Information Technology Operations Manager

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.