Information Technology Manager

The Manager, Information Technology will contribute to our IT department to provide highquality operational and technical cloud application and cloud infrastructure management to internal business functions at Arctic Wolf. You will work closely with internal stakeholders to minimize the adverse impact of incidents and problems, prevent recurrence, and ensure operational reliability across cloud platforms, SaaS applications, and network infrastructure. This position leads a team of technical SMEs responsible for Arctic Wolf's internal core services, serving as the primary point of accountability for service performance, operational reporting, and continuous improvement. You will maintain deep knowledge of supported business processes and operational workflows while partnering cross-functionally with IT teams responsible for developing, supporting, securing, and testing applications and underlying infrastructure.

Responsibilities:

• Lead and manage daily operations of various IT teams, ensuring alignment with strategic business objectives, effective workload management, escalation handling, and timely resolution of service issues across cloud applications, SaaS platforms, and supporting infrastructure.
• Operate within an ITIL based support model, emphasizing service quality, stakeholder communication, and engagement while establishing, tracking, and reporting operational metrics related to incidents, requests, problems, and changes.
• Own service performance reporting for cloud infrastructure, network services, and SaaS applications, including availability, incident trends, SLA adherence, mean time to resolution (MTTR), backlog health, and recurring issue analysis.
• Manage and direct project work for the team, establishing timelines and accountability for initiatives such as system upgrades, SaaS rollouts, audits, cloud migrations, infrastructure, and operational process improvements.
• Provide regular reporting to leadership on team performance, service health, risk areas, operational trends, and project progress, translating technical data into clear, business-relevant insights.
• Contribute to planning and execution of application upgrades, releases, and configuration changes, including input into implementation strategies, backup procedures, and rollback plans.
• Provide input on application and infrastructure, scalability, resilience, and capacity planning to support Arctic Wolf's growth and operational needs.
• Oversee cloud infrastructure and network-adjacent services, ensuring secure, reliable operations across environments such as AWS, identity platforms, and core connectivity services supporting internal applications.
• Planning and securing operability of enterprise SaaS platforms, including (but not limited to) Egnyte, Microsoft 365 Zoom, Slack, and other critical business applications.
• Leverage ServiceNow as the system of record for IT operations, ensuring accurate data capture across incident, request, problem, and change processes to support operational reporting and continuous improvement.
• Partner with ServiceNow platform owners to enhance workflows, dashboards, knowledge content, and automation that improve service delivery, reduce manual effort, and increase operational transparency.

Requirements:

• Deep, hands-on knowledge of ServiceNow, including incident, request, problem, and change management; operational reporting; dashboarding; workflow optimization; and data quality governance within an ITIL based operating model.
• Strong expertise in enterprise SaaS platform support and operations, including service ownership, availability management, incident response, vendor coordination, access governance, and lifecycle management for business-critical applications.
• Broad infrastructure and cloud operations knowledge, including cloud platforms (e. g., AWS), identity services, network-adjacent services, and core enterprise infrastructure required to support secure, scalable internal systems.
• Proven ability to translate operational data into executive-level reporting, including service health, SLA performance, incident trends, risk areas, and continuous improvement opportunities.
• 5-7 years of people management experience, including building, leading, and scaling high-performing technical teams; managing senior technical SMEs; performance management; coaching; and workforce planning.
• Strong leadership in cross-functional environments, partnering effectively with Security, Infrastructure, Engineering, and Business stakeholders to drive outcomes.
• Excellent communication and stakeholder management skills, with the ability to clearly articulate complex technical concepts to both technical and nontechnical audiences.

Skills

AWS, ITIL, ServiceNow