At Arctic Wolf, you won’t just watch the cybersecurity industry evolve – 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. We’re proud to be recognized by Forbes, CNBC, Fortune, CRN, Bartner Peer Insights and IDC Market Scape – but what matters most is the work behind it: delivering real outcomes for customers through award winning innovation like our Aurora Platform.

If you’re looking for meaningful work, smart teammates and the chance to make a real impact in a high-growth company that’s redefining security operations, Arctic Wolf is the right place for you!

We are looking for an exceptional Manager, Information Technology to provide high quality 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.

What youʼll do

• 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 secure operability of enterprise SaaS platforms including (but not limited to) Egnyte, Microsoft 365, Zoom, Slack, and other critical business applications.

• Leverage Service Now 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 Service Now platform owners to enhance workflows, dashboards, knowledge content, and automation that improve service delivery, reduce manual effort, and increase operational transparency.

What makes you a great fit

• Deep, hands-on knowledge of Service Now, 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.

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 accommodations.

At Arctic Wolf, we foster a collaborative and inclusive work environment that thrives on diversity of thought, background, and culture. This is reflected in our multiple awards, including Top Workplace USA (2021-2025), Best Places to Work – USA (2021-2025), Great Place to Work – Canada (2021-2024), Great Place to Work – UK (2024-2026), and Kununu Top Company – Germany (2024-2026). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction, with over 10,000 customers worldwide and more than 2,000 channel partners globally. As we continue to expand globally and enhance our technology, Arctic Wolf remains the most trusted name in the industry.

Our Values

Arctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day. We believe in diversity and inclusion, and truly value the unique qualities and unique perspectives all employees bring to the organization. And we appreciate that—by protecting people’s and organizations’ sensitive data and seeking to end cyber risk— we get to work in an industry that is fundamental to the greater good.

We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance. See more about our Pack Unity here.

We also believe and practice corporate responsibility, and have recently joined the Pledge 1% Movement, ensuring that we continue to give back to our community. We know that through our mission to End Cyber Risk we will continue to engage and give back to our communities.

All wolves receive compelling compensation and benefits packages, including:

• Equity for all employees

• Flexible annual leave, paid holidays and volunteer days

• Training and career development programs

• Comprehensive private benefits plan including medical insurance for you and your family, life insurance (3x compensation), and personal accident insurance.

• Fertility support and paid parental leave

Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law. Arctic Wolf is committed to fostering a welcoming, accessible, respectful, and inclusive environment ensuring equal access and participation for people with disabilities. As such, we strive to make our entire experience as accessible as possible and provide accommodations as required for candidates and employees with disabilities and/or other specific needs where possible. Please let us know if you require any accommodation by emailing recruiting@arcticwolf.com. View our Hiring Page to learn more about our application process.

Security Requirements

• Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes, and controls to protect the confidentiality, integrity and availability of AWN business information (in accordance with our employee handbook and corporate policies).

• Background checks are required for this position.

• This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (“EAR”). Please note that, if applicable, an offer for employment will be conditioned on authorization to receive software or technology controlled under these U.S. export control laws and regulations.