IT Operations & Service Management Manager

DHRM•Richmond, VA

5d•Onsite

About The Position

The IT Operations & Service Manager is responsible for oversight of IT Support & Services to include managing vendor partnerships, service delivery across IT, asset management, and IT training. This role will provide policy development, strategic planning and operational efficiency. This role also provides direction and oversight to the Operations Team and assures effective performance measures are in place for operational efficiency. Collaborates closely with internal and external stakeholders including, but not limited to VITA, Human Resource, Finance, Office and District staff.

Requirements

Demonstrated experience managing incident resolution processes and ensuring compliance with service-level agreements (SLAs).
Proven ability to maintain accurate IT asset inventories and oversee full lifecycle tracking.
Experience developing, delivering, or coordinating IT training programs and measuring training effectiveness.
Knowledge of VITA standards, state IT governance requirements, and experience producing timely compliance reporting.
Experience supervising staff, evaluating performance, and improving operational metrics.
Strong background in vendor management, including monitoring performance and ensuring contract adherence.
Experience supporting audio-visual (AV) technologies, including setup, troubleshooting, and operational implementation.

Responsibilities

Oversight of IT Support & Services
Managing vendor partnerships
Service delivery across IT
Asset management
IT training
Policy development
Strategic planning
Operational efficiency
Direction and oversight to the Operations Team
Assuring effective performance measures are in place for operational efficiency
Collaboration with internal and external stakeholders including, but not limited to VITA, Human Resource, Finance, Office and District staff.