At Arctic Wolf, you wonât just watch the cybersecurity industry evolve â you'll help lead the change. Our global Pack is made up of people who thrive on solving hard problems, moving fast, and building technology that protects organizations around the world. Weâre proud to be recognized by Forbes, CNBC, Fortune, CRN, Bartner Peer Insights and IDC MarketScape â but what matters most is the work behind it: delivering real outcomes for customers through award winning innovation like our Aurora Platform.
If youâre looking for meaningful work, smart teammates and the chance to make a real impact in a high-growth company thatâs redefining security operations, Arctic Wolf is the right place for you!
Our mission is simple: End Cyber Risk. Weâre looking for a/an Manager, Information Technologyâto be part of making this/that happen. Â Â
Position Overview and Objective
The Manager, Information Technologyâ will contribute to our IT departmentâtoprovidehighqualityoperational 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 Wolfâs internal core services, serving as the primary point of accountability for service performance, operationalreporting, and continuous improvement. You willmaintaindeep knowledge of supported business processes and operational workflows, while partneringcross functionallywith IT teams responsible for developing, supporting, securing, and testing applications and underlying infrastructure.
Responsibilities
- Lead andmanage daily operationsâŻofvarious IT teams, ensuring alignment with strategic businessobjectives, effective workloadmanagement, escalation handling,andtimelyresolution of service issues across cloud applications, SaaS platforms, and supporting infrastructure.
- Operate within anITILbasedsupport model, emphasizing service quality, stakeholder communication, and engagement whileestablishing, tracking, and reporting operational metrics related to incidents, requests, problems, and changes.
- Own service performance reportingâŻfor 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 workâŻfor the team,establishingtimelines and accountability for initiatives such as system upgrades, SaaS rollouts, audits, cloud migrations,infrastructure,and operational process improvements.
- Provide regular reporting to leadershipâŻon team performance, service health, risk areas, operational trends, and project progress, translating technical data into clear,businessrelevantinsights.
- Contribute to planning and executionâŻof application upgrades, releases, and configuration changes, including input into implementation strategies, backup procedures, and rollback plans.
- Provide input on application andinfrastructure,scalability, resilience, and capacity planning to support Arctic Wolfâs growth and operational needs.
- Oversee cloud infrastructure andnetworkadjacentservices, ensuring secure, reliable operations across environments such as AWS, identity platforms, and core connectivity services supporting internal applications.
- Planning, and secure operabilityâŻof enterprise SaaS platforms including (but not limited to) Egnyte, Microsoft 365, Zoom, Slack, and other critical business applications.
- Leverage ServiceNow as the system of recordâŻfor IT operations, ensuringaccuratedata capture across incident, request, problem, and change processes to support operational reporting and continuous improvement.
- Partner with ServiceNow platform ownersâŻto enhance workflows, dashboards, knowledge content, and automation that improve service delivery, reduce manual effort, and increase operational transparency.
Experience & Requirements
- Deep,hands-onknowledge of ServiceNow, including incident, request, problem, and changemanagement, operational reporting, dashboarding, workflow optimization, and data quality governance within an ITILbased operating model.
- Strongexpertisein enterprise SaaS platform support and operations, including service ownership, availabilitymanagement, incident response, vendor coordination, access governance, and lifecyclemanagement forbusiness-criticalapplications.
- Broad infrastructure and cloud operations knowledge, including cloud platforms (e.g., AWS), identity services,networkadjacentservices, and core enterprise infrastructurerequiredto support secure, scalable internal systems.
- Proven ability to translate operational data into executivelevelreporting, including service health, SLA performance, incident trends, risk areas, and continuous improvement opportunities.
- 5-7years of peoplemanagement experience, including building, leading, and scalinghigh performingtechnical teams;managingsenior technical SMEs; performancemanagement; coaching; and workforce planning.
- Strong leadership incross functionalenvironments, 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.
On-Camera Policy
To support a fair, transparent, and engaging interview experience, candidates interviewing remotely are expected to be on camera during all video interviews. Being on camera fosters authentic connection, improves communication, and allows for full engagement from both candidates and interviewers. We understand that technical, bandwidth, or location-related challenges may occasionally prevent video use. If this applies, candidates are required to notify us in advance so we can explore appropriate