IT Operations Manager

At Daniels Health, we’re on a mission to make healthcare safer and more sustainable. As a global leader in medical waste management and healthcare safety solutions, we combine innovation, compliance, and care to protect people and the environment. Our success is driven by our people — passionate professionals committed to excellence, teamwork, and continuous improvement. We are seeking an experienced IT Operations Manager to lead and develop our team of IT Support Specialists. This position is responsible for the daily operations of our global Service Desk, ensuring all Daniels Health employees receive exceptional technical support and a world-class user experience. The ideal candidate will be a proactive leader who thrives in a fast-paced environment, values process improvement, and is passionate about delivering efficient and reliable IT services. You’ll also collaborate with our Systems Administration, Cyber Security, and Development teams to maintain secure and effective IT operations across all functions — from field to office. Key Responsibilities

Lead and mentor the IT Support Specialists team to deliver exceptional service and results

Oversee Service Desk operations, ensuring timely, high-quality support and resolution

Manage IT asset and software lifecycle processes, including licensing and inventory

Analyze service metrics and trends to improve performance and efficiency

Build and maintain vendor relationships and manage service contracts

Partner with cross-functional teams to ensure security, compliance, and system reliability

Qualifications

Bachelor’s degree in Information Technology, Computer Science, or related field (preferred)

10+ years of experience in enterprise IT support, including 7+ years in a leadership capacity

Strong knowledge of ITSM tools (e.g., FreshService, ServiceNow)

Experience with Microsoft 365, networking, and asset management systems

Exceptional communication, leadership, and problem-solving skills

ITIL Certification preferred