IT Operations Lead
About The Position
The IT Operations Lead, a senior technical resource under general supervision reports to the IT Manager, ensures smooth IT operations and service delivery within the District. As the primary escalation point for complex technical issues, they manage incident response under the established framework and coordinate operational processes to support and help lead the IT department’s strategic objectives. This hands-on technical leader provides guidance and mentorship to IT support staff, conducts business analyses to translate operational needs into technical requirements, and supports the organization in identifying technology solutions that align with business objectives while maintaining operational excellence and driving continuous improvement in service delivery. The successful candidate must demonstrate a growth mindset in navigating a dynamic, mission-driven operation, while remaining committed to fostering a positive and inclusive workplace culture.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Business Administration, Information Systems, or related field, or equivalent professional experience.
- Experience in a formal IT leadership role (e.g. Lead Worker, Supervisor, etc.)
- Demonstrated experience in business analysis, gathering requirements, and creating and maintaining process documentation.
Nice To Haves
- ITIL Practitioner, ITIL Managing Professional, or ITIL Strategic Leader certification
- Business analysis certification (CBAP, CCBA, PMI-PBA, or similar)
- Project Management and/or Product Manager Certificate
Responsibilities
- Manage and resolve escalated IT support tickets requiring advanced technical expertise or cross-functional coordination
- Lead incident management processes following ITIL best practices, including prioritization, communication, and resolution tracking
- Serve as the primary point of contact for critical service requests and operational issues
- Conduct root cause analysis and implement preventive measures to reduce recurring incidents
- Conduct business analysis activities to identify operational needs and translate them into technical requirements
- Facilitate requirements gathering sessions with business stakeholders to understand processes, pain points, and desired outcomes
- Document business requirements, process flows, and functional specifications for IT projects and enhancements
- Evaluate current business processes and recommend technology solutions to improve efficiency and effectiveness
- Support IT staff with business analysis techniques, stakeholder engagement, and requirements documentation
- Assess the feasibility and impact of proposed solutions on existing systems and operations
- Oversee IT license management, including tracking, renewals, compliance, and optimization
- Monitor service delivery metrics and identify opportunities for operational improvements
- Coordinate the intake and preliminary assessment of new IT project requests, including initial business case analysis
- Ensure adherence to service level agreements and operational standards
- Analyze service trends and usage patterns to inform capacity planning and service improvements
- Develop and maintain operational documentation, procedures, and knowledge base articles
- Create technical guides, business process documentation, and reference materials to support IT staff and end users
- Document incident resolution processes, requirements analysis outcomes, and lessons learned for continuous improvement
- Maintain accurate records of IT assets, licenses, operational configurations, and business requirements
- Provide technical guidance and mentorship to IT support staff without direct supervisory authority
- Train and coach IT team members on business analysis techniques and stakeholder engagement approaches
- Collaborate with the IT Manager to implement process improvements and operational standards
- Lead training sessions and knowledge-sharing activities to build team capabilities
- Participate in IT strategic planning and operational improvement initiatives
- Serve occasionally as backup coverage for District IT Manager duties during planned and unplanned absences as required or assigned.
- Complete any and all district required trainings.
- Perform related work and other duties as required.
- Support the District’s Strategic Plan and special projects associated with organizational goals.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
