IT Operations Manager

The IT Operations Manager is responsible for overseeing the delivery, quality, and continuous improvement of IT services supporting multiple locations. This role leads the IT support function to ensure incidents, service requests, and infrastructure support are delivered efficiently and aligned with business priorities. The IT Operations Manager partners with IT team members and business stakeholders to standardize processes, manage escalations, and optimize resources while maintaining high service standards. Some local travel to other locations is required.

Job Duties/Responsibilities:

Leadership & Oversight

• Provide day-to-day leadership, coaching, and direction to IT support staff, fostering accountability, collaboration, and high performance.
• Act as the primary escalation point for unresolved or high-priority incidents and service requests.
• Set expectations for service quality, response times, and customer experience across all supported locations.
• Promote a culture of professionalism, ownership, and continuous improvement within the IT team.
• Serve as a role model by demonstrating sound judgment, emotional intelligence, and a strong sense of mission.

IT Service Management

• Oversee the intake, prioritization, and resolution of all end-user incidents and service requests through a Service Desk / Ticketing System.
• Ensure tickets are accurately logged, categorized, prioritized, assigned, and resolved in accordance with established service standards.
• Monitor ticket aging and service metrics, ensuring timely resolution and appropriate escalation when service levels are at risk.
• Ensure any ticket open longer than established thresholds is reviewed, escalated, and actioned appropriately.
• Maintain clear communication with end users regarding status, expectations, and resolution timelines.

Operational & Technical Oversight

• Oversee deployment, configuration, testing, and support of end-user technology, including desktops, laptops, mobile devices, printers, and peripherals.
• Ensure thorough testing and documentation of new or refurbished systems prior to deployment.
• Provide guidance and oversight for troubleshooting of connectivity, hardware, software, server access, and basic networking issues.
• Ensure appropriate engagement with vendors and third-party support partners when required.
• Oversee administration and support of core technologies, including:
• Microsoft Windows PCs and servers
• Active Directory and Group Policy
• TCP/IP networking (wired and wireless)
• VoIP and telephony systems
• Video conferencing solutions

Process, Documentation & Projects

• Ensure IT procedures, documentation, training materials, and knowledge base resources are current, accurate, and consistently used.
• Identify opportunities to improve IT processes, workflows, and service delivery models.
• Participate in and lead IT projects, including site moves, technology refreshes, and infrastructure improvements.
• Balance “business as usual” support demands with project priorities to optimize team productivity and business outcomes

Collaboration & Communication

• Build strong relationships with internal business partners and end users across all levels of the organization.
• Communicate clearly and professionally with diverse stakeholders, including executives, managers, vendors, and frontline employees.
• Effectively manage conflict, de-escalate issues, and drive resolution in high-pressure situations.

Requirements:

• Team Leadership: Builds a collaborative, accountable team environment that supports both peers and the business.
• Customer Experience: Maintains a strong service mindset, consistently putting the end user and business impact at the center of decision-making.
• Problem Solving: Anticipates issues, drives root-cause analysis, and implements sustainable solutions.
• Communication: Communicates clearly, calmly, and effectively across all levels of the organization.
• Initiative & Ownership: Proactively identifies risks, gaps, and improvement opportunities; recommends and implements corrective actions.

Qualifications and Education Requirements:

• Minimum of 5 years of progressive IT support and infrastructure experience, including leadership or lead-level responsibilities.
• Bachelor’s degree in computer science, Information Technology, or related field preferred.
• Demonstrated experience supporting desktop, mobility, networking, and infrastructure technologies in a multi-site environment.
• Prior experience leading or mentoring IT staff strongly preferred.
• Experience in a manufacturing or industrial environment preferred.
• Strong customer service, communication, analytical, and problem-solving skills.