibilities
- Lead day-to-day Pune service desk operations including triage, categorization, and customer communications
- Own Pune performance against SLAs, backlog aging targets, and reopen-rate reduction
- Establish queue coverage plans and ensure clean cross-time-zone handoffs
- Define and enforce ITSM processes for incident, request, knowledge, problem, and asset management
- Drive KB and SOP adoption to improve self-service deflection
- Identify automation opportunities to reduce toil and improve service levels
- Coach, develop, and performance-manage the Pune IT Services team
- Establish capability tiers, training plans, and QA sampling
- Produce weekly and monthly reporting on support health and trends
- Serve as the Pune escalation leader for high-impact support cases
Requirements
- Minimum of 5 years in IT support/service delivery with hands-on troubleshooting experience
- Minimum of 1 year of people leadership or strong lead-level mentoring experience
- Working knowledge of macOS, Windows OS, and common SaaS tools
- Demonstrated experience running service desk processes (incident/request/knowledge)
- Experience managing AWS environments and supporting engineering/R&D functions
- Experience working in a SaaS environment or technology company
- Experience with ITIL/ITSM concepts and metrics-driven operations
- Familiarity with endpoint tools (Kandji, NinjaOne, SentinelOne) and Okta
- Experience working with distributed teams and follow-the-sun operations
Benefits
- Comprehensive healthcare options for individuals and families
- Flexible vacation policy and paid company holidays
- 401(k) with company match
- Paid parental leave, wellness stipends, and HSA contributions
- Professional development and growth opportunities
- Collaborative office environment with weekly catered lunches
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OpenGov · Pune
