IT Operations Manager, End User Services

Funko Overview

Welcome to the Funko-verse, a world built on pure imagination, a land governed by the philosophy that stories matter, a universe comprised of characters from countless fandoms, a galaxy of once upon a times and happily ever afters.

But what does Funko do?

Funko is a purveyor of pop culture and licensed-focused collectibles company. Funko currently holds thousands of licenses and the rights to create tens of thousands of characters one of the largest portfolios in the pop culture and collectibles industry. Funko's Pop! Vinyl is the number one stylized vinyl collectible on the market, selling millions of figures to fans around the world.

Funko is seeking a hands-on, customer-focused IT Operations Manager to lead our End User Services team while actively participating in the delivery of IT support across the organization. This is a working manager role, responsible for leading a distributed team providing desktop support, help desk operations, workplace technology, and conference room/AV services while serving as a senior technical resource and escalation point.

Based in Burbank, CA, this position will be responsible for End User Services globally across our offices in California, Arizona, Washington, the United Kingdom and Hong Kong. The ideal candidate is equally comfortable coaching employees, driving operational improvements, supporting executives, troubleshooting technical issues, and rolling up their sleeves when business-critical incidents arise. Due to the nature of this global role, some travel will be required.

What You'll Do

Leadership & Team Management

Lead, coach, develop, and evaluate a distributed team of Desktop Support and Workplace Technology professionals.

Establish service expectations, operational metrics, and performance goals.

Conduct regular one-on-ones, performance reviews, and career development planning.

Foster a culture of accountability, customer service excellence, and continuous improvement.

Manage staffing, scheduling, on-call rotations, and third-party support resources.

Hands-On Technical Leadership

Serve as the escalation point for complex desktop, collaboration, and workplace technology issues.

Actively participate in incident response, troubleshooting, and resolution of high-priority technical issues.

Provide direct support to executive leadership and key business stakeholders when required.

Assist with endpoint deployments, office technology rollouts, conference room support, and major company events.

Partner with Infrastructure, Security, and Engineering teams to resolve cross-functional technical challenges.

Help Desk & End User Services

Oversee daily service desk operations, ticket queues, escalations, and service request fulfillment.

Ensure SLA and customer satisfaction targets are achieved across all supported locations.

Analyze support trends and implement process improvements that increase efficiency and service quality.

Develop and maintain knowledge base content, operational procedures, and support documentation.

Drive adoption of ITSM best practices including Incident, Problem, Change, and Request Management.

Workplace Technology & AV Operations

Own operational support for conference room technology, AV systems, Microsoft Teams Rooms, and collaboration platforms.

Ensure meeting spaces are reliable, standardized, and effectively supported.

Coordinate technology requirements for executive meetings, town halls, and special events.

Partner with Facilities and business stakeholders on office technology improvements and projects.

Endpoint & Asset Management

Oversee hardware lifecycle management including procurement, deployment, inventory, refresh programs, and asset recovery.

Ensure endpoint compliance and security standards are maintained.

Collaborate with Security and Infrastructure teams on endpoint management initiatives.

Operational Excellence

Develop and report on key service metrics, including ticket volume, resolution times, customer satisfaction, and team performance.

Participate in budget planning, forecasting, and vendor management.

Identify opportunities for automation, self-service, and operational improvements.

Support business continuity and disaster recovery planning for end-user technology services.

What You'll Bring

Bachelor's degree in Information Technology, Information Systems, Business Administration, or equivalent experience.

3+ years of experience leading IT support, service desk, desktop support, or workplace technology teams.

5+ years of progressive experience in end-user support, IT operations, or infrastructure environments.

Experience managing geographically distributed teams across multiple locations and time zones.

Strong hands-on experience supporting Microsoft 365, Teams, Windows, macOS, and endpoint management platforms.

Experience with conference room technologies, AV systems, and collaboration tools.

Experience with ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, or similar, specifical…