Manager, IT Operations

Overview

Instacart's IT team powers the tools and experiences every employee relies on to do their best work. As IT Operations Manager, you will lead the team responsible for keeping Instacart running smoothly across our key hubs (San Francisco, New York, and Toronto).

This role is part of the IT Operations and Services team which includes IT Support, IT AV, IT Operations, and IT Executive Support. You will be working closely with the People, Talent, and Finance teams, and you will own the full operations lifecycle: asset management, onboarding logistics, procurement, ticketing, and the communications that keep employees informed. You'll also be the connective tissue between HR, Talent, and IT translating hiring velocity into seamless day-one experiences at scale.

About the Job

• Lead the IT Operations team across logistics, onboarding, and procurement.
• Partner with cross-functional stakeholders in HR, Talent, Finance, and People Programs to align on shared goals and deliver a cohesive employee experience.
• Own and drive operational projects with the support of your team, keeping initiatives on track and stakeholders informed.
• Define and oversee the global hardware asset management strategy across all key hubs, ensuring system integrity and data accuracy in our ITAM platform.
• Establish governance for regular asset audits and lifecycle workflows, holding the team accountable for maintaining high inventory standards.
• Oversee the end-to-end e-waste process, ensuring all retired assets are properly tracked and disposed of in compliance with environmental and security standards.
• Partner with People Programs to deliver new hire orientations that set employees up for success from day one.
• Serve as the primary IT point of contact for hiring managers, recruiters, and employees with questions about the IT onboarding process providing timely, accurate answers that keep the hiring machine moving.
• Own the IT procurement function, overseeing a Procurement Lead who manages day-to-day vendor relationships, contract renewals, and purchase approvals to ensure cost efficiency.
• Run internal communications for the IT team including messages distributed via the internal Slack bot and the IT team email alias ensuring clarity, accuracy, and the right timing.
• Build and maintain dashboards in Jira and Oomnitza that surface operational health, asset data, and onboarding metrics for IT leadership.
• Own the documentation of IT Operations processes, writing clear and actionable runbooks that scale with the team.

About You

Minimum Qualifications

• 5+ years of experience in IT operations, IT support management, or a closely related field.
• Proven track record leading an operations team that spans logistics, onboarding, and/or procurement functions.
• Hands-on experience with asset lifecycle management, ideally in Oomnitza or a comparable ITAM platform.
• Proficiency with Jira Service Management for ticketing, approvals, and workflow configuration.
• Experience building dashboards and reports that help leadership make data-informed decisions.
• Strong written communication skills; you know how to write a clear Slack message and a detailed runbook with equal ease.
• Ability to manage multiple priorities and projects simultaneously.
• A collaborative, service-oriented mindset — you treat internal stakeholders with the same care you'd extend to any customer.

Preferred Qualifications

• Experience supporting employees across multiple countries and time zones.
• Familiarity with procurement workflows and SaaS contract management.
• Background facilitating new hire orientations or employee onboarding programs.
• Experience working with Confluence for documentation and knowledge management.