What are the responsibilities and job description for the Information Technology Operations Manager position at Robert Half?
Overview
The IT Operations Manager will lead the day-to-day delivery of IT services, including service desk, field support, endpoint lifecycle, patching, and device management. This role ensures ITIL process compliance, SLA adherence, and provides hands-on escalation for network and telephony issues while managing a team of supervisors and technical staff.
Key Responsibilities
- Manage and coordinate technical team activities, including scheduling, monitoring, and incident response.
- Ensure operational coverage and SLA compliance.
- Oversee endpoint lifecycle: imaging, deployment, patching.
- Govern ITIL processes (incident, problem, change, request).
- Provide advanced troubleshooting for network and telephony.
- Lead, mentor, and develop supervisors and technical staff.
- Ensure compliance with policies, standards, and regulatory requirements.
- Support integration of new technologies and enterprise-wide rollouts.
- Input into disaster recovery and business continuity planning.
- Travel to multiple sites (25%–40%).
Must-Have Skills
- ITIL process ownership & SLA governance.
- Leadership experience managing supervisors and technical teams.
- Endpoint lifecycle management.
- Advanced network/telephony troubleshooting.
- Multi-site field services management.
Nice-to-Have Skills
- ServiceNow administration/reporting.
- Intune Autopilot / MECM expertise.
- Government/regulatory environment experience.
- Disaster recovery/business continuity planning.
Education & Experience
- Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.
- Minimum 7 years in IT operations, including team management.
Salary : $55 - $69