IT Manager (Operations)

We are seeking an experienced IT Manager (Operations) to lead daily IT operations across multiple campuses. The ideal candidate will have strong experience in service desk leadership, vendor coordination, and incident response, and a proven ability to drive same-day resolution, enforce SLAs, and coordinate an on-site team to deliver reliable technology support., * Serve as the primary point of accountability for daily IT operations across all campuses, on-site five days per week.

• Monitor and manage the flow of support tickets to ensure timely resolution and proper escalation.
• Triage and resolve escalations beyond Tier 1/2 by coordinating with vendors, managed partners, and internal resources.
• Conduct daily team check-ins to align priorities, remove blockers, and maintain accountability.
• Own incident and outage response, coordinate stakeholder communications, and drive resolution.
• Directly manage and coach IT staff, including technicians, system administrators, and compliance/procurement personnel.
• Conduct regular 1:1s, performance feedback, workload balancing, and professional development planning.
• Set clear expectations for quality, responsiveness, and documentation standards and address performance issues promptly.
• Participate in hiring decisions for new team members to support operational needs.
• Track service desk metrics such as response time, resolution time, SLA adherence, and ticket aging, and act when standards slip.
• Lead weekly ticket reviews and triage sessions to prioritize backlog and identify recurring issues.
• Manage day-to-day vendor relationships and hold partners accountable to SLAs and deliverables.
• Serve as the operational liaison between managed IT service partners and internal staff.
• Own the employee technology lifecycle for onboarding and offboarding, including access, devices, and deprovisioning.
• Maintain and improve onboarding/offboarding procedures and coordinate with HR on role changes and other events.
• Oversee monitoring and alerting systems to detect issues early and coordinate incident response for network, server, telephony, and applications.
• Ensure after-hours on-call coverage and maintain an escalation matrix for team and stakeholders.
• Act as primary IT contact for campus administrators and department heads and provide regular operational updates to the CTO.
• Communicate planned maintenance, outages, and service changes proactively and attend campus leadership meetings as needed.
• Maintain and improve procedures, runbooks, and escalation workflows and enforce consistent documentation.
• Identify recurring problems, conduct root-cause analysis, implement permanent fixes, and report operational metrics to leadership.
• Support other IT responsibilities as needed to ensure uninterrupted operations.

• 5-10 years of progressive IT experience with at least 2-3 years in people management or team lead roles.
• Proven multi-site IT operations leadership, preferably within healthcare, senior living, or nonprofit environments.
• Experience managing outsourced IT providers, managed service partners, and help desks with SLA accountability.
• Practical application of ITIL-aligned service management practices, including ticketing, escalation, and metrics.
• Hands-on knowledge of Microsoft 365, endpoint management, and core infrastructure such as servers, networking, and telephony.
• Background in senior living, long-term care, or healthcare operations preferred.
• Associate’s or Bachelor’s degree in Information Technology, Business Administration, or related field, or equivalent experience.

Preferred Skills:

• Familiarity with HIPAA and senior living technology considerations.
• Strong stakeholder communication skills to translate technical issues into business terms.

• Competitive compensation and benefits.
• Opportunities for growth with global clients.
• A supportive, inclusive culture that values innovation and people.
• Exposure to cutting-edge technologies and projects.

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.