Manager, IT Operations & Support jobs in United States
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Rhone · 7 hours ago

Manager, IT Operations & Support

positionStamford, CT
timeFull-time
remoteHybrid
seniorityMid, Senior Level
date6+ years exp

Rhone is a company that cultivates a work culture rooted in core values such as resilience and collaboration. The Manager, IT Operations & Support is responsible for overseeing the daily operations of the IT support function, leading the support desk team, managing escalations, and improving operational efficiency.

ApparelE-CommerceRetail

Responsibilities

Lead, mentor, and develop the support desk team, fostering a culture of collaboration and continuous improvement
Manage the allocation of resources to ensure timely resolution of support tickets and escalations
Establish and monitor team performance metrics, reporting on SLA adherence and customer satisfaction
Provide guidance and escalation support for complex technical issues
Develop and implement IT support processes, documentation, and best practices to optimize efficiency
Maintain a centralized knowledge base of common issues and solutions to enhance self-service capabilities
Oversee asset tracking and inventory management for IT equipment at corporate, remote, and store locations
Manage IT onboarding processes, ensuring new employees have secure and efficient access to systems and tools
Collaborate with the Director, Infrastructure & Security to plan and execute IT components of new store openings, remodels, and relocations
Ensure the proper deployment, configuration, and maintenance of hardware, software, and networking equipment
Work with vendors and service providers to ensure timely delivery and setup of IT resources for projects
Analyze support ticket trends and identify opportunities for process improvement and training
Drive initiatives to enhance user experience and proactively address recurring issues
Stay informed of emerging IT technologies and tools to recommend innovative solutions for improving support operations

Qualification

IT support managementHardwareSoftware knowledgeTechnical leadershipIT service management (ITSM)Point of Sale (POS) systemsCommunicationProblem-solving skillsOrganizational skills

Required

6+ years of experience in IT support or technical operations, with at least 3 years in a leadership role
Proven experience managing and mentoring IT support teams
Strong technical knowledge across hardware, software, and networking domains, including experience with Point of Sale (POS) systems and retail technologies
Familiarity with IT service management (ITSM) frameworks, such as ITIL, and experience with ticketing systems
Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders
Strong organizational and problem-solving skills, with a focus on prioritizing and managing multiple projects simultaneously
Experience supporting IT deployments for new locations, including hardware installation and network setup

Company

Rhone

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Rhone is performance driven apparel made by and for those in the pursuit of progress.
dateFounded in 2013
location
New Canaan, Connecticut, USA
people-size51-200 employees
web-link
https://www.rhone.com/

Funding

Current Stage
Growth Stage
Total Funding
$37.04M
Key Investors
L Catterton
2022-07-01Series Unknown
2019-03-08Series Unknown· $9.9M
2019-03-07Series C· $1.43M

Leadership Team

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Nate Checketts
CEO | Co-Founder
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Matthew Wallace
Chief Operating Officer
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Recent News

PR Newswire
Rhone Turns Goal Setting into a Year of Action with Founder-Led "12 Pursuits"
2026-01-22
PR Newswire
Rhone Appoints New Chief Operating Officer
2025-11-19
PR Newswire
Rhone Announces Two New Board Members
2024-06-04
Company data provided by crunchbase