IT Operations Manager

The Old Dominion Group • Midlothian, VA

8d

About The Position

Old Dominion Group is a multi-state construction organization operating across 14 business units with over 1,500 employees and an aggressive growth trajectory. As we scale — through organic growth and active acquisition activity — the demand on our IT organization is increasing in both complexity and visibility.

The IT Operations Manager is a senior, player-coach hire responsible for the day-to-day performance, accountability, and perception of IT service delivery across the enterprise. This person will directly manage the help desk team and our Systems & Security Engineer, freeing senior technical capacity for high-complexity infrastructure and security work while ensuring operational excellence across all business units.
This role is a direct extension of IT leadership — expected to exercise independent judgment, represent IT professionally at all levels of the organization, and deliver measurable improvements in service quality, response performance, and acquisition and divestiture readiness and execution.

Requirements

• 7+ years of progressive IT experience, including hands-on help desk management and senior-level technical support
• Demonstrated experience managing a technical team — setting expectations, coaching performance, and building accountability culture
• ITIL certification or equivalent demonstrated working knowledge of ITIL frameworks in a production environment
• Proven Level 3 technical troubleshooting capability across end-user computing, networking fundamentals, and Microsoft/cloud environments
• Experience with company IT integration or M&A onboarding
• Strong executive communication skills - comfortable presenting to and supporting C-suite and senior leadership
• Metrics-driven mindset with experience building or managing service scorecards and SLA reporting
• Strong organizational discipline - ability to bring structure, process, and consistency to a fast-moving environment and see implementation through
• Strategic awareness - understands the business context behind IT decisions and prioritizes accordingly
• Technical credibility - earns trust from the team through competence.

Nice To Haves

• Experience in construction, real estate, or other multi-site, project-based industries
• Familiarity with CMMC or other compliance frameworks
• Experience managing vendor contracts and technology procurement processes
• Background operating in both SMB and mid-market IT environments

Responsibilities

• Team Leadership, People Management & MSP Partnership — Directly manage the IT Helpdesk and Infrastructure team - setting performance expectations, driving accountability, and developing team capability. Own the strategic and day-to-day co-MSP relationship — coordinating co-managed service delivery, enforcing SLA standards, and navigating the evolution of the partnership as the company grows.
• Help Desk Effectiveness & Accountability — Own the performance of the help desk function. Define and enforce SLAs, build accountability structures, reduce recurring issues through root cause analysis, and develop team capability. This person doesn't just manage tickets — they manage outcomes.
• Company Integration & Divestiture — Lead IT assessment, onboarding, and integration activities for acquired companies. With deals in the pipeline now, this person must be ready to evaluate existing infrastructure, define integration roadmaps, and execute against them with minimal disruption to the incoming business unit.
• Escalation Support — Serve as the senior technical escalation point for issues beyond tier 1 and 2 resolution, including direct support for key stakeholders. This role requires discretion, urgency, strong communication, and the technical depth to resolve complex issues - preserving the Systems & Security Engineer's capacity for infrastructure and security priorities.
• License & Vendor Management — Manage IT vendor relationships, including SLA accountability, performance reviews, and contract coordination. Proactively manage licenses, spend, and renewals — ensuring vendors are meeting expectations and that tools remain fit-for-purpose.
• IT Purchasing & Asset Management — Own the IT procurement process — hardware, software, licensing — ensuring accuracy, cost efficiency, and alignment with organizational standards. Maintain asset inventory and lifecycle planning.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed