IT Operations Specialist III

Company at a Glance OpenX is focused on unleashing the full economic potential of digital media companies. We do this by making digital advertising markets and technologies that are designed to deliver optimal value to publishers and advertisers on every ad served across all screens. At OpenX, we have built a team that is uniquely experienced in designing and operating high-scale ad marketplaces, and we are constantly on the lookout for thoughtful, creative executors who are as fascinated as we are about finding new ways to apply a blend of market design, technical innovation, operational excellence, and empathetic partner service to the frontiers of digital advertising. About the Role We are seeking an IT Operations Specialist III who is a self-starter, systems thinker, and operationally mature. You’ll act as the frontline and backbone of our IT Business Partnership and will be responsible not only for resolving user issues but identifying root causes, connecting related signals, proactively improving our support environment and provide a detailed step-by-step solution for future reference (and automations that work on its basis) This role requires someone with deep hands-on expertise in Okta, Jamf, and Google Workspace, and a proven track record of independently managing enterprise endpoint fleets, identity systems, and user lifecycle tooling. The right candidate is meticulous in documenting work, attentive to workspace hygiene, and thrives under pressure while remaining approachable, empathetic, and solution-driven. Location: Hybrid role with average of 1 day in-office and by request ie. event, projects (must be within a 2h commute from SoHo, NY) Department: Global IT Reports to: IT Operations Manager Key Responsibilities Provide Level 1–3 support across all IT platforms with a strong focus on Mac, Windows, SaaS (Google Workspace, MS365), and MDM (Jamf/InTune) Visit the office and perform infrastructure quality checks on-site at least once a week OR on-demand (Currently most people visit the office on Tuesdays/Wednesdays) Own and coordinate endpoint and peripheral procurement, imaging, deployment, inventory documentation and lifecycle management globally Proactively monitor systems, logs, and user behaviors to identify and prevent issues before they are reported Document and maintain clear Open/In Progress/Completed task status in our team tools. Act as escalation point for IT to our stakeholders on best practices, ownership, and structured troubleshooting Participate in IT projects including migrations, automation tooling, system integrations, and vendor transitions Support weekly IT onboarding sessions, with a focus on automation and user-readiness. Process offboarding sessions along with the hardware retrieval process, preparing to repurpose devices etc. Deliver VIP support and ensure a calm, helpful demeanor under pressure Quickly reprioritize tasks and shift focus ad-hoc in response to urgent business needs Maintain tidy, functional, and documented workspaces, whether physical or digital Provide cross-functional support in collaboration with Security, Engineering, People Ops, and OfficeOps Apply structured thinking to analyze and connect related incidents Contribute to and maintain internal documentation (SOPs, runbooks, FAQs) Operate within and improve existing ITIL-aligned practices: incident, change, and problem management Experience with Google Meet hardware (setup, troubleshooting, and support) Practical experience using Gemini and/or Claude in day-to-day IT support and documentation Required Qualifications: 5+ years of experience in a dedicated Operations role Demonstrated Okta administration experience (group rules, user-lifecycle, API-based provisioning) Hands-on Jamf Pro management, including policies, profiles, blueprints, compliance enforcement, smart groups Comfortable in both Mac (primary) and Windows (secondary) environments Strong working knowledge of InTune, MS365 Proven ownership of user lifecycle automation, account security, and asset hygiene Familiarity with Atlassian Jira Service Management and Confluence Strong documentation habits and ability to write SOPs and user-friendly walkthroughs Traits & Competencies: User-first, proactive support approach and acts before being asked Partners with a global remote team across different time zones in a collaborative environment. Communicates clearly and kindly with both end-users and technical stakeholders Receives and integrates feedback constructively Operates with urgency and responds in a timely and predictable manner Curious and open to learning new tools and systems in an evolving environment Demonstrates structured troubleshooting, and when encountering a solved problem, can explain their process and how it aligns or diverges from the actual fix Desired Characteristics: Familiarity with asset management tools (e.g. Jira CMDBs) Experience supporting SOC2, ISO27001, or similar compliance environment Formal ITIL training or certifications Ability to operate in Slack-first and remote environments Willing to travel out of state as needed Prior use of automation tooling (e.g., BetterCloud, Okta Workflows, Google Apps Script) is a plus Pursuant to any state, local ordinance, or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. OpenX is committed to fair and equitable compensation practices. For all applicants, the base salary range is noted above, per year + bonus + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications. A summary of our benefits, which include medical, dental, vision, 401k, equity and more, can be viewed here: https://www.openx.com/company/careers/ A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications. OpenX VALUES Our five company values form a solid bedrock serving to define us as a group and guide the company. Our values remind us that how we do things often matters as much as what we do. WE ARE ONE We are one team. There are no exceptions. We are a group of strong and diverse individuals unified by a shared mission. We embrace challenges and win together as a team. We respect and care about our colleagues and cultivate an inclusive culture WE ARE CUSTOMER CENTRIC We innovate on behalf of our customers. We understand, respect, and listen carefully to our customers. We build great products to solve our customers’ problems. We manage our customers’ expectations clearly and honestly. We are a trusted partner to all of our customers - we act with integrity at all times. We care. OPENX IS OURS We are all owners of OpenX We all have a voice to improve OpenX We stake our personal and professional reputations on the excellence of our work We are not interested in just "doing our jobs"; we take ownership to drive results WE ARE AN OPEN BOOK We understand and respect what each of us does. We are eager to teach and share what we know with others, both internally and externally. We are eager to learn from others and we ask questions internally and externally. WE EVOLVE FAST We take responsible risks and own and learn from our mistakes. We recognize and repeat success. We actively seek out and provide constructive feedback. We adapt quickly and embrace change. We tackle growth and learning with real urgency. We are endlessly curious. OpenX TRAITS Our three traits capture what makes a great team member at OpenX. HUMBLE Ideal team players are humble and demonstrate integrity. They put the team's success above their own, share credit generously, and value collective achievements. They are self-assured, open to coaching, and committed to continuous learning. DRIVEN Ideal team players are results-driven and motivated. They are curious, always seeking more to do, learn, and take on. As proactive problem-solvers, they take initiative without needing external motivation. They continuously think about the next steps and opportunities for improvement. SMART Ideal team players are smart and possess the intellectual acumen to understand the complexities of our organization and industry. They are interpersonally intelligent, good communicators, and exemplify sound judgment in their interactions across the company to foster a collaborative environment. OpenX is committed to equal employment opportunities. It is a fundamental principle at OpenX not to discriminate against employees or applicants for employment on any legally-recognized basis including, but not limited to: age, race, creed, color, religion, national origin, sexual orientation, sex, disability, predisposing genetic characteristics, genetic information, military or veteran status, marital status, gender identity/transgender status, pregnancy, childbirth or related medical condition, and other protected characteristic as established by law. OpenX Applicant Privacy Policy Applicants can review our Applicant Privacy Policy at any time by visiting the following link: https://www.openx.com/privacy-center/applicant-privacy-policy/ . Effective Date: November 21, 2024