IT Operations Specialist

Description
About the Role
We are seeking a highly skilled and customer-focused
IT Operations Specialist
to serve as the primary IT point of contact for all employees across the United States and Canada. This role will be the "face of IT" for the region, supporting new hires, resolving day-to-day technical issues, managing systems, and ensuring a smooth and secure technology experience for our growing teams.

The ideal candidate is a proactive problem solver who thrives in a fast-paced environment, enjoys building processes from the ground up, and excels at delivering exceptional service. You will work in close partnership with our Global IT team based in Israel to align regional needs with global standards, tools, and initiatives.

This is a 100% remote position in the Eastern time zone in the US.

Key Responsibilities
Regional IT Ownership

• Serve as the primary IT contact for all US and Canadian employees, handling a wide range of technical inquiries and support needs.
• Provide hands-on troubleshooting for hardware, software, connectivity, and account access issues.

New Hire Onboarding & Offboarding

• Manage end-to-end IT onboarding for all new US and Canada employees, including device provisioning, account setup, orientation, and access management.
• Ensure offboarding activities are completed accurately and securely in alignment with global IT policies.

Ticketing & Workflow Management

• Build, implement, and maintain a regional IT ticketing system for efficient issue tracking and resolution.
• Develop SLAs, workflows, documentation, and self-service resources to improve employee experience.

Cross-Functional Collaboration

• Coordinate closely with the Global IT team in Israel to standardize tools, processes, security practices, and systems.
• Partner with HR, Operations, Finance and local leadership to support growth, compliance, and operational excellence.

Systems, Hardware & Software Support

• Manage device lifecycle, including procurement, inventory tracking, repairs, and upgrades.
• Support company-wide software applications and ensure employee access and licensing accuracy.
• Monitor system performance and proactively identify opportunities for improvement.

Security & Compliance

• Enforce global security protocols and ensure regional adherence to policies and best practices.
• Assist in global IT audits, compliance initiatives, and implementation of new security measures.

Required Qualifications

• 3–5+ years of experience in IT support, IT operations, or a similar role.
• Hands-on experience troubleshooting Windows/MacOS, SaaS applications, and networking issues.
• Strong understanding of identity management, device management, and cloud-based tools (e.g., Google Workspace, MDMs, SSO/SAML platforms).
• Experience building or administering IT ticketing systems.
• Exceptional communication skills and a customer-centric approach.
• Ability to provide timely support for hybrid/remote teams with varying technical abilities.

Preferred Qualifications

• Experience working with globally distributed teams across time zones and cultures.
• Background supporting fast-growth tech or SaaS organizations.

What We Offer

• The base salary range for this role is $80-100k USD with flex for the ideal candidate and uncapped commission and accelerators. AEs at Datarails typically make around a total comp of $250k-300k USD. Final offer amounts are determined by multiple factors including prior experience, value add, and location, and may vary from the amount above.
• Meaningful equity
• US: 401(k) plan with up to 4% match and HSA & FSA Options
• Canada: RRSP with up to 4% match
• US: 100% paid medical, dental, and vision coverage for employees and 100% paid medical and 80% paid dental and vision coverage for dependents
• US: $540/year toward glasses, sunglasses, or contact lenses from XP Health for employees enrolled in any Guardian Vision plan
• Canada: Extended health, vision, and dental through Manulife (Manulife Gold plan) and virtual healthcare from Dialogue via Manulife.
• Calm app membership
• Paternity leave
• Flexible, unlimited sick time and PTO (we recommend 18-25 vacation days annually)
• 12 paid company holidays
• Life insurance
• CPA/CFA license renewal reimbursement

We want to make sure everyone has an equal chance to participate and make a difference. Datarails is an equal opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Datarails' policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.