IT Operations, Lead
About The Position
The IT Operations Lead is responsible for overseeing enterprise technology support and operational service delivery at Colonial Pipeline Company. This role leads critical support functions including the Network Operations Center (NOC), Technology Operations Center (TOC), Service Desk, and Tech Lounge to ensure reliable, secure, and customer-centric IT operations. This position drives operational excellence through proactive monitoring, incident management, service performance optimization, and continuous improvement initiatives while partnering across infrastructure, cybersecurity, application teams, and business units to ensure high availability of mission-critical systems and a strong end-user experience.
Requirements
- Bachelor’s degree in Information Technology or related field, or equivalent experience
- 5+ years of IT Service Management experience
- 5+ years of technology support leadership experience building and leading teams
- Working knowledge of ITIL frameworks and service management practices
- Experience with ITSM tools such as ServiceNow
- Experience operating in a 24/7, high-availability support environment
- Strong understanding of SLAs, KPIs, and service performance metrics
- Proven ability to manage vendors, drive accountability, and optimize service delivery
- Strong communication, analytical, and problem-solving skills
Nice To Haves
- Experience in highly regulated industries (e.g., oil & gas)
- ITIL certification or advanced service management expertise
- Microsoft certifications (e.g., Microsoft 365)
- Experience developing operational support teams with strong SLA/KPI focus
- Knowledge of infrastructure technologies, Active Directory, and Microsoft ecosystem
- Experience with PC, printer, AV lifecycle management and enterprise asset environments
- Strong customer service mindset with ability to lead in high-pressure environments
Responsibilities
- Oversee vendor-supported operations across NOC, TOC, Service Desk, and Tech Lounge environments
- Manage third-party providers to ensure adherence to SLAs, KPIs, and contractual obligations
- Govern incident, problem, escalation, and major outage management processes
- Ensure 24x7 monitoring and operational support for infrastructure, applications, and end-user systems
- Establish operational performance metrics, dashboards, and executive reporting
- Lead continuous improvement initiatives focused on service quality, automation, and customer experience
- Partner with Infrastructure, Cybersecurity, Cloud, and Application teams to ensure operational readiness
- Oversee ITIL-based service management practices across outsourced operations
- Manage vendor financial performance, budgets, and cost optimization efforts
- Drive executive communications, stakeholder updates, and post-incident reviews
- Identify operational risks and implement remediation plans
- Lead governance meetings and strategic planning sessions with vendors and stakeholders
Benefits
- annual incentive bonuses
- retirement plans
- insurance coverage
- Highly competitive benefits – Check out Colonial’s Total Rewards package.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
