Manager, IT Operations

Express Employment International • Oklahoma City, OK

27d • Onsite

About The Position

The Manager of IT Operations, within the corporate office of Express Employment International, will play a direct and critical role in helping our company fulfill its purpose of helping people succeed. By leading and mentoring a high-performing team, you will ensure our IT infrastructure is robust and reliable, providing the seamless technological foundation that enables our employees to perform their roles and focus on our core mission of helping as many clients as possible find good people. You are not just managing systems; you are a key part of our vision by empowering the entire workforce. This position sits within our Oklahoma City based corporate office, currently with an expectation to be onsite 80% of the time.

Requirements

• Bachelor's degree in a related field (e.g., Computer Science, Information Systems) preferred
• ITIL or other relevant professional certifications
• Proven experience in a leadership or senior role within an IT operations, infrastructure, or service management environment
• Demonstrated technical expertise with the technologies used by the team, including Azure, M365, VMWare, and monitoring tools like SolarWinds, ThousandEyes, or Dynatrace
• Strong understanding of IT service management (ITSM) principles, with practical experience in incident, problem, and change management
• Exceptional communication and interpersonal skills, with the ability to translate complex technical information into clear, non-technical language for a wide range of audiences
• Proven ability to manage conflict and navigate organizational change with empathy and emotional intelligence
• Ability to make critical decisions and manage multiple priorities under pressure

Nice To Haves

• Experience with budgeting or financial management for an IT department strongly preferred

Responsibilities

• Lead and develop the IT Operations team by fostering a high-performance culture through coaching and mentorship, conducting performance reviews, and championing career growth.
• Oversee daily IT infrastructure operations, including managing a service desk team responsible for intake, triage, and escalation of trouble tickets for all IT operations issues, ensuring proactive monitoring, swift incident response, and minimal disruption to business operations
• Establish and track Key Performance Indicators (KPIs) and service level agreements (SLAs) to drive efficient and effective service delivery, regularly reporting on team and system performance to leadership
• Drive continuous improvement by developing and implementing streamlined processes for incident, problem, and change management, enhancing operational efficiency and service quality
• Serve as a technical escalation point for complex IT issues that the team cannot resolve, leveraging deep technical expertise to guide troubleshooting and resolution across infrastructure and applications
• Manage vendor relationships and act as a liaison between the IT Operations team and other departments to align technology solutions with business needs and ensure seamless collaboration
• Participate in strategic planning, budgeting and administrative oversight for IT tools, resources, and systems, including system configuration and policy enforcement, to support organizational growth and operational stability
• Manage and optimize IT Monitoring Systems to ensure proactive detection and escalation of alerts, maintaining system reliability, performance, and uptime across the IT environment

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Administrative and Support Services
• Number of Employees: 5,001-10,000 employees