General Manager - IT Operations

Company Overview

Business Wire, part of Berkshire Hathaway, is a global leader in press release distribution and regulatory disclosures, committed to transforming how organizations engage with their audiences. Serving diverse organizations worldwide, we distribute vital market-moving news and multimedia content designed to enhance social engagement and audience interaction.

Role Summary

The General Manager of IT Operations is tasked with leading Business Wire’s IT Operations team, ensuring the highest standards of internal service and support. This leadership position involves strategic planning, operational management, and team development across IT services, including timely IT issue resolution, management of critical internal systems, overseeing procurement, and delivering exceptional service to staff and customers. Collaboration with Engineering and Cybersecurity leadership is essential to align IT operations with broader technology goals.

Primary Responsibilities

• Develop and execute both short- and long-term IT strategy encompassing Service Desk, Customer Support, Procurement, Facilities, and Corporate IT functions.
• Continuously enhance IT Operations processes to optimize client service quality, incident resolution speed, and maintenance of critical systems and equipment.
• Manage project schedules and milestones ensuring successful roadmap implementation and project delivery.
• Create standardized reporting and communication protocols to increase transparency on progress, risks, and operational initiatives, fostering stakeholder collaboration.
• Provide senior leadership support by advising on strategic and operational priorities and managing the growth and development of the IT Operations team.
• Forge strategic partnerships with internal Engineering and Cybersecurity teams to promote collaboration and cohesive technology objectives.
• Ensure all service requests are properly logged, prioritized, and resolved while tracking performance metrics to maintain high customer satisfaction.
• Oversee Corporate Facilities management, including expense reporting and resource allocation for the San Francisco headquarters and supporting remote operations.
• Analyze Service Desk trends to proactively address systemic issues through root cause analysis and preventative measures.
• Administer and maintain Windows-based IT infrastructures including Active Directory, identity management, and Microsoft Office 365 services.
• Plan and supervise system upgrades, patches, and configuration changes to sustain optimal IT system performance.
• Manage IT procurement activities, including vendor relationship management, sourcing, and contract renewals to ensure alignment with business needs.
• Lead teams effectively during complex technical incidents, serving as the interface between clients and technical responders.
• Exercise sound judgment to identify and resolve complex operational challenges aligned with company objectives.
• Develop and track service level objectives (SLOs) and key performance indicators (KPIs), providing regular performance reports to leadership.
• Conduct ongoing staff coaching, performance reviews, and training to uphold technical expertise and customer service excellence.

Candidate Requirements

• Availability to work onsite in San Francisco approximately twice weekly.
• Minimum 15 years’ experience managing IT support and corporate IT operations, covering Service Desk, cross-functional IT functions, and systems administration.
• Proven leadership managing multiple IT disciplines and balancing strategic with operational responsibilities.
• Experience overseeing IT procurement, vendor relationships, budget control, and technology sourcing.
• Track record in developing IT strategies and guiding organizational change.
• Strong leadership and team-building capabilities.
• Comprehensive knowledge of IT service management frameworks, Windows and Mac OS, Office 365, networking basics, and endpoint management.
• Familiarity with wireless networking technologies.
• Proficiency with Jira Service Desk or comparable ticketing platforms like ServiceNow, Zendesk, or Salesforce.
• Hands-on experience with Okta/Entra, Intune, Office 365, telephony systems, Microsoft/Azure Active Directory, and group policy administration.
• Competence in creating and maintaining standard operating procedures.
• ITIL certification viewed favorably.
• Excellent communication skills for effective interaction with internal and external stakeholders, including executive leadership, with the ability to clearly simplify complex technical concepts.

Additional Information

Business Wire does not provide employment visa sponsorship for this position.

Compensation and Benefits

• Annual base salary ranging from $165,000 to $175,000, determined by factors including education, experience, skills, internal equity, and market data.
• Remote working is permitted.
• Comprehensive health coverage starting on day one of employment.
• $100 monthly fitness stipend, tuition reimbursement options, and enhanced mental health support resources.
• 401(k) plan with a company match and annual profit sharing contingent on company performance.
• Generous paid time off including PTO, floating holidays, wellness day off, birthday off, and more.

Pre-Employment Requirements

Employment offer contingent on successful background check post-acceptance. Business Wire promotes equal employment opportunity and considers applicants regardless of diverse backgrounds and statuses, including those with arrest or conviction records, in compliance with relevant laws.