Job description

We are seeking an experienced technology operations leader to serve as Director, IT Operations, responsible for delivering reliable, scalable IT services that power day-to-day business operations. This role leads global helpdesk operations (including VIP IT support) and corporate information technology including hardware asset management, endpoint engineering, and collaboration software. The Director, IT Operations ensures our employees have the tools, support, and infrastructure they need to be productive and secure. The ideal candidate is comfortable operating as player-coach and can in the same day work to assess strategic outlook for the team while helping to close complex tickets.This role reports to the Chief Information Security Officer. This role is 3 days per week hybrid from our office in Oakland, California. We'd love for you to join us! The Impact You’ll Have: IT Service Delivery & Client Infrastructure - Lead helpdesk operations and VIP IT support functions, setting service level standards and driving a high-quality end-user experience - Own incident management and escalation processes for platforms managed by IT Operations to ensure timely resolution and continuous improvement of support operations - Define and execute an end-user compute strategy encompassing endpoint hardware lifecycle management (laptops, AV/teleconference equipment, and VDIs), including imaging, deployment, MDM, patch management, asset inventory, procurement planning, and budget forecasting - Lead endpoint engineering to design and maintain standardized device configurations at scale, managing MDM platforms for security compliance, software deployment, and policy enforcement — partnering with the security team on endpoint health, vulnerability management, and compliance posture Corporate Collaboration & SaaS Engineering - Own the strategy, roadmaps, engineering, administration, and support of core collaboration and productivity platforms including Google Workspace, Slack, Box, Jira, and related SaaS tools - Collaborate with AI enablement functions to incorporate enterprise AI strategy with collaboration and productivity platforms - Ensure platform integrations, reliability, and adoption across the organization Global Team Leadership & Organizational Development - Build, mentor, and lead high-performing teams across IT operations and geographies - Foster a culture of operational excellence and continuous improvement, underpinned by strong customer service, process documentation, knowledge management, and team capability development Who You Are: Education & Certifications - Bachelor's degree or equivalent experience in Information Technology, Computer Science, or a related field - Relevant industry certifications such as ITIL, CompTIA, or cloud/endpoint platform certifications (Google Workspace Admin, Jamf, Microsoft Intune, etc.) Experience Requirements - 8+ years of progressive IT experience with 3+ years in a people management or team lead role - Demonstrated experience scaling and running helpdesk or IT support operations, including SLA ownership and escalation management - Hands-on background in endpoint engineering, MDM platforms, and hardware asset lifecycle management - Experience administering and supporting corporate collaboration and SaaS platforms (e.g., Google Workspace, Slack, Jira) - Proven ability to manage vendor relationships, hardware procurement, and operational budgets - Strong cross-functional collaboration skills with the ability to align IT services to business needs Technical Skills - Deep familiarity with endpoint management platforms such as Jamf, Microsoft Intune, or equivalent MDM/UEM solutions - Experience with ITSM tooling (e.g., ServiceNow, Jira Service Management) and help desk operations best practices - Working knowledge of SaaS administration, user provisioning, and identity management (SSO/SCIM) - Familiarity with corporate network infrastructure concepts, VPN, and remote work tooling - Understanding of IT security principles, endpoint compliance, and data protection practices - Familiarity with AI productivity tooling and automation platforms for IT workflows Leadership & Business Skills - Operationally minded leader with a bias toward action, strong financial acumen (hardware budgets, licensing, vendor contracts), and the communication skills to translate technical concepts for non-technical stakeholders — all grounded in high ethical standards and a commitment to security culture Preferred Qualifications: - Experience in financial services, fintech, or other regulated industries Your Recruiter: - Kayla Osuna, Staff Technical Compensation and Benefits: Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location. Compensation is aligned according to three tiers within the United States: - National: A baseline tier that applies to most of the geographic territory of the United States. - Premium: Slightly elevated from the National tier, and oriented toward a narrower set of higher cost-of-living areas, such as Los Angeles CA and Seattle WA - Premium Plus: A tier for the most expensive working areas, like the San Francisco Bay area and New York City. Visit this page or consult with a Recruiter to determine which tier would be applicable to you. When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position is: - Premium Plus: $217,000 - $271,200 - Premium: $199,600 - $249,500 - National: $184,400 - $230,500 We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company. - Along with monetary compensation, Marqeta offers: - Multiple health insurance options - Flexible time off – take what you need - Retirement savings program with company contribution and after tax contributions - Equity in a publicly-traded company and an Employee Stock Purchase Program - Family-forming benefits, fertility support, and up to 20 weeks of Parental Leave - Free therapy sessions, financial and professional coaching, and legal advice - Monthly stipend to support our remote work model - Annual "development dollars" to support our people growth and development - Through Flex First, the freedom to live and work wherever you and your family thrive About Marqeta Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all. Marqeta’s Values – Solve for the Customer: With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do. – Do What's Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish. – Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes. – Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team. – Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right. Equal Employment Opportunity, Accommodations and Privacy Marqeta is an equal opportunity employer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), veteran status or uniformed service member status, age, national origin or ancestry, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider qualified applicants with criminal histories, consistent with legal requirements. Marqeta endeavors to make reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please submit this form forms.gle with your specific accommodation request. Marqeta cares about your privacy. Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice marqeta.com. Additional information for California residents can be found here marqeta.com. To keep our interview process fair and consistent, we ask that all candidates join video interviews with their camera on. Notice on Use of AI in Recruitment We may use artificial intelligence (AI) tools in our recruitment processing consistent with the requirements of applicable laws. For more information, review our AI notice here jobs.ashbyhq.com.

