Manager, IT Operations

LBCT•Long Beach, CA

2d•Onsite

About The Position

The IT Operations Manager provides leadership and oversight for IT service delivery in a 24x7 marine container terminal environment. The role directs managed service providers and technology vendors; oversees JIRA service-management queues, software testing, and releases; aligns IT priorities with operational and business needs; and ensures timely resolution of incidents affecting the Terminal Operating System (TOS), Gate, OCR, and other critical systems. The manager serves as a key liaison between IT and Operations, Customer Service, Finance, and other terminal departments, translating business requirements and operational impacts into technology priorities and actionable work. The position manages daily IT operational services, coordinates internal IT teams and external resources, oversees the onsite managed service manager, and monitors service performance. It also coordinates testing, deployment, and post-implementation validation of software changes, promotes proactive and efficient support capabilities, and fosters accountability, customer service, collaboration, and continuous improvement.

Requirements

Bachelor's degree in Computer Science, Information Security, Information Technology, or a related field.
Three to five years of progressive IT operations, application support, infrastructure, service delivery, or related technology experience preferred.
Experience leading technical teams, managed service providers, or vendor resources.
Experience coordinating software releases, testing, upgrades, and production implementations.
Strong incident, problem, and change-management experience.
Strong managerial, supervisory, and decision-making skills.
Excellent interpersonal, communication, written, oral, teamwork, public-speaking, and presentation skills.
Ability to interact effectively with people throughout the corporation, remain calm and professional during confrontational situations, and present and defend a point of view.
Ability to relate information from multiple sources and turn theoretical information into practical applications.
Professional, positive, action- and results-oriented approach to problem solving and backlog reduction.
Good judgment and discretion when handling confidential materials and matters.
Strong organizational and analytical skills, attention to detail, accuracy, and ability to manage deadlines and changing priorities.
Ability to handle multiple demands, prioritize workloads, and maintain positive, cooperative, and productive working relationships.
Advanced understanding of Microsoft Office, including Word, Excel, Outlook, PowerPoint, and Internet use.
Knowledge of JIRA/JIRA Service Management.
Ability to work any days or hours, including weekends and holidays.
Ability to walk and stand for extended periods, use a computer and keyboard, sit and work at a desk or computer for extended periods, and lift 30–50 pounds with or without assistance.
Successful candidates must obtain and maintain a Transportation Worker Identification Credential (TWIC).

Nice To Haves

Certification.
Knowledge of marine terminal technology, including Terminal Operating Systems, Gate systems, OCR, RFID, GPS/location technologies, and truck appointment systems.
NAVIS experience.
Experience working in a unionized labor environment.

Responsibilities

Maintain a safe and secure working environment while promoting IT operational excellence.
Manage daily IT operational service delivery supporting the marine container terminal.
Evaluate incidents and service requests according to business and operational impact and assign appropriate priority.
Coordinate internal IT teams, onsite managed services, and external vendors to resolve operational technology issues.
Monitor terminal operating conditions and adjust IT priorities as business requirements change.
Ensure critical incidents have appropriate management visibility, technical ownership, escalation, and communication.
Provide leadership and operational oversight of the onsite managed service manager.
Set priorities and coordinate assignments for onsite support personnel.
Monitor managed service performance against established service levels and expectations.
Manage daily operations of assigned JIRA/JIRA Service Management queues and review tickets for categorization, priority, assignment, and business impact.
Identify recurring incidents and initiate problem management or root-cause analysis.
Maintain records of vendor issues, decisions, commitments, and outstanding actions, and build productive relationships with vendor technical and account-management personnel.
Attend and actively lead or participate in weekly triage sessions involving critical terminal technology systems.
Coordinate planning, testing, deployment, and post-implementation validation of software updates affecting terminal operations.
Work with business users, vendors, and IT resources to understand proposed software changes and their potential operational impacts.
Develop, document, maintain, and periodically review system test cases for critical terminal applications and workflows.
Coordinate production implementations with Operations and affected departments to minimize business disruption.
Ensure significant production releases have appropriate implementation, communication, validation, support, and rollback plans.
Promote the use of monitoring, automation, AI, self-service, documentation, and proactive support capabilities.
Promote accountability, customer service, collaboration, and continuous improvement.
Perform other duties as assigned.