What are the responsibilities and job description for the IT Operations Manager position at Hotel Engine?
Join Our Journey at Engine
At Engine, we're revolutionizing work travel. Our modern travel platform isn't just about booking trips; it's about transforming how businesses and their teams experience travel. From seamless booking options with top airlines, hotels, and car rental providers to single-invoice billing and flexible trip modifications, we make travel not only easier to manage but also enjoyable. Backed by powerhouse investors like Telescope Partners, Blackstone, Elefund, and Permira, we're growing fast—and we want you to be part of it.
Your Mission: As part of the Engine team, you'll play a vital role in an environment where innovation meets collaboration. Here's what you'll take charge of:
We believe in rewarding great work with great benefits:
Join us on our mission to transform how work travel works—for businesses, for travelers, and for the industry. Apply now and let's make travel simpler, smarter, and more enjoyable—together.
At Engine, we're revolutionizing work travel. Our modern travel platform isn't just about booking trips; it's about transforming how businesses and their teams experience travel. From seamless booking options with top airlines, hotels, and car rental providers to single-invoice billing and flexible trip modifications, we make travel not only easier to manage but also enjoyable. Backed by powerhouse investors like Telescope Partners, Blackstone, Elefund, and Permira, we're growing fast—and we want you to be part of it.
Your Mission: As part of the Engine team, you'll play a vital role in an environment where innovation meets collaboration. Here's what you'll take charge of:
- Lead and manage IT Support and IT Employee Lifecycle teams, ensuring seamless service delivery across multiple office locations and remote teams.
- Oversee IT Support operations, ensuring prompt and effective ticket resolution while improving key metrics such as first-contact resolution rates and ticket routing efficiency.
- Optimize the IT Employee Lifecycle process, ensuring smooth onboarding and offboarding experiences with timely provisioning of IT equipment, system access, and account deactivation.
- Foster a culture of collaboration and accountability, driving continuous improvement in service delivery and operational efficiency.
- Monitor and improve key IT performance indicators (KPIs), leveraging data to identify bottlenecks and optimize workflows for IT support and employee lifecycle management.
- Collaborate with HR, Legal, and business units to ensure effective execution of IT processes, including system provisioning, security access, and compliance with governance frameworks.
- Experience: 7 years in IT operations, systems administration, or related roles, with at least 2 years of leadership experience.
- Education: Bachelor's degree in Computer Science, Information Systems, or a related field.
- Technical Skills: Experience with cloud-based tools such as Okta, Google, Slack, Jira, and Zoom.
- Process Expertise: Solid understanding of ITIL processes, IT governance, security standards, and compliance frameworks.
- Leadership: Proven track record of effective people management, team building, and performance coaching.
- Problem-Solving Mindset: Ability to drive improvements in ticket management, service efficiency, and overall IT operations.
- Bonus Points If You Have: ITIL, PMP, CISSP, or similar certifications, experience with vendor management, and expertise in change management.
We believe in rewarding great work with great benefits:
- Compensation: Competitive base pay tied to role and experience, with opportunities for bonuses, commissions, and equity.
- Benefits: Check out our full list at engine.com/culture.
- Environments for Success: Different roles have different needs in terms of the environments that drive success which is why we have a hybrid-hub model. Whether you are in one of our amazing offices or fully remote, we'll make sure you have what you need to succeed.
Join us on our mission to transform how work travel works—for businesses, for travelers, and for the industry. Apply now and let's make travel simpler, smarter, and more enjoyable—together.
