IT Operations Manager

Onsite role in Celebration, FL.

About the role

The IT Operations Manager leads and coordinates the daily activities of the technical support team, overseeing IT service delivery, managing IT asset lifecycles, maintaining operational standards, and guiding a team of supervisors, project leaders, and technical staff. The ideal candidate ensures alignment with business needs, high system availability, and adherence to service level agreements (SLAs).

Responsibilities

• Manage and coordinate daily technical team activities, including project scheduling, system performance monitoring, and incident response.
• Lead, mentor, and develop technical staff, project leaders, and supervisors through training, performance evaluations, and succession planning.
• Lead and manage IT service delivery across the organization, ensuring alignment with business needs and adherence to SLAs.
• Drive continuous improvement initiatives to enhance service delivery, service desk performance, and customer satisfaction.
• Provide strategic input on business continuity planning and disaster recovery strategies.
• Oversee the deployment, configuration, and lifecycle management of IT assets (desktops, laptops, mobile devices, printers, servers, hardware, and software).
• Develop and implement IT service management processes, including incident, problem, change, and request management.
• Plan and manage the integration of new technologies, software rollouts, updates, patches, and advanced technical support.
• Perform advanced network and telephony support, including on-site support for remote troubleshooting.
• Monitor service ticket queues, resolve assigned tickets, and document work performed and technical solutions.
• Develop, implement, and maintain operational standards, procedures, and best practices.
• Ensure full compliance with internal IT policies, security standards, and regulatory requirements.

Requirements

• Associate’s or Bachelor’s Degree (or technical institute degree/certificate) in Computer Science, Information Systems, or a related field (or equivalent work experience).
• Minimum of 7 years of IT work experience with exposure to multi-platform environments.

Skills

• Strong ability to organize workload, comprehend assignments, analyze situations, and make sound, objective decisions with minimal direction.
• Excellent written and verbal communication skills, with a focus on delivering high-quality user support and collaborating across teams.
• Proven ability to motivate, encourage, and guide technical personnel toward common goals.
• Ability to adapt to changing priorities, process improvements, and unexpected obstacles.
• Practical knowledge of QA/QC tools, ideologies, and techniques.