The Technical Operations Manager will serve as the strategic and operational anchor for Pinterest’s global IT deployment and asset lifecycle program. This role is designed to take Pinterest "out of the daily weeds" by owning the end-to-end management of the global request queue, vendor performance, and cross-functional communication.
As the single point of contact for all escalations, this role will manage a distributed team of deployment consultants and global partners to ensure a seamless "white-glove" hardware experience for every Pinterest employee.
Essential Duties
Global Service Delivery: Own the end-to-end performance and escalation management of the global IT deployment queue to ensure a seamless, high-touch employee experience.
Global Asset Governance: Maximize hardware lifecycle efficiency and inventory data integrity across all international hubs to optimize utilization and reduce procurement spend.
Vendor & Partner Management: Direct and hold accountable regional service providers and distributed deployment teams to ensure compliance with global operational standards.
Process & Workflow Optimization: Drive the standardization and continuous improvement of cross-functional logistics workflows between internal IT teams and external partners.
Key Responsibilties
- Queue Ownership: Act as the primary gatekeeper and delegator for the global Zendesk request queue, ensuring tickets (New Hire, Break/Fix, Upgrades, etc.) are assigned based on active workload and priority.
- Daily Sync Execution: Lead daily operational syncs with the Global Deployment Consultant team to address blockers, review pending shipments, and align on daily targets.
- Vendor Management: Serve as the direct manager for regional service partners, including specific oversight of SEAL, providing support for the Latin America region.
- Single Point of Contact: Act as the ultimate escalation point for IT logistics issues, resolving high-priority "Work Blocking" requests and complex international shipping hurdles.
- Cross-Functional Liaison: Bridge the gap between the Deployment Consultants (DC), Pinterest IT, and external partners like CDW and Milestone.
- Daily Operational Reporting: Roll up daily metrics on queue volume, shipping output, and pending recoveries for Pinterest leadership.
- Data Integrity: Ensure >98% accuracy in Oomnitza by auditing team entries for serial numbers, user assignments, and asset statuses.
- SLA Monitoring: Track and report on key performance indicators (KPIs), specifically focusing on the outbound SLA for critical/VIP requests.
- Process Optimization: Continuously audit existing workflows to identify friction points and propose "Managed Service" improvements.
- Global Standardization: Ensure that deployment standards in the US are consistently mirrored across regional hubs in Dublin, Singapore, Canada, and LATAM.
- Inventory Optimization: Maximize Inventory utilization by ensuring used/hold stock is wiped, graded, and redeployed before triggering new procurement.
- Global Stock Balancing: Monitor inventory levels across all regional hubs (US, DUB, SIN, CAN, LATAM); proactively rebalance stock between regions to minimize "dead" inventory and avoid redundant spend.
Qualifications
- Management: 2+ years of experience leading teams, regional service partners, or managed service providers (MSPs).
- Industry Experience: 3+ years in IT operations, enterprise logistics, or IT asset management (ITAM).
- Queue & Escalation Ownership: Experience managing high-volume ticketing queues (Zendesk preferred) and resolving complex, high-priority operational escalations.
- Asset Governance: Hands-on experience tracking hardware lifecycles and maintaining high inventory data integrity (Oomnitza preferred).
- Global Operations: Experience managing international vendors and shipping logistics across multiple regions (e.g., LATAM, AMER, EMEA, APAC).
- Vendor Relations: Track record of driving performance and SLAs with major external partners (e.g., CDW, Milestone).
- Data & Optimization: Ability to track daily operational metrics, manage inventory levels to reduce spend, and streamline cross-functional workflows.
Preferred Skills
Skills Required
- 2+ years of experience leading teams, regional service partners, or managed service providers (MSPs)
- 3+ years in IT operations, enterprise logistics, or IT asset management (ITAM)
- Experience managing high-volume ticketing queues and resolving complex, high-priority operational escalations
- Experience tracking hardware lifecycles and maintaining high inventory data integrity
- Familiarity with Zendesk
- Familiarity with Oomnitza
- Experience managing international vendors and shipping logistics across multiple regions
- Proven track record driving vendor performance and SLAs with partners (e.g., CDW, Milestone)
- Ability to track and report daily operational metrics, optimize inventory utilization, and improve cross-functional workflows
What We Do
Founded in 2004, ComputerCare is an authorized repair center for the world's leading hardware manufacturers, including Apple, Lenovo, Toshiba and HP. In addition, the company offers dedicated IT logistic and help desk services that enable customers to streamline hardware management and support for employees in traditional, remote and hybrid work environments. ComputerCare is a proud Women’s Business Enterprise certified by the Women’s Business Enterprise National Council.
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