IT - IT OPERATIONS MANAGER

Columbia Association•Columbia, MD

1d•$125,000 - $145,000

About The Position

The IT Operations Manager leads and optimizes Columbia Association’s IT operations to maintain system availability, service reliability, and secure infrastructure performance. This role oversees IT service delivery, infrastructure operations, and end-user support while driving continuous improvement in IT service management (ITSM). Reporting to the Senior IT Programs & Operations Manager, this position is responsible for executing IT operations and service delivery. The role partners with internal stakeholders and external vendors to support operational excellence, security compliance, and alignment with organizational priorities.

Requirements

5 years of experience leading IT operations or service management teams required
Hands-on experience managing ITSM functions, including incident, change, and problem management
Experience supporting hybrid infrastructure, including on-premises and virtual environments
Strong technical expertise in enterprise systems, servers, and infrastructure
Proven leadership, analytical, and problem-solving abilities
Ability to thrive in a fast-paced, evolving environment
Bachelor’s degree in computer science, Information Technology, or a related field, or an equivalent combination of education and experience
ITIL Foundation certification (required)
CompTIA A+ certification (required)
Strong troubleshooting skills across hardware, software, and network environments
Experience acting as a primary escalation point for technical issues
Excellent written and verbal communication skills for technical and non-technical audiences
Ability to handle sensitive information with discretion and confidentiality
Experience providing customer support through phone, in-person, and remote channels
Experience planning system upgrades and migrations using enterprise support tools

Nice To Haves

VMware Certified Professional (VCP) (preferred)
Microsoft Certified Solutions Expert (MCSE) (preferred)
PMP or equivalent project management certification (preferred)

Responsibilities

Lead, coach, and develop the IT Service Desk team
Shape the vision, strategy, and operating model for the IT Service Desk to deliver a high-quality, customer-focused support experience
Set operational priorities and ensure consistent, high-quality service delivery across IT functions
Promote a customer-focused, high-performing team culture
Collaborate closely with the IT Infrastructure, Security, and Endpoint Management teams
Lead service management processes across IT operations, with an emphasis on Help Desk effectiveness and service quality
Establish, track, and continuously improve KPIs and service level objectives (SLOs) for incidents, requests, and support performance
Implement and maintain ITIL-aligned processes across IT operations
Monitor performance and drive improvements to meet service level objectives (SLOs)
Serve as the operational lead during incidents and escalate major incidents for executive coordination when needed
Maintain the availability, performance, and security of enterprise systems and infrastructure
Oversee patching, system monitoring, backups, and disaster recovery processes
Support hybrid infrastructure, including on-premises and virtualized environments
Manage day-to-day vendor relationships and service delivery in alignment with contracts and service level agreements defined by IT leadership
Monitor vendor performance and coordinate support and maintenance for network, infrastructure, and enterprise systems
Support operational technology initiatives by coordinating infrastructure, deployment, and service readiness activities
Identify opportunities to automate work, improve efficiency, and standardize processes across IT operations
Ensure compliance with IT security policies and operational controls
Partner with security teams to address risk, vulnerabilities, and compliance requirements
Support audit readiness and maintain documentation of IT controls and processes
Partner with business units to improve service delivery and support new initiatives
Maintain documentation for IT processes, standards, and architecture
Assess current technology capabilities and recommend improvements
Support budget planning and lifecycle management for IT assets
Own end-to-end service performance for IT operations, including user satisfaction, responsiveness, and system reliability