IT Service Operations Manager

Community Transit•Everett, WA

6h•Hybrid

About The Position

Community Transit is seeking an experienced and people-focused IT Service Operations Manager to lead a high-performing technology operations team responsible for delivering secure, reliable, and customer-focused IT services across the organization. This role combines operational leadership, team development, service management, and strategic technology oversight to ensure the effective delivery of critical IT services that support business operations. The IT Service Operations Manager will oversee daily IT service delivery, lead and mentor technical staff, manage escalations and critical incidents, support process improvements, coordinate vendors and projects, and help ensure compliance with organizational standards and policies. This position plays a key leadership role in maintaining operational excellence while driving continuous improvement across technology services. The team managed by this position supports a broad range of enterprise technologies and IT functions, including end user support, unified communications, mobile device management, endpoint management, virtual desktop infrastructure (VDI) and Microsoft 365 services administration and support.

Requirements

6 or more years of experience in a related area such as IT service delivery, IT operations, infrastructure, networks, security, or application administration
Demonstrated experience supporting IT service delivery for 24/7 production operations, including IT systems, hosted and SaaS applications, and lifecycle management of assets
3 years of experience managing the work of IT professionals or consultants
Demonstrated experience resolving emergent IT issues and leading communications with designated business units and leadership
5 years of experience in IT project delivery and vendor management
An equivalent combination of education and experience to successfully perform job duties is also accepted.
Process improvement techniques
Project management methodologies
Risk management methodologies
Vendor and contract management
Change management practices
IT lifecycle management
Fostering an inclusive workplace by valuing and leveraging diversity, equity, and inclusion to uphold Community Transit’s Core Values and achieve the organization’s vision and mission.
Inspiring and fostering team commitment, pride, and trust.
Facilitating cooperation and motivating team members to accomplish group goals while treating others with courtesy, sensitivity, and respect
Supervising staff and leading teams
Managing multiple tasks simultaneously and effectively
Effective oral, written, and computer-based communication
Technical problem-solving practices
Understanding of business roles, processes, planning, and requirements in an organization
Advanced analytical, critical thinking, and problem-solving abilities
Communicating complex technical information in understandable terms through verbal, written, and visual communication, including public speaking
Adapting communication style to various audiences
Engaging with stakeholders and effectively communicating changes that may not be aligned with original expectations
Active listening
Working effectively under pressure, meeting deadlines, and adjusting to changing and competing priorities
Identifying opportunities for creative problem solving within the parameters of good business practice
Researching strategic issues, technology, and techniques
Performing analysis and assessment and providing recommendations.
Working both independently and as a team member

Nice To Haves

Bachelor’s degree in Computer Science, Business Administration, or a related field
Transit industry experience
2 years of IT Service Management Program experience
ITIL certification

Responsibilities

Lead, mentor, coach, and support direct reports through regular one-on-one meetings, performance feedback, goal setting, and professional development planning
Manage daily IT service operations and ensure high levels of customer support and service delivery
Oversee and help resolve complex escalations, recurring technical issues, and service disruptions
Lead the establishment, implementation, and maintenance of technology standards, ensuring endpoint devices and software solutions remain current and compliant with agency standards for security and change management
Provide management oversight for technology projects, including requirements definition, stakeholder coordination, and ensuring roles and responsibilities are clearly communicated
Manage staff responsible for providing 24x7x365 operational support for critical IT services through an on-call rotation
Participate in critical incident response and outage management activities, including customer communications, service restoration coordination, and post-incident resolution efforts
Build and maintain strong working relationships with peer managers, internal stakeholders, and business partners
Review, evaluate, and approve the onboarding of new technologies and solutions
Support operational planning, budgeting activities, vendor coordination, and continuous process improvement initiatives