IT Operations Lead

About Resolve AI

• At Resolve, we’re building Agentic AI that empowers software engineers by automating production engineering and SRE workflows. Our models deeply understand production systems — from code to databases — taking on repetitive, high-pressure tasks and handling critical incidents autonomously, so engineers can focus on building.

• Our founders (Spiros Xanthos and Mayank Agarwal) are the core creators of OpenTelemetry and led Splunk Observability. They have had 2 successful exits to Splunk and VMware.

• We raised a $35M Seed round from top-tier investors like Greylock, Unusual Ventures, Jeff Dean (Chief Scientist, Google DeepMind), Thomas Dohmke (CEO, GitHub), Matt Garman (CEO, AWS), Reid Hoffman (Founder, LinkedIn) and Fei Fei Li (Professor, Stanford).

What You’ll Do

As our IT Operations Lead, you’ll own the systems, processes, and day-to-day operations that power Resolve AI’s internal technology stack. You’ll be responsible for delivering a secure, reliable, and frictionless employee experience as we scale a fast-growing, AI-first company.

Your responsibilities will include:

• Own and operate Resolve AI’s end-user IT environment, including laptops, devices, identity, access controls, and core productivity tools.

• Lead global IT support operations, ensuring fast, high-quality support for engineers and business teams across in-office and remote environments.

• Serve as a hands-on player-coach — resolving tickets directly while building scalable workflows, documentation, and automation.

• Manage onboarding and offboarding end-to-end, including device provisioning, access management, asset tracking, and lifecycle policies.

• Partner closely with Security, Engineering, and People teams to align on device security, identity management, and compliance best practices.

• Build and evolve IT service management processes (ticketing, SLAs, knowledge base, incident response) with a strong focus on reliability and user experience.

• Evaluate, implement, and manage SaaS tools and vendors, optimizing for security, cost, and productivity.

What We’re Looking For

• 6+ years of experience in IT operations, internal tools, or end-user systems in a high-growth or technical environment.

• Proven experience owning macOS-focused environments, device management, SaaS administration, and identity systems (e.g., Okta, Jamf, Google Workspace).

• Strong troubleshooting skills across hardware, operating systems, networking fundamentals, and modern SaaS tools.

• Hands-on experience building and running ITSM workflows, including ticketing systems, SLAs, documentation, and automation.

• A security-first mindset, with experience partnering cross-functionally on access controls, device security, and compliance requirements.

• Excellent communication skills and a service-oriented approach

• A builder’s mentality: comfortable operating in ambiguity, prioritizing pragmatically, and creating systems that scale.

• Experience supporting engineering-heavy organizations or AI/infra teams is a strong plus.

Why Join Resolve AI?

• Make a Real Impact: Join a mission-driven team tackling complex challenges that deliver meaningful outcomes for customers and revolutionize engineering operations.

• Shape Agentic AI’s Future: Help build the next frontier in enterprise software and define its transformative impact.

• Own Your Work: Take end-to-end responsibility in your role in a collaborative, high-trust environment.

• Accelerate Your Career: Grow alongside industry leaders in a fast-paced environment, gaining invaluable experience and opportunities to propel your career to new heights.

• Competitive Benefits: Competitive Pay Packages with full benefits including:

  • Comprehensive Medical, Dental, and Vision Insurance

  • Monthly Housing Stipend

  • Flexible (Unlimited) Paid Time Off

  • Visa Sponsorship & Immigration Support

  • 401(k) Plan

  • Parental Leave

  • Discretionary Tech Benefit Stipend

  • Daily in-office Lunches and Dinners

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law.