Sierra · 3 weeks ago
IT Operations Lead
San Francisco, CA
Full-time
Onsite
Senior Level
$200K/yr - $220K/yrSierra is creating a platform to enhance customer experiences through AI, with a commitment to core values like Trust and Customer Obsession. The IT Operations Lead will manage global end-user support operations, mentor team members, and ensure high-quality employee experiences across various locations.
Artificial Intelligence (AI)Enterprise SoftwareSaaS
Responsibilities
Lead global end-user support operations, providing a consistent, high-quality employee experience across offices and remote teams
Serve as a player-coach—working tickets directly while mentoring others, refining processes, and building scalable support routines
Partner with GRC, security, and engineering teams to align on device, identity, and SaaS management standards
Oversee onboarding and device offboarding, ensuring timely laptop retrievals, Jamf wipes/reassignments, and accurate asset records
Manage vendor and MSP relationships with clear SLOs, documentation, and service reviews to extend coverage globally
Use a concise scorecard (CSAT, response/resolution SLOs, backlog health, and knowledge quality) to guide coaching and continuous improvement
Build workflows and leverage automation and AI agents to optimize ITSM
Qualification
Required
Proven experience leading IT support or helpdesk teams in a fast-scaling, multi-office environment
Strong troubleshooting skills across macOS endpoints, hardware, SaaS, and fundamentals like networking, printers, and AV
Practical ITSM expertise—configuring ticket queues, workflows, SLAs, and built-in automations to streamline service delivery
Deep customer empathy with clear communication and documentation habits that build trust across technical and non-technical audiences
Experience managing MSPs or vendor partners and driving accountability through clear metrics and reviews
Bachelor's degree or equivalent professional experience in Information Technology, Computer Science, or a related field
Preferred
Certifications or equivalent experience (e.g., ITIL Foundations, Jamf, Okta)
Background in scaling global IT support or building distributed coverage models
Experience developing support playbooks, KCS knowledge programs, or IT onboarding improvements in a fast-growth environment
Benefits
Flexible (Unlimited) Paid Time Off
Medical, Dental, and Vision benefits for you and your family
Life Insurance and Disability Benefits
Retirement Plan (e.g., 401K, pension) with Sierra match
Parental Leave
Fertility and family building benefits through Carrot
Lunch, as well as delicious snacks and coffee to keep you energized
Discretionary Benefit Stipend giving people the ability to spend where it matters most
Free alphorn lessons
Company
Sierra
Sierra provides a platform that builds and manages conversational AI agents for customer experiences.
Founded in 2023
201-500 employees
H1B Sponsorship
Sierra has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (2)
Funding
Current Stage
Growth StageTotal Funding
$635MKey Investors
SoftBank Vision FundGreenoaks
2025-12-04Series Unknown
2025-09-04Series Unknown· $350M
2024-10-28Series Unknown· $175M
Leadership Team
Bret Taylor
Co-Founder
Recent News
GlobeNewswire
2026-01-06
Company data provided by crunchbase