IT Operations Manager

We are seeking a driven and experienced IT Operations Manager to lead technology infrastructure and service delivery functions. This role owns end-to-end operational accountability across network availability, incident management, and service continuity.

The IT Operations Manager will partner closely with Network Engineering and customer experience stakeholders to align IT operations with organizational objectives while building a culture of reliability, continuous improvement, and service excellence.

Responsibilities

Network Availability & Infrastructure

• Maintain accountability for network uptime, performance, and resilience across enterprise environments, targeting 99.9%+ availability SLAs
• Oversee port activation, configuration, and lifecycle management across network switches, routers, and access points
• Manage and maintain accurate inventory of network infrastructure assets including hardware, firmware, and topology documentation
• Coordinate with network engineers on capacity planning, redundancy, and failover strategies

Incident & Problem Management

• Lead the full incident management lifecycle from detection through resolution and post-incident review
• Chair problem management reviews to identify root causes and drive permanent remediation
• Establish escalation paths, on-call rotations, and communication protocols for P1/P2 incidents
• Conduct blameless post-mortems and translate findings into process and runbook improvements

Service Availability & KPI Development

• Design and operationalize KPI frameworks including uptime, MTTR, MTBF, change success rate, and customer satisfaction
• Deploy monitoring dashboards and reporting cadences for technical and executive stakeholders
• Drive continuous improvement initiatives using KPI trends and industry benchmarks
• Partner with application owners and business leaders to define SLAs and OLAs

Team Leadership & Vendor Management

• Lead, mentor, and develop systems and network engineering staff
• Set performance expectations and support career development
• Manage vendor, ISP, and managed service provider relationships and ensure accountability to SLAs
• Serve as escalation point for IT Service Desk and field support teams

• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience), * 7+ years of IT operations experience
• 3+ years of leadership experience
• Hands-on experience with enterprise networking (LAN/WAN, switching, routing, firewall)
• Strong knowledge of ITIL processes including incident, problem, change, and asset management
• Experience defining and reporting on IT service KPIs and SLAs
• Experience with monitoring tools such as SolarWinds, Datadog, Nagios, or similar, * Advanced degree in a related field

Experience:

• Experience with cloud platforms (AWS, Azure, GCP) and hybrid environments
• Experience with ITSM platforms such as ServiceNow or Jira Service Management

Licensure/Certifications:

• ITIL v4 Foundation or higher
• CCNA, CompTIA Network+, or equivalent

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance
• Paid holidays, * Comprehensive health, dental, and vision insurance
• Retirement plan with employer match up to 5%
• Flexible hybrid work options
• Annual professional development and certification budget
• Generous PTO and paid holidays
• Company-provided equipment and home office stipend

About UVA and the Community

The University of Virginia is located in Charlottesville, a vibrant community offering a high quality of life with access to outdoor recreation, cultural experiences, and a thriving food and arts scene. UVA is consistently ranked among the top public universities and is committed to fostering a collaborative and inclusive environment.

The Information Technology department supports enterprise infrastructure, network operations, and service delivery across the organization. The team is focused on delivering reliable, scalable, and secure technology solutions that enable business continuity and operational excellence.