IT Operations Manager

We’re seeking an experienced IT Operations Manager to lead day-to-day service delivery and operational support for a multi-site enterprise environment. This role manages a technical team responsible for end-user support, incident response, systems availability, asset lifecycle activities, and continuous improvement of IT service management (ITSM) processes., * Lead and coordinate daily activities of the technical operations team, including scheduling, workload management, monitoring, and incident response.

• Ensure operational coverage and adherence to service level expectations (SLAs).
• Monitor system performance and availability; drive timely troubleshooting and resolution.
• Develop, implement, and maintain operational standards, procedures, and best practices.
• Drive and mature IT service management processes, including:
• Incident management
• Problem management
• Change management
• Request fulfillment
• Oversee deployment, configuration, and lifecycle management of IT assets (desktops, laptops, mobile devices, printers, servers).
• Coordinate enterprise software rollouts, patching, upgrades, and update cycles.
• Partner with infrastructure and application teams to support deployments and maintain stable operations.
• Provide advanced technical support as needed (including network and telephony support and on-site support for remote troubleshooting efforts).
• Lead, mentor, and develop supervisors, project leads, and technical staff (coaching, training plans, performance feedback).
• Support business continuity and disaster recovery planning efforts.
• Drive continuous improvement initiatives to improve service delivery and customer satisfaction.
• Maintain strong documentation standards (solutions, resolutions, procedures, and knowledge articles).

• 7+ years of progressive IT experience, including exposure to multi-platform enterprise environments
• Demonstrated experience leading teams in an IT operations / service delivery capacity
• Strong working knowledge of ITSM/ITIL-style processes (incident/problem/change/request)
• Experience with endpoint support, hardware/software deployments, and patch management
• Ability to manage competing priorities, meet deadlines, and operate with limited direction
• Strong communication skills (written and verbal) with the ability to present clearly to both technical and non-technical stakeholders
• Customer-first mindset and strong stakeholder management skills

Education

• Associate’s or Bachelor’s degree (or technical institute degree/certificate) in Computer Science, Information Systems, or a related field or equivalent work experience

Physical / Work Environment Requirements

• Ability to lift up to 50 lbs
• Ability to climb ladders and perform activities such as squatting, stooping, pushing, crawling, and bending in varying weather conditions (as required for on-site support)

Preferred / Nice-to-Have

• Experience driving quality assurance and operational controls within IT service delivery
• Experience building metrics/KPIs for service desk or operations performance
• Experience contributing to continuity planning and disaster recovery readiness

Core Competencies (What Success Looks Like)

• Initiative and ownership of outcomes
• Strong decision-making and judgment
• Adaptability and continuous improvement mindset
• Collaborative leadership and team-building
• Clear, professional communication and documentation
• Strong problem-solving and root-cause thinking
• Service orientation and quality focus