IT Operations Manager

Scope of the Role

Day-to-day IT performance depends on deliberate operational management, and that is the mandate of this position. As an IT Operations Manager, You will own the systems, processes, and personnel that keep operations stable, secure, and continuously improving against defined measures. Reporting to senior leadership, the holder serves as the operational authority for infrastructure, service management, and IT process discipline, accountable for change control standards, incident escalation policy, and the accuracy and cadence of performance reporting. This is a hands-on management position: the manager sets direction and operating rhythm while remaining directly engaged in the work, collaborating with the team rather than overseeing it at a distance.

Key Responsibilities

• Direct day-to-day IT operations spanning infrastructure, end-user support, network availability, and the ticketing function behind them
• Monitor service performance against agreed targets; produce and present regular reporting on availability, incident trends, SLA attainment, and backlog status
• Manage backup and recovery operations, including scheduled restore validation rather than confirmation of job completion alone
• Maintain patch, vulnerability remediation, and endpoint protection cadence across the environment
• Coordinate IT asset lifecycle: procurement intake, deployment standards, refresh scheduling, and accurate inventory records
• Supervise service desk and technical support personnel, including workload distribution, quality review of ticket handling, and escalation oversight
• Manage vendor and contractor relationships against contracted terms; escalate failures and provide input at renewal
• Plan and execute infrastructure projects including migrations, upgrades, capacity changes, with documented scope, timeline, and rollback plans
• Build and maintain IT documentation to an audit standard: runbooks, network diagrams, process records, and ownership matrices
• Identify recurring operational failures and drive them into the problem-management pipeline with measurable outcomes
• Support security and compliance requirements including accessing review, evidence collection, configuration standards
• Prepare and manage the IT operations budget across tooling, support contracts, and staffing assumptions

Qualifications And Skills

• Seven or more years in IT operations, infrastructure, or systems roles, including at least three years managing people or leading a technical function
• Demonstrated ownership of incident, change, and service management processes in a production environment
• Broad infrastructure competency: Windows Server and Active Directory, networking fundamentals (TCP/IP, DNS, firewalls, VPN), virtualization, and cloud services
• Experience with ITSM platforms (ServiceNow, Freshservice, Jira Service Management, or comparable) from both an administrative and reporting standpoint
• Budget and vendor management experience, including contract performance tracking
• A record of producing management-level reporting and communicating operational risk to non-technical leadership in writing and in person
• Willingness to work on-site per business needs and participate in on-call availability for major incidents

Preferred Qualifications

• ITIL 4 certification or demonstrable equivalent practice
• Cloud platform proficiency (AWS or Azure) beyond application-level use
• Security or compliance exposure - SOC 2, HIPAA, or PCI-DSS environments
• Familiarity with business continuity and disaster recovery planning beyond backup execution
• Experience in an industry where uptime is contractually or regulatorily significant: healthcare, financial services, logistics, or manufacturing
• Project management discipline (PMP, PRINCE2, or practical equivalent with formal methodology experience)

Compensation and Benefits

• Salary range of $105,000-$115,000 annually, commensurate with experience and qualifications
• Health, dental, and vision insurance
• Paid time off and company-observed holidays
• 401(k) with company match
• Certification reimbursement

Application Instructions

Submit your resume with a brief written example of an operational problem you diagnosed and fixed at the process level and what changed after your fix was in place. Candidates selected for interview will discuss an incident or change failure they managed through review.

Pay: $105,000.00 - $115,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Work Location: In person

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