Requirements

Must-haves

This role is 3 days per week hybrid from our office in Oakland, California. We'd love for you to join us!
IT Service Delivery & Client Infrastructure
Lead helpdesk operations and VIP IT support functions, setting service level standards and driving a high-quality end-user experience
Own incident management and escalation processes for platforms managed by IT Operations to ensure timely resolution and continuous improvement of support operations
Corporate Collaboration & SaaS Engineering
Own the strategy, roadmaps, engineering, administration, and support of core collaboration and productivity platforms including Google Workspace, Slack, Box, Jira, and related SaaS tools
Collaborate with AI enablement functions to incorporate enterprise AI strategy with collaboration and productivity platforms
Ensure platform integrations, reliability, and adoption across the organization
Global Team Leadership & Organizational Development
Build, mentor, and lead high-performing teams across IT operations and geographies
Foster a culture of operational excellence and continuous improvement, underpinned by strong customer service, process documentation, knowledge management, and team capability development
Education & Certifications
Bachelor's degree or equivalent experience in Information Technology, Computer Science, or a related field
Relevant industry certifications such as ITIL, CompTIA, or cloud/endpoint platform certifications (Google Workspace Admin, Jamf, Microsoft Intune, etc.)
Experience Requirements
8+ years of progressive IT experience with 3+ years in a people management or team lead role
Demonstrated experience scaling and running helpdesk or IT support operations, including SLA ownership and escalation management
Hands-on background in endpoint engineering, MDM platforms, and hardware asset lifecycle management
Experience administering and supporting corporate collaboration and SaaS platforms (e.g., Google Workspace, Slack, Jira)
Proven ability to manage vendor relationships, hardware procurement, and operational budgets
Strong cross-functional collaboration skills with the ability to align IT services to business needs
Technical Skills
Deep familiarity with endpoint management platforms such as Jamf, Microsoft Intune, or equivalent MDM/UEM solutions

Nice-to-haves

Experience in financial services, fintech, or other regulated industries

Application prep

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Keywords to mirror

jiraai

Platform: ashby
Effort: quick

Benefits

Benefits detected in the listing.

Health Insurance

Vision

Pto

Parental Leave