Manager-IT Operations

About the role

The Manager – IT Operations is accountable for the reliable, secure, and cost-effective delivery of day-to-day technology services across a hybrid environment, including infrastructure, networking, tactical cybersecurity management, and service desk functions.

Responsibilities

• Accountable for the services and performance of the IT Operations Department.
• Responsible for WaterOne’s technical landscape including infrastructure and networking across on-prem and cloud environments.
• Responsible for operational health of compute, storage, virtualization, cloud services, and core infrastructure and platform services (e.g., directory services, identity, endpoint management) to meet availability and performance targets across both IT and OT environments.
• Manages backup, recovery, and disaster recovery planning and execution for systems managed by the IT Operations department.
• Standardizes configurations and build practices; drives automation and documentation to reduce operational risk.
• Manages vendor and contract management for operations (e.g., MSPs, carriers, hardware/software maintenance, OEMs/integrators), including procurement, renewals, SLA enforcement, risk management, and ongoing performance reviews.
• Oversees all new network projects to include initial scheduling, project assignments, project instruction and post implementation evaluation.
• Oversees the secure, reliable operation of OT network infrastructure, including plant and facility connectivity, WAN connectivity, and core network services, ensuring alignment with safety, uptime, and operational requirements.
• Manages OT operational support and security lifecycle activities, including incident response and escalation, change control, asset inventory, OT specific documentation, and coordinated vulnerability remediation and patching strategies that balance risk, safety, and operational continuity.
• Ensures reliable and secure operation of IT/OT networks including LAN/WAN, Wi Fi, internet edge, remote access/VPN, and network services (DNS/DHCP/IPAM as applicable).
• Manages network maintenance windows, change implementation, and communications to minimize business disruption.
• Oversees network carrier relationships, renewals, and cost optimization.
• Operationalizes security controls in partnership with the security/risk management team (e.g., endpoint protection, logging/monitoring, privileged access, configuration baselines).
• Drives timely remediation of vulnerabilities and misconfigurations across infrastructure and endpoints; tracks risk acceptance and exceptions where approved.
• Responsible for the IT Service Desk function to deliver excellent customer support for incidents, requests, onboarding/offboarding, and to foster continual improvement.
• Responsible for the IT Operations departmental budget (OPEX and applicable CAPEX planning) for IT and OT operational services; forecasts, tracks spend and identifies savings opportunities while reinvesting in reliability and security.
• Pairs with Enterprise Solutions and PMO teams to ensure smooth system implementation and transition to operations and support.
• Sets and communicates department and individual goals and priorities.
• Focuses on team performance to accomplish short and mid-term goals.
• Develops appropriate metrics/KPI’s and takes accountability to ensure the successful achievement of department goals and division priorities.
• Collects, analyzes, and interprets performance reports and metrics, ensures tactical adjustments accordingly.
• Drives work performance of department, and provides appropriate training, mentoring and coaching to enhance overall department operations.
• Provides consultation to Supervisor(s) for the application of employee corrective actions.
• Completes and performs annual employee performance evaluations and ensures appropriate opportunities for employee training and development.
• Develops supervisory skills in direct reports; develops leadership skills (beginning to intermediate).
• Conducts interviews and evaluates talent for hire in accordance with WaterOne interview standards. Makes hiring decisions for department.
• Performs or oversees other leadership and administrative duties such as timesheet approvals, time off requests, training authorizations, and other recordkeeping tasks.
• Builds relationships with employees and inspires and motivates employees to help them succeed.
• Promotes a positive and inclusive work environment that fosters a sense of belonging.
• Interprets and ensures consistency with organization policy; may develop/update team policy recommendations.
• Consults on and/or addresses inquiries and complaints from stakeholders that cannot be resolved by supervisors and/or a higher degree of urgency or severity.
• Identifies process and workflow improvements, researches and advises on best practice and industry trends, communicates and implements process changes.

Qualifications

• Required Education and Experience: Bachelor’s degree with major in Information Systems (IS), Information Technology (IT), Information Assurance (IA), Computer Science, or related field. Seven years of increasingly responsible experience in the information technology field, with a strong focus on server administration, network administration and/or network engineering, IT infrastructure administration, and IT service desk.
• Required Knowledge, Skills, and Abilities: Proven administrative and management skills in a Cisco and Microsoft environment, including Microsoft Exchange, Cisco switches, routers, firewalls. Advanced working knowledge of cyber security operations, controls, vulnerability management, incident response. Advanced working knowledge of multiple computer hardware platforms, operating systems, SAN, disaster recovery strategy, firewalls, telecommunications, LAN/WAN, internet connectivity, and security issues. Working knowledge of N-Tier application architectures. Working knowledge of cloud-based or hosted services. For example, Azure, AWS, Platform as a Service (PaaS), Software as a Service (SaaS), and Infrastructure as a Service (IaaS).
• Preferred Qualifications: Security Certification. Knowledge of OT/ICS concepts and technologies (e.g., SCADA/PLC/HMI), industrial network design considerations, and security guidance such as ISA/IEC 62443 or NIST 800-82. ITIL Foundation (or equivalent ITSM training); experience implementing continuous improvement practices. Eight years of progressive leadership responsibilities including recruiting and retaining talent, staff growth and development including coaching, mentoring, and performance management.

Pay

Pay range for this position is $134,700/yr to $188,500/yr. Compensation for the selected candidate will depend on candidate qualifications and experience related to the position requirements.

Schedule

FT Exempt