IT Operations Manager

ADB Companies•Pacific, MO

8h•$115,000 - $130,000•Onsite

About The Position

ADB is seeking an IT Operations Manager to oversee and drive the success of business objectives including safety, people, customers, and financials. This role maintains direct oversight of the Service Desk and IT Operations Engineers, focusing heavily on mentorship, technical guidance, and operational execution rather than general management. This position manages functional strategies that result in accomplishing business goals, meeting department financial goals, being a successful manager of a team, and creating a reliable customer experience. The ideal candidate has proven success supervising within an Information Technology department, a proactive leader with strong people and process management skills, plus a strong work ethic and an ALL IN attitude to achieve results.

Requirements

5+ years of technical expertise in Information Technology or Systems Administration required
2+ years of proven success leading people and processes within IT Operations with technology policy and procedure management required
High School Diploma or equivalent required
A strong belief in ZERO- Being Safe 100% of the time is the expectation
Alignment with company mission, vision, and values
Strong work ethic with an ALL IN attitude
A high level of customer centricity
Strong team leader with the ability to build relationships
Ability to perform in a fast-paced work environment
A high level of time management, accountability, and prioritization skills
Self-motivated, goal- oriented, and driven to accomplish department goals
Ability to be organized, problem solve, and be solution oriented
Strong ability to influence desired outcomes by master relationship building
Strong verbal and written communication skills
Expert proficiency in Microsoft Office (Power Point, Teams, Word, Excel, etc.)
Experience with modern cloud managed network technology
Experience with Microsoft Windows Server, Active Director
High-level experience with Windows 11 and MacOS
Strong understanding of ITIL or similar service management frameworks

Nice To Haves

Bachelor’s degree in business or related field strongly preferred

Responsibilities

Responsible for managing day-to-day IT operations within the Service Desk and IT Engineering functions, including oversight of ticketing systems, support workflows, and service level agreements (SLAs) to maintain operational excellence
Tracks and communicates key metrics for service delivery, uptime, and incident resolutions, using data to make recommendations and drive improvements
Leads by example; mentoring Helpdesk and IT Engineering staff with empathy, fostering a collaborative environment that encourages knowledge sharing, mutual support, and celebration of successes while promoting continuous training, skill development, and career growth
Operates as the escalation point for all escalated technical issues, modeling a problem-solving mindset, developing documentation, and trains support staff on problem resolution
Coordinates operational project work, including system upgrades, maintenance, and technology rollouts, with minimal disruption to business; exhibits strong management skills of special projects, lifecycles, processes, initiatives, and/or functions from start to end
Manages and maintains monitoring, incident management, and disaster recovery protocols to safeguard business operations
Oversees system maintenance and patch management, prioritizing security and reliability
Manages the IT infrastructure, providing strategic direction and guidance on infrastructure components
Manages audio/visual use and equipment in all buildings, including serving as liaison to the audio/visual vendor to help develop and implement world class collaboration experiences across the company
Partners with leadership to implement IT governance, security controls, and compliance measures, promoting a culture of responsibility
Builds positive relationships with external vendors and service providers, ensuring consistent, reliable, and cost-conscious service
Mid-Level Manager responsible for people management, production, performance, and quality within an entire department; manages functional team members’ time, attendance, performance, production, quality, training, etc.
Creates and drives team KPI’s to contribute to the overall department and team Scorecard Success
Manages the successful execution of departmental processes and standards ensuring quality, production, performance, and task initiatives are met
Strong reporting and data analytics; can create and present data, information and/or overall presentations to Senior Leadership as requested; reviews and analyzes data to help make business decisions
Strong level of customer centricity ensuring the function and/or tasks overseen align with the customer expectations and produce results
Full understanding and ownership of division and/or department initiatives and performance expectations; creates plans and action plans to ensure results
Proficient understanding of department financials: can identify cost impacts and discuss and drive solutions with Management
Highly interdependent with other functional teams and operational groups ensuring strong relationships and collaboration to achieve overall business goals; encourages cross-functional collaboration, ensuring IT solutions meet the needs of all departments
Upholds ADB’s safety culture, leads by example and drives the philosophy of ZERO throughout the entire organization
Engages in ADB’s culture pillars and encourages participation and buy-in in all pillars: Community, Wellness, Development, Inclusion
Performs other position duties when requested