Manager, Information Technology

Responsibilities

• Lead and manag e daily operations of various IT teams , ensuring alignment with strategic busi ness objec tives , effective workload manag ement, escalation handling, and t imely resolution of service issues across cloud applications, SaaS platforms, and supporting infrastructure.
• Operate within an ITIL based support model , emphasizing service quality, stakeholder communication, and engagement while establishing , tracking, and reporting operational metrics related to incidents, requests, problems, and changes.
• Own service performance reporting for cloud infrastructure, network services, and SaaS applications, including availability, incident trends, SLA adherence, mean time to resolution (MTTR), backlog health, and recurring issue analysis.
• Manag e and direct project work for the team, establishing timelines and accountability for initiatives such as system upgrades, SaaS rollouts, audits, cloud migrations, infrastructure, and operational process improvements.
• Provide regular reporting to leadership on team performance, service health, risk areas, operational trends, and project progress, translating technical data into clear, business r elevant insights.
• Contribute to planning and execution of application upgrades, releases, and configuration changes, including input into implementation strategies, backup procedures, and rollback plans.
• P rovide input on application and infrastructure, scalability , resilience, and capacity planning to support Arctic Wolf's growth and operational needs .
• Oversee cloud infrastructure and network adjacent services , ensuring secure, reliable operations across environments such as AWS, identity platforms, and core connectivity services supporting internal applications.
• P lanning, and secure operability of enterprise SaaS platforms including (but not limited to) Egnyte, Microsoft 365, Zoom, Slack, and other critical business applications.
• Leverage ServiceNow as the system of record for IT operations, ensuring accurate data capture across incident, request, problem, and change processes to support operational reporting and continuous improvement.
• Partner with ServiceNow platform owners to enhance workflows, dashboards, knowledge content, and automation that improve service delivery, reduce manual effort, and increase operational transparency.
• Experience & Requirements
• Deep, hands-on knowledge of ServiceNow , including incident, request, problem, and change manag ement, operational reporting, dashboarding, workflow optimization, and data quality governance within an ITIL b ased operating model.
• Strong expertise in enterprise SaaS platform support and operations , including service ownership, availability manag ement, incident response, vendor coordination, access governance, and lifecycle manag ement for business-critical applications.
• Broad infrastructure and cloud operations knowledge , including cloud platforms (e.g., AWS), identity services, network adjacent services, and core enterprise infrastructure required to support secure, scalable internal systems.
• Proven ability to translate operational data into executive l evel reporting , including service health, SLA performance,

Benefits

Additional Information

At Arctic Wolf, you won't just watch the cybersecurity industry evolve - you'll help lead the change. Our global Pack is made up of people who thrive on solving hard problems, moving fast, and building technology that protects organizations around the world. We're proud to be recognized by Forbes, CNBC, Fortune, CRN, Bartner Peer Insights and IDC MarketScape - but what matters most is the work behind it: delivering real outcomes for customers through award winning innovation like our Aurora Platform. If you're looking for meaningful work, smart teammates and the chance to make a real impact in a high-growth company that's redefining security operations, Arctic Wolf is the right place for you! Our mission is simple: End Cyber Risk. We're looking for a/an Manager, Information Technology to be part of making this/that happen. Position Overview and Objective The Manager, Information Technology will contribute to our IT department to provide high quality operational and technical cloud application and cloud infrastructure management to internal business functions at Arctic Wolf. You will work closely with internal stakeholders to minimize the adverse impact of incidents and problems, prevent recurrence, and ensure operational reliability across cloud platforms, SaaS applications, and network infrastructure. This position leads a team of technical SMEs responsible for Arctic Wolf's internal core services, serving as the primary point of accountability for service performance, operational reporting , and continuous improvement. You will maintain deep knowledge of supported business processes and operational workflows, while partnering cross functionally with IT teams responsible for developing, supporting, securing, and testing applications and underlying infrastructure.

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