IT Operations Manager

Arizona Department of Education•Scottsdale, AZ

57d•Hybrid

About The Position

Information Technology Services (ITS) at MCCCD is seeking a seasoned and strategic IT Operations Manager to oversee and enhance enterprise technology operations. Reporting to the Director of IT Operations, this high-impact leadership role oversees teams across systems, applications, infrastructure, and service desk functions. The IT Operations Manager, leveraging the ITIL guiding principles, leads operational efficiency and automation efforts while ensuring reliability. The IT Operations team ensures the delivery of reliable, secure, and efficient IT services across the organization. What makes this role truly exciting: you'll be building and launching ITS's brand-new Operations Center. A central, transformative hub for all network, application, and cybersecurity monitoring, incident response, and operational excellence. The person in this role will have a commitment to IT excellence and the ability to manage complex IT ecosystems, including hybrid and cloud environments, while fostering a culture of collaboration, accountability, and continuous improvement.

Requirements

Bachelor's Degree from a regionally accredited institution in any field and five (5) years of professional experience in an area related to the assignment, which includes two (2) years of supervisory experience.
An equivalent combination of the conferred degree, education, certification and directly related full-time work experience as described above sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation, may be considered.

Nice To Haves

Experience managing enterprise IT operations in a multi-site or distributed environment
Experience using ITIL or similar service management frameworks to deliver IT services
Experience managing enterprise platforms such as Microsoft 365, Active Directory, VMware, and monitoring tools
Experience leading major incident response, while effectively communicating to internal and external stakeholders
Possession of related certifications, including ITIL Foundation or higher, Microsoft, Cisco, or AWS certifications (e.g., MCSA, CCNA, AWS SysOps)

Responsibilities

Plans, organizes, assigns, supervises, reviews, and evaluates the work of staff
Identifies training needs and opportunities; promotes professional growth and development opportunities among team members
Holds team members accountable for completing assigned tasks
Participates in major projects as the ITIL subject matter expert
Utilizes ITSM tools and system monitoring platforms to track uptime, performance metrics, and incident trends
Creates and distributes reports related to KPIs, helpdesk performance, system reliability, and capacity planning
Identifies trends in ticketing systems and monitoring logs to recommend process and performance improvements
Continuously optimizes technology operations by introducing automation and configuration standardization where possible
Leads the Change Advisory Board (CAB) process, evaluates risk, and approves changes to production systems
Develops and enforces Service Level Agreements (SLAs) for both technical support and customer service delivery, including major problem incidents
Oversees incident response protocols, including escalation paths, communication plans, and documentation
Drives root cause analysis and resolution of recurring technical issues using problem management practices
Uses ITIL best practices for the handling of major or problem incidents
Maintains the incident management lifecycle and ensures documentation of known errors and knowledge base articles
Monitors the health, performance, and availability of enterprise systems, applications, and network infrastructure
Leads system patching, routine maintenance, and incident response to minimize downtime and service disruption
Oversees the maintenance, configuration, and lifecycle of servers, networks, storage, endpoints, and data center environments
Ensures security and performance of infrastructure, including proactive patch management and capacity planning
Manages cloud-based and hybrid environments, ensuring scalability, reliability, and data integrity
Oversees network performance monitoring and collaborates with network engineers to troubleshoot LAN/WAN/Wi-Fi issues
Supports resolution of connectivity issues impacting remote workers, onsite employees, and conference spaces
Maintains inventory and configuration standards for networking equipment (CMDB)
Participates on districtwide teams and task forces as needed
Performs related duties as assigned

Benefits

Nationwide Medical, Dental, and Vision Coverage
Paid Time Off: Vacation, Sick Leave, and Personal Time
20 Paid Observed Holidays
Company-paid Life Insurance, AD&D, and Short-Term Disability plans, with the option to purchase supplemental coverage
https://www.azasrs.gov/, including Long Term Disability and Retiree Health Insurance with 100% employer-matching contributions
Optional Retirement Plans: 403(b), 457(b), Roth 403(b), Roth 457(b)
Tuition Reimbursement for employees and dependents
Annual Professional Development Funding
Flexible Work Schedules
District-Wide Wellness Program with Workshops and Webinars
Monthly Health & Wellness Calendar and Newsletter
Virta Diabetes Reversal Program, Support Groups, and Diabetes Empowerment Education Programs
Employee Assistance Program (EAP)
Sight-On-Site Eye Care Services
Mobile On-Site Mammography Screenings
Pre-Retirement Planning Events
Qualifying Employer forhttps://studentaid.gov/manage-loans/forgiveness-cancellation/public-service (potential loan forgiveness for federal Direct Loans after meeting repayment requirements and working full-time for an eligible employer)