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!
We are looking for an exceptional
Manager, IT Operations responsible for leading Level 3 IT operational support across multiple domains, including network infrastructure, endpoint management, identity management, application management, and cloud system management. This team bridges transactional work escalated from the L1 and L2 Service Desk teams and partners closely with engineering groups to ensure timely and effective resolution. The Manager oversees processes including endpoint repair, laptop refresh, and AV technology support.
What Youʼll Do
- Lead and manage the Level 3 IT Operations support team, ensuring efficient resolution of escalated technical issues.
- Oversee operational support across network, identity, application, endpoint, and cloud management domains.
- Ensure seamless escalation flow from L1/L2 to engineering teams when necessary.
- Own the endpoint repair and laptop refresh lifecycle processes.
- Manage AV technology support for conference rooms and corporate facilities.
- Develop and monitor performance metrics and KPIs to ensure world-class operational support.
- Implement policies, procedures, and technologies to enhance IT operations service delivery.
- Drive continuous improvement through process optimization and stakeholder feedback.
- Ensure compliance with company security policies and industry regulations.
What Makes You a Great Fit
- Technical team leadership and people management.
- Expertise in Level 3 troubleshooting across diverse technical domains.
- Strong escalation management and incident response capabilities.
- Experience supporting enterprise OS, browsers, productivity tools, and cloud platforms.
- Ability to mentor, coach, and develop high-performing operations staff.
- Excellent communication skills and ability to simplify complex concepts.
- Working knowledge of enterprise IT best practices and emerging trends.
- Bachelor's degree in Information Technology or related field, or equivalent experience.
- Minimum of 3-5 years of experience leading technical teams.
- Strong understanding of IT service management and operational support models.
- Proven ability to manage high-performing technical teams.
- Excellent communication, interpersonal, and organizational skills.
On-Camera Policy
To support a fair, transparent, and engaging interview experience, candidates interviewing remotely are expected to be on camera during all video interviews. Being on camera fosters authentic connection, improves communication, and allows for full engagement from both candidates and interviewers. We understand that technical, bandwidth, or location-related challenges may occasionally prevent video use. If this applies, candidates are required to notify us in advance so we can explore appropriate accommodations.
At Arctic Wolf, we foster a collaborative and inclusive work environment that thrives on diversity of thought, background, and culture. This is reflected in our multiple awards, including Top Workplace USA (2021-2025), Best Places to Work – USA (2021-2025), Great Place to Work – Canada (2021-2024), Great Place to Work – UK (2024-2026), and Kununu Top Company – Germany (2024-2026). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction, with over 10,000 customers worldwide and more than 2,000 channel partners globally. As we continue to expand globally and enhance our technology, Arctic Wolf remains the most trusted name in the industry.
Our Values
Arctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day. We believe in diversity and inclusion, and truly value the unique qualities and unique perspectives all employees bring to the organization. And we appreciate that—by protecting people's and organizations sensitive data and seeking to end cyber risk— we get to work in an industry that is fundamental to the greater good.
We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance. See more about our Pack Unity here.
We also believe and practice corporate responsibility, and have recently joined the Pledge 1% Movement, ensuring that we continue to give back to our community. We know that through our mission to End Cyber Risk we will continue to engage and give back to our communities.
All Wolves Receive Compelling Compensation And Benefits Packages, Including
- Equity for all employees
- Flexible annual leave, paid holidays and volunteer days
- Training and career development programs
- Comprehensive private benefits plan including medical insurance for you and your family, life insurance (3x compensation), and personal accident insurance.
- Fertility support and paid parental leave
Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law. Arctic Wolf is committed to fostering a welcoming, accessible, respectful, and inclusive environment ensuring equal access and participation for people with disabilities. As such, we strive to make our entire experience as accessible as possible and provide accommodations as required for candidates and employees with disabilities and/or other specific needs where possible. Please let us know if you require any accommodation by emailing [Confidential Information]. View our Hiring Page to learn more about our application process.
Security Requirements
- Conducts duties and responsibilities in accordance with AWN's Information Security policies, standards, processes, and controls to protect the confidentiality, integrity and availability of AWN business information (in accordance with our employee handbook and corporate policies).
- Background checks are required for this position.
- This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (EAR). Please note that, if applicable, an offer for employment will be conditioned on authorization to receive software or technology controlled under these U.S. export control laws and regulations.
