Manager, IT Operations

Description

The Manager of IT Operations, within the corporate office of Express Employment International, will play a direct and critical role in helping our company fulfill its purpose of helping people succeed. By leading and mentoring a high-performing team, you will ensure our IT infrastructure is robust and reliable, providing the seamless technological foundation that enables our employees to perform their roles and focus on our core mission of helping as many clients as possible find good people. You are not just managing systems; you are a key part of our vision by empowering the entire workforce.

This position sits within our Oklahoma City based corporate office, currently with an expectation to be onsite 80% of the time.

RESPONSIBILITIES 

• Lead and develop the IT Operations team by fostering a high-performance culture through coaching and mentorship, conducting performance reviews, and championing career growth.
• Oversee daily IT infrastructure operations, including managing a service desk team responsible for intake, triage, and escalation of trouble tickets for all IT operations issues, ensuring proactive monitoring, swift incident response, and minimal disruption to business operations
• Establish and track Key Performance Indicators (KPIs) and service level agreements (SLAs) to drive efficient and effective service delivery, regularly reporting on team and system performance to leadership
• Drive continuous improvement by developing and implementing streamlined processes for incident, problem, and change management, enhancing operational efficiency and service quality
• Serve as a technical escalation point for complex IT issues that the team cannot resolve, leveraging deep technical expertise to guide troubleshooting and resolution across infrastructure and applications
• Manage vendor relationships and act as a liaison between the IT Operations team and other departments to align technology solutions with business needs and ensure seamless collaboration
• Participate in strategic planning, budgeting and administrative oversight for IT tools, resources, and systems, including system configuration and policy enforcement, to support organizational growth and operational stability
• Manage and optimize IT Monitoring Systems to ensure proactive detection and escalation of alerts, maintaining system reliability, performance, and uptime across the IT environment

EDUCATION & EXPERIENCE QUALIFICATIONS

• Bachelor's degree in a related field (e.g., Computer Science, Information Systems) preferred 
• ITIL or other relevant professional certifications
• Experience with budgeting or financial management for an IT department strongly preferred 

KNOWLEDGE, SKILLS, OR ABILITIES

• Proven experience in a leadership or senior role within an IT operations, infrastructure, or service management environment
• Demonstrated technical expertise with the technologies used by the team, including Azure, M365, VMWare, and monitoring tools like SolarWinds, ThousandEyes, or Dynatrace
• Strong understanding of IT service management (ITSM) principles, with practical experience in incident, problem, and change management
• Exceptional communication and interpersonal skills, with the ability to translate complex technical information into clear, non-technical language for a wide range of audiences
• Proven ability to manage conflict and navigate organizational change with empathy and emotional intelligence
• Ability to make critical decisions and manage multiple priorities under pressure

Not sure you meet every requirement? Apply anyway!

At Express, we celebrate what makes you, you. We value diverse backgrounds, perspectives, and talents—because we know that’s what makes us stronger together. If you're excited about the role, we’re excited to hear from you.

Express Employment International supports Express Employment Professionals franchises and related brands. The Express franchise brand is an industry-leading, international staffing company with more than 870 franchise locations in the U.S., Canada, South Africa, Australia, and New Zealand.

Headquartered in Oklahoma City, our corporate team is committed to empowering franchisees by providing world-class support, training, and strategic guidance through a unified global network.

Our mission is to professionally market and provide quality human resource solutions through an international franchising network—benefiting our associates, clients, franchisees, corporate staff, shareholders, and the communities we serve.

Our vision is simple yet powerful: To help as many people as possible find good jobs by helping as many clients as possible find good people.

Qualifications