Manages end-user IT operations, service management, endpoint and asset administration, onboarding and offboarding, vendor relationships, security support, SOC 2 governance, risk management, and business continuity activities. The role serves as a technology escalation point, improves service processes and documentation, tracks operational and compliance metrics, coordinates audit evidence, and partners with internal teams and external vendors in a remote-first SaaS environment.

Leads a high-volume, client-facing Integration Services team by supervising team leads, coaching employees, managing performance, and maintaining productivity, quality, quota, and service-level goals. Oversees staffing, workflows, escalations, training, client service, reporting, and process improvements. Uses performance data to identify gaps, improve operations, and drive accountability while partnering with cross-functional teams to resolve issues and support team development.