IT Technical Operations Manager - Onsite NYC

Blue Mantis

1d•$160,000 - $195,000•Onsite

About The Position

This position is onsite Mon-Friday 8AM to 5PM EST. Required to be available on Weekends & Holidays. Are you ready to bring your network expertise to the global stage of one of the biggest professional sports leagues in the US? Blue Mantis is seeking a highly skilled and versatile Technical Operations Manager to join our team. The ideal candidate will have a robust background as a Technical Engineer, with extensive server and network experience, as well as a proven track record in managing teams. This role requires a deep understanding of IT operations, particularly from an ITIL perspective, covering event, incident, change, and problem management. The Technical Operations Manager will oversee multiple teams and serve as an escalation point for issues, necessitating excellent communication skills to interact with customer managers, directors, and executives.

Requirements

Bachelor’s degree in computer science, Information Technology, or a related field.
Proven experience as a Technical Engineer with expertise in server and network management.
Extensive experience in managing technical teams with a strong track record of leadership.
Deep understanding of ITIL processes including event, incident, change, and problem management.
Exceptional communication skills with the ability to interact effectively with customer managers, directors, and executives.
Strong analytical skills with experience in monitoring and improving KPIs.
Proficiency in context switching between different technologies and customer requirements / emergencies based on priority.
Adept at managing multiple priorities and deadlines in a dynamic environment.
Passion for challenges and a proven ability to thrive in a fast-paced, demanding role.

Nice To Haves

Certifications in ITIL, PMP, or related fields.
Technical Certifications in networking, server or cloud.
Technical background in SQL Server.
Experience with advanced monitoring tools and systems.
Strong problem-solving abilities and a strategic mindset.
Experience working in a complex, multisite environment.
Proven track record of successfully implementing IT process improvements.

Responsibilities

Manage and lead several technical teams, ensuring alignment with organizational goals and customer needs.
Serve as Incident Manager during critical outages.
Ability to work nights/weekends during the regular season schedule along with major holidays.
Ability to regularly work nontraditional hours to meet the needs of our globally distributed organization.
Ability to be on call and available during assigned shifts.
Demonstrates excellent people management and leadership skills, with the ability to effectively prioritize, execute, and delegate tasks in high-pressure environments.
Establish clear objectives and priorities for the team and consistently monitor progress to ensure goals are met.
Collaborate with departments & managers to develop effective solutions for IT problems, ensuring cross-functional teamwork and alignment to address challenges efficiently.
Act as the primary escalation point for customer issues, providing expert resolution and support.
Ability to be on call as needed for IT Ticket escalations/incidents.
Oversee ITIL processes including event, incident, change, and problem management to ensure efficient and effective operations.
Monitor and analyze key performance indicators (KPIs) for both internal teams and customer outcomes, implementing improvements as necessary.
Provide guidance, mentorship, and support to the IT team to ensure effective performance.
Provide training to staff on new technologies & troubleshooting procedures to ensure they are equipped with the necessary skills to support organizational IT operations effectively .
Identify and implement process improvements related to ITIL event, incident, problem, and change management for customers.
Ensure continuous alignment of team activities with customer requirements and organizational objectives.
Identify opportunities for automation and increased efficiency by implementing best practices to enhance operational effectiveness.
Communicate effectively with customer managers, directors, and top-tier executives, demonstrating professionalism and clarity.
Continuously reprioritize responsibilities to adapt to changing team and customer needs.
Provide leadership and mentorship to team members, fostering a collaborative and high-performance work environment.