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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Operations Manager - **Company:** BCforward - **Location:** Minnetonka, MN, United States - **Experience:** Experienced - **Salary:** $90,000.0 - $120,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Business Software, Distributed Computing Environment, IT Management, Information Technology Operations, Information Technology, Network Server - **Published:** September 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d963721f4bb626ee ## About the Role * 5-10 years of progressive IT experience. * At least 2-3 years of direct people management or formal IT team leadership experience. * Demonstrated experience managing day-to-day IT Operations, not only technical projects or cybersecurity functions. * Experience managing IT operations in a multi-site or distributed environment. * Experience managing service desk/ticket operations and IT service levels. * Experience with ticket queues, SLA metrics, escalations, incident management, and problem management. * Experience managing IT team workload and allocating resources across competing priorities. * Experience managing vendors, MSPs, or other external technology providers. * Strong understanding of Microsoft 365, endpoint management, servers, networking, and business applications. * Strong communication skills with both technical and non-technical stakeholders. * Ability to remain calm and organized during outages, escalations, and competing priorities. * Strong documentation and process-management skills., * Healthcare, senior living, long-term care, nonprofit, or other regulated-environment experience. * Familiarity with HIPAA and healthcare technology environments. * Practical ITIL/service management experience. * Experience with Microsoft 365 and endpoint management. * Experience supporting multiple campuses or locations. * Experience improving service desk performance and operational metrics. * Experience taking over a struggling or disorganized IT operation and improving its structure and performance. What Success Looks Like In the first 90 days, you will establish a clear operational rhythm, understand the ticket and escalation landscape, improve team priorities and workload management, and identify the most important recurring IT problems. Over time, you will help create a more stable, predictable, and accountable IT operation with improved service levels, better team coordination, faster escalation handling, stronger documentation, and fewer recurring problems. The Ideal Candidate We are looking for an IT Operations leader who can run the operation-not just work in it. You should be comfortable managing people, prioritizing competing demands, handling escalations, working with vendors, improving service delivery, and taking ownership when an IT environment is struggling. If you have successfully taken a challenging IT operation, organized the people and processes, and moved it toward a stable and reliable environment, we would like to hear from you. Pay: $90,000.00 - $120,000.00 per year Application Question(s): * Do you have at least 2-3 years of direct people management experience, including managing IT staff, assigning workload, coaching, and handling performance? * Have you directly owned day-to-day IT Operations, including service desk/tickets, SLAs, escalations, vendors/MSPs, and team workload-not just supported these functions as a technical or cybersecurity resource? * Have you personally taken over a struggling or chaotic IT operation and improved it by organizing the team/workload, prioritizing issues, establishing processes, and improving service delivery? ## Description We are seeking an experienced IT Operations Manager to lead the day-to-day IT operation across a multi-campus organization. This is a hands-on IT Operations leadership role. The person in this position will be responsible for keeping IT operations organized, responsive, and reliable while leading the IT team, managing workload and priorities, handling escalations, working with vendors, and improving service delivery. The ideal candidate is someone who can step into a busy or challenging IT environment, understand what is not working, organize the team and processes, and move the operation toward a stable, predictable state., IT Operations Leadership * Own the day-to-day IT Operations function across multiple campuses. * Provide direction and priorities for the IT team and ensure operational issues are addressed appropriately. * Monitor ticket volume, aging, escalations, response times, and resolution performance. * Ensure issues are prioritized based on business impact and urgency. * Serve as an escalation point for issues that cannot be resolved at Tier 1 or Tier 2. * Coordinate internal IT resources, vendors, MSPs, and other technical partners to resolve issues. * Maintain clear communication with campus and business stakeholders during incidents and operational issues. * Provide regular updates to IT leadership on operational performance, risks, and priorities. Team Management * Directly manage, coach, and develop IT staff. * Conduct regular 1:1s and provide ongoing feedback and performance coaching. * Assign and balance workload across the team based on skills, priorities, and available resources. * Address performance, workload, and team collaboration issues. * Support hiring, onboarding, and development of IT team members. * Build cross-training and backup coverage to reduce operational dependency on individuals. Service Desk & IT Service Management * Own service desk performance and operational service levels. * Review ticket queues, aging tickets, escalations, and recurring issues. * Track and improve response and resolution times and SLA performance. * Establish effective incident, escalation, and problem-management processes. * Ensure recurring issues are investigated and addressed rather than repeatedly treated as individual tickets. * Maintain and improve runbooks, knowledge articles, procedures, and operational documentation. Incident & Problem Management * Lead response to significant IT incidents and outages involving networks, servers, applications, phones, endpoints, or other technology. * Coordinate the appropriate internal teams and vendors during major incidents. * Keep stakeholders informed throughout incidents and recovery. * Conduct root-cause analysis and lessons-learned reviews. * Drive permanent corrective actions to reduce recurring incidents. Resource & Project Management * Balance daily IT support and operational demands with projects and improvement initiatives. * Prioritize work when resources are limited. * Allocate people and technical resources based on business impact, urgency, skills, and capacity. * Identify operational bottlenecks and recommend improvements. * Help move IT from reactive support toward proactive and predictable operations. Vendor & MSP Management * Manage relationships with technology vendors and managed service providers. * Monitor vendor performance and SLA commitments. * Escalate vendor issues when expectations or service levels are not being met. * Coordinate vendor work, timelines, deliverables, and issue resolution. * Support vendor evaluations and technology implementations. User Lifecycle & Infrastructure Operations * Oversee employee onboarding and offboarding processes. * Ensure appropriate access, equipment, and technology are available for new employees. * Coordinate timely access removal and equipment recovery during offboarding. * Provide operational oversight of endpoints, servers, networks, telephony, Microsoft 365, and other business technology. * Ensure appropriate on-call and escalation coverage for critical operational issues.