IT Operations Manager

Information Technology Services (ITS) at MCCCD is seeking a seasoned and strategic IT Operations Manager to oversee and enhance enterprise technology operations. Reporting to the Director of IT Operations, this high-impact leadership role oversees teams across systems, applications, infrastructure, and service desk functions. The IT Operations Manager, leveraging the ITIL guiding principles, leads operational efficiency and automation efforts while ensuring reliability. The IT Operations team ensures the delivery of reliable, secure, and efficient IT services across the organization., People/Team/Project Leadership (20%)

• Plans, organizes, assigns, supervises, reviews, and evaluates the work of staff.
• Identifies training needs and opportunities; promotes professional growth and development opportunities among team members.
• Holds team members accountable for completing assigned tasks.
• Participates in major projects as the ITIL subject matter expert.

Monitoring, Reporting, and Optimization (20%)

• Utilizes ITSM tools and system monitoring platforms to track uptime, performance metrics, and incident trends.
• Creates and distributes reports related to KPIs, helpdesk performance, system reliability, and capacity planning.
• Identifies trends in ticketing systems and monitoring logs to recommend process and performance improvements.
• Continuously optimizes technology operations by introducing automation and configuration standardization where possible.

Change, Incident, and Problem Management (20%)

• Leads the Change Advisory Board (CAB) process, evaluates risk, and approves changes to production systems.
• Develops and enforces Service Level Agreements (SLAs) for both technical support and customer service delivery, including major problem incidents.
• Oversees incident response protocols, including escalation paths, communication plans, and documentation.
• Drives root cause analysis and resolution of recurring technical issues using problem management practices.
• Uses ITIL best practices for the handling of major or problem incidents.
• Maintains the incident management lifecycle and ensures documentation of known errors and knowledge base articles.

Systems, Applications, and Infrastructure Operations (20%)

• Monitors the health, performance, and availability of enterprise systems, applications, and network infrastructure,
• Leads system patching, routine maintenance, and incident response to minimize downtime and service disruption

System and Infrastructure Management (10%)

• Oversees the maintenance, configuration, and lifecycle of servers, networks, storage, endpoints, and data center environments.
• Ensures security and performance of infrastructure, including proactive patch management and capacity planning.
• Manages cloud-based and hybrid environments, ensuring scalability, reliability, and data integrity.

Network and Connectivity Support (5%)

• Oversees network performance monitoring and collaborates with network engineers to troubleshoot LAN/WAN/Wi-Fi issues.
• Supports resolution of connectivity issues impacting remote workers, onsite employees, and conference spaces.
• Maintains inventory and configuration standards for networking equipment (CMDB).

Administrative (5%)

• Participates on districtwide teams and task forces as needed.
• Performs related duties as assigned., The selected candidate will need to reside in the Phoenix area or relocate within an agreed upon timeframe.

This role may involve after hours work and non-regular business hours.

May be required to sit for a prolonged period of time; viewing a computer monitor.

May be required to present in large meetings and sponsored events., Additional materials will not be accepted after the job posting has closed.

Missing materials or incomplete employment history will not be considered.

Please ensure your materials clearly provide the following information.

• Clearly illustrate how prior experience, knowledge and education meet the minimum and desired qualifications for this position.
• Indicate whether former or current employment is Full-Time or;
• Part-Time employment (must include number of hours worked)
• Provide employment history in a month/year format (e.g., 09/07 to 10/11) including job title, job duties, for each position held and name of employer for each position.
• Three professional references, preferably current and/or former supervisors. If references are not provided in resume upon application, they will be requested at time of interview.

Bachelor’s Degree from a regionally accredited institution in information technology or directly related field and five (5) years of professional experience in area related to assignment, which includes two years of supervisory experience., An equivalent combination of the conferred degree, education, certification and directly related full-time work experience as described above sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation, may be considered., * Experience managing enterprise IT operations in a multi-site or distributed environment. .

• Experience using ITIL or similar service management frameworks to deliver IT services.
• Experience managing enterprise platforms such as Microsoft 365, Active Directory, VMware, and monitoring tools.
• Experience leading major incident response, while effectively communicating to internal and external stakeholders.
• Possession of related certifications, including ITIL Foundation or higher, Microsoft, Cisco, or AWS certifications (e.g., MCSA, CCNA, AWS SysOps).
• One year of relevant full-time MCCCD experience during the previous two years.

Pulled from the full job description Loan forgiveness 457(b) 403(b) matching Professional development assistance Tuition reimbursement 403(b) AD&D insurance, Maricopa County Community College District (MCCCD) is committed to providing a competitive and comprehensive benefits program that supports our employees’ and their families’ health and well-being. Therefore, the MCCCD benefits support every stage of life and are designed to meet the diverse needs of our community. Explore the wide range of benefits and perks available to eligible employees at MCCCD:

Affordable and Comprehensive Benefits Package:

• Nationwide Medical, Dental, and Vision Coverage
• Paid Time Off: Vacation, Sick Leave, and Personal Time
• 20 Paid Observed Holidays
• Company-paid Life Insurance, AD&D, and Short-Term Disability plans, with the option to purchase supplemental coverage
• Arizona State Retirement System (ASRS) Pension, including Long Term Disability and Retiree Health Insurance with 100% employer-matching contributions
• Optional Retirement Plans: 403(b), 457(b), Roth 403(b), Roth 457(b)
• Tuition Reimbursement for employees and dependents
• Annual Professional Development Funding
• Flexible Work Schedules

Employee Health & Wellness Programs:

• District-Wide Wellness Program with Workshops and Webinars
• Monthly Health & Wellness Calendar and Newsletter
• Virta Diabetes Reversal Program and Support Groups
• Employee Assistance Program (EAP)
• Sight-On-Site Eye Care Services
• Pre-Retirement Planning Events
• Qualifying Employer for Public Service Loan Forgiveness (potential loan forgiveness for federal Direct Loans after meeting repayment requirements and working full-time for an eligible employer)

The Maricopa County Community College District is one of the largest community college systems in the nation. Home to 10 individually accredited community colleges and 31 satellite locations, we proudly serve students in every corner of the Valley. Each day, our dedicated faculty, staff, and administrators, live out our vision-creating excellence in education for a better world.

We focus on people-not profits. With 100% acceptance, zero rejections, and affordable tuition, we provide the flexibility and support our students need to succeed in and beyond the classroom. Discover how we’re changing college.

We don’t just support our community-we help build it. We are the largest provider of workforce development training in the state. The activities of our colleges and their students support one out of every 28 jobs in Maricopa County. Learn about our economic impact.

We believe our employees are our most valuable asset. Our 10 colleges and District Office support nearly 10,000 jobs and careers throughout Greater Phoenix.

Join us in making a real difference in the lives of over 140,000 college students each year.