IT Operations Manager

PARK DIST OF HIGHLAND PARK • Highland Park, IL

4d • $77,399 - $99,693 • Onsite

About The Position

The Information Technology (IT) Operations Manager is responsible for ensuring the Park District’s end-user technology experience is reliable, efficient, and aligned with business needs. This role is also responsible for overseeing the planning and execution of technology projects and strategic initiatives. The IT Operations Manager oversees and serves as the primary liaison with the Park District’s IT Managed Service Provider, ensuring that IT services are delivered effectively, communication is clear, and issues are resolved in a timely and structured manner. This is a non-technical role focused on service coordination, user satisfaction, and accountability, and not hands-on IT support. The IT Manager is directly responsible to and works in close contact with the Director of Planning, Projects and IT.

Requirements

• Bachelor's degree from an accredited college or university; with a degree in Computer Science, Information Technology, Management Information Systems, Project Management, or similar field.
• At least seven (7) years’ experience or equivalent combination of education, experience, and training which provides the required knowledge, skills, and abilities.
• Experience working with helpdesk/support workflows.
• Project management experience.
• Knowledge of workplace technology systems, protocols and standards.
• Excellent project management skills.
• Ability to effectively manage multiple priorities, handle escalations, and ensure timely follow through.
• Strong communication and organizational skills.
• Customer-focused mindset with excellent interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to act with integrity, professionalism, and confidentiality.
• Ability to work flexible hours, including evenings and weekends as needed.
• American Red Cross CPR/AED certification or ability to obtain.
• Valid Driver’s License

Nice To Haves

• Experience working with Managed Services Providers, Camera Systems, Access Control Systems, Singlewire, Informacast, Vermont Systems, and Tyler Technologies preferred.
• Related professional certification preferred.

Responsibilities

• Manage and serve as day-to-day liaison with the Park District’s IT Managed Service Provider and participate in regular service reviews and planning discussions, providing feedback to improve service delivery and user experience.
• Collaborate with Park District’s IT Managed Service Provider on the adoption of standard processes and best practices, support rollout of new tools, policies, and improvements, and help drive consistency in technology use across the Park District.
• Act as the internal owner of the IT support experience, monitoring helpdesk activity, ticket flow, and response/resolution performance.
• Ensure helpdesk issues are properly triaged, escalated, and resolved through the Park District’s IT management partner when necessary while identifying recurring problems and addressing root causes.
• Oversee technology improvement projects by collaborating with the Park District’s Managed Service Provider to develop, prioritize, implement, and complete initiatives.
• Lead assigned projects by preparing project documents, directing staff and contractors, communicating progress, and managing project costs.
• Responsible for research, recommendation, integration, training, and ongoing management of software, products, and services in support of technology infrastructure improvements, development efforts, and strategic initiatives.
• Responsible for planning, purchase, installation, and maintenance of physical technology throughout the Park District.
• Responsible for the development and administration of technology budgets across the Park District.
• Define hardware and software standards in conjunction with stakeholders.
• Ensure the functionality of the audio/video technology throughout the Park District including support for Board Meetings and special events as needed.
• Coordinate work of third-party vendors and manage various vendor accounts.
• Assist in the development, implementation, and maintenance of information technology and data security policies, procedures, and associated training plans.
• Establish and maintain regular written and in-person communications with the organization's executives, decision-makers, stakeholders, department heads, and end users regarding pertinent infrastructure activities.
• Keep Director of Planning, Projects, and IT informed on all matters of technology and security having a significant effect on operations.
• Performs other duties as assigned.

Benefits

• Medical Insurance (Blue Cross Blue Shield HMO or PPO)
• Dental Insurance
• Vision Insurance
• 4 Weeks Paid Maternity/Paternity Leave
• Company Paid Group Term Life Insurance
• Voluntary Supplemental Life Insurance
• Pension/Benefit Plan (IMRF)
• Deferred Compensation Plans
• Flexible Spending Accounts (Health and Dependent Care)
• Ten (10) Paid Federal Holidays
• Paid Vacation
• Three (3) Floating Holidays
• Twelve (12) Paid Sick Days
• Incentivized Wellness Program
• Health & Fitness Membership
• Outdoor Pool Membership and Seasonal Beach Access
• Program and Facility Discounts on a variety of recreational activities including Golf, Racquet Sports, and Ice Skating.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager