Senior IT Operations Manager

The Superior Court of Los Angeles County is seeking a Senior IT Operations Manager to lead the teams that keep the Court’s technology running smoothly and reliably. In this role, you will oversee multi-team IT support operations, guide the development of an enterprise-level IT Support Center of Excellence, and serve as the senior escalation point for major incidents and service disruptions. You will drive performance and service-level improvements across all support functions while ensuring consistent, high-quality technical services for judicial officers, staff, and the public. This position also leads strategic workforce planning, supervises subordinate managers, and strengthens vendor and contract management practices. You will partner closely with Court leadership to shape technology strategy, support modernization efforts, and deliver clear, data-driven reporting. If you are a collaborative, forward-thinking IT leader committed to operational excellence, this role offers the opportunity to make a meaningful impact in the nation’s largest trial court., * Multi-Team Operations Leadership - Manages, through subordinate supervisors, the Workstation Support, Courtroom Multimedia Technology, and IT Service Desk teams; provides leadership, mentorship, and guidance to ensure consistent, high-quality technical support services across all Court locations.

• IT Support Center of Excellence (CoE) - Leads the establishment and ongoing management of an IT Support Center of Excellence; develops governance frameworks, knowledge-sharing platforms, and standardized processes that promote best practices, continuous improvement, and operational excellence across all technical support functions.
• Incident & Escalation Management - Serves as the senior point of coordination for major incidents and service disruptions; manages cross-functional escalations involving vendors, internal teams, judicial officers, and administrative staff to ensure timely resolution and clear stakeholder communication.
• Service Level & Performance Management - Develops, monitors, and reports on IT support performance metrics and service levels; identifies trends, bottlenecks, and recurring issues and implements remediation and improvement plans to meet organizational service delivery expectations.
• Staffing, Workforce Planning & Performance - Oversees staffing assignments, workload balancing, and resource planning across all support teams; leads hiring, coaching, performance evaluation, and corrective action for subordinate supervisors and staff.
• Vendor & Contract Management - Directs the development, negotiation, and management of technology support contracts and licenses; maintains strategic vendor relationships and monitors performance against established service and compliance standards.
• Strategic Planning & Executive Reporting - Prepares and presents business cases, cost-benefit analyses, and performance reports to executive leadership; collaborates with senior management on budgeting, resource planning, new initiatives, and the design and implementation of new systems and courtroom technology upgrades.

Do you have experience in Team supervision?, Do you have a Master’s degree?, OPTION I: 11+ years’ experience in information technology support operations with 4 years in a supervisory capacity.

• OPTION II: Associate’s degree* in information technology, computer science, business administration, management information systems, or related field; -AND- 9+ years’ experience in information technology support operations with 4 years in a supervisory capacity.
• OPTION III: Bachelor’s degree* in information technology, computer science, business administration, management information systems, or related field; -AND- 7+ years’ experience in information technology support operations with 4 years in a supervisory capacity.
• OPTION IV: Master’s degree* in information technology, computer science, business administration, management information systems, or related field; -AND- 5+ years’ experience in information technology support operations with 4 years in a supervisory capacity., * Advanced ITIL or service management certification - such as ITIL 4 Managing Professional, ITIL 4 Strategic Leader, or equivalent frameworks demonstrating expertise in enterprise-scale service delivery and continuous improvement.
• Experience building or leading enterprise-level IT Support Operations - including governance design, knowledge-management systems, and organization-wide standardization initiatives.
• Proven leadership of multi-site technical support operations - especially in large, complex public-sector or justice-sector environments.
• Demonstrated success managing major incident response programs - including cross-functional coordination, executive communication, and post-incident review processes.
• Experience developing enterprise performance dashboards - using trend, diagnostic, and predictive analytics to drive operational decisions.
• Expertise in vendor and contract lifecycle management - including negotiation of large-scale technology support agreements and performance-based contracts.
• Hands-on leadership of technology modernization or refresh initiatives - such as courtroom technology upgrades, enterprise hardware refresh cycles, or user-support transformation projects.
• Formal training or certification in process improvement - such as Lean, Six Sigma, or similar methodologies applied to IT support operations.
• Experience presenting to executive or judicial leadership - including business cases, cost-benefit analyses, and strategic recommendations.
• Demonstrated ability to lead organizational change - especially in environments with diverse stakeholders, evolving priorities, and high public impact.

Note: Credit for experience is given based on a 40-hour workweek. Part-time experience is credited on a pro rate basis (e.g., working 20 hours per week for two months equals one month of experience). Overtime does not count toward additional credit.

The Superior Court of Los Angeles County is the largest unified trial court in the United States. The Court’s 582 judicial officers and its dedicated workforce of over 4,600 full-time employees serving across 36 facilities work purposefully and seamlessly to achieve the mission to provide equal access to justice to all of Los Angeles County. At the heart of the Los Angeles Superior Court is commitment and collaboration between team members who contribute professional skill sets and meaningful work experiences toward the goal of serving the community at large. The Court’s justice-oriented mission, dynamic workforce and the ever-evolving needs of the community at large offer bold and rewarding opportunities for talented, public-sector professionals and leaders who seek to foster and realize positive impact. Find out more about your future with the Superior Court of Los Angeles County - connect with us today.