Manager, IT Operations

LBCT LLC • Long Beach, CA

16h • $115,000 - $135,000 • Hybrid

About The Position

The IT Operations Manager provides leadership and oversight for IT service delivery in a 24x7 marine container terminal environment. This 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 the timely resolution of incidents affecting the Terminal Operating System (TOS), Gate, OCR, and other critical systems. The IT Operations 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.

Requirements

• Strong managerial, supervisory, and decision-making skills to achieve department and company goals.
• Excellent interpersonal skills. Ability to interact with a variety of people throughout the corporation.
• Ability to remain calm and professional during confrontational situations.
• Effective public speaking and presentation skills. Be able to present and defend a point of view.
• Possess excellent communication, written, oral, and interpersonal and teamwork skills, communicate constructively and confidently, listen openly, and collaborate well with staff and others in different groups.
• Ability to relate information from a multitude of sources.
• Capability to turn theoretical information into practical applications.
• Convey a professional and positive attitude with action/results orientation to problem solving and elimination of backlogs.
• Proven ability and experience in exercising good judgment and discretion in handling confidential materials and matters.
• Possess strong organizational and analytical skills in managing daily, weekly, monthly, quarterly, or annual deadlines, but flexible to a changing list of priorities, sometimes daily.
• Excellent attention to detail with a high degree of accuracy.
• Ability to handle multiple demands; prioritize workloads; establish and maintain positive, cooperative, and productive working relationships.
• Advanced understanding and familiarity with Microsoft Office: Word, Excel, Outlook, Power Point, and Internet. Certification a plus.
• Knowledge of JIRA/JIRA Service Management.
• Knowledge of marine terminal technology is highly desirable, including Terminal Operating Systems, Gate systems, OCR, RFID, GPS/location technologies, and truck appointment systems (NAVIS experience a plus).

Nice To Haves

• Certification in Microsoft Office a plus.
• NAVIS experience a plus.
• Experience working in a unionized labor environment, a plus.

Responsibilities

• Maintain a safe and secure working environment while promoting IT Operational excellence throughout the organization.
• Manage the daily delivery of IT operational services supporting the marine container terminal.
• Ensure technology incidents and service requests are evaluated based on business and operational impact and assigned the appropriate priority.
• Coordinate resources across internal IT teams, onsite managed services, and external vendors to resolve operational technology issues.
• Maintain awareness of terminal operating conditions and adjust IT priorities to support changing business requirements.
• Ensure critical incidents have appropriate management visibility, technical ownership, escalation, and communication.
• Provide leadership and operational oversight of the onsite managed service manager.
• Establish priorities and coordinate assignments for onsite support personnel.
• Monitor managed service performance against established service levels and performance expectations.
• Manage daily operation of assigned JIRA/JIRA Service Management queues.
• Review incidents and service requests for appropriate categorization, priority, assignment, and business impact.
• Identify recurring incidents and initiate appropriate problem-management or root-cause-analysis activities.
• Maintain appropriate records of vendor issues, decisions, commitments, and outstanding actions.
• Develop productive relationships with key vendor technical and account-management personnel.
• Attend and actively lead or participate in weekly triage sessions involving critical terminal technology systems.
• Coordinate the 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 potential operational impacts.
• Develop, document, maintain, and periodically review system test cases for critical terminal applications and workflows.
• Coordinate production implementations with Operations and other affected departments to minimize business disruption.
• Ensure appropriate implementation, communication, validation, support, and rollback plans are established for significant production releases.
• Promote increased use of monitoring, automation, AI, self-service, documentation, and proactive support capabilities.
• Promote a culture of accountability, customer service, collaboration, and continuous improvement.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager