Senior IT Operations Manager

Superior Court of California County of Los Angeles•Los Angeles, CA

5d•Remote

About The Position

The Superior Court of Los Angeles County is seeking a Senior IT Operations Manager to lead the teams that keep the Court’s technology running smoothly and reliably. In this role, you will oversee multi-team IT support operations, guide the development of an enterprise-level IT Support Center of Excellence , and serve as the senior escalation point for major incidents and service disruptions. You will drive performance and service-level improvements across all support functions while ensuring consistent, high-quality technical services for judicial officers, staff, and the public. This position also leads strategic workforce planning, supervises subordinate managers, and strengthens vendor and contract management practices. You will partner closely with Court leadership to shape technology strategy, support modernization efforts, and deliver clear, data-driven reporting. If you are a collaborative, forward-thinking IT leader committed to operational excellence, this role offers the opportunity to make a meaningful impact in the nation’s largest trial court.

Requirements

11+ years' experience in information technology support operations with 4 years in a supervisory capacity.
Associate’s degree in information technology, computer science, business administration, management information systems, or related field; -AND- 9+ years' experience in information technology support operations with 4 years in a supervisory capacity.
Bachelor's degree in information technology, computer science, business administration, management information systems, or related field; -AND- 7+ years' experience in information technology support operations with 4 years in a supervisory capacity.
Master's degree in information technology, computer science, business administration, management information systems, or related field; -AND- 5+ years' experience in information technology support operations with 4 years in a supervisory capacity.

Nice To Haves

Advanced ITIL or service management certification — such as ITIL 4 Managing Professional, ITIL 4 Strategic Leader, or equivalent frameworks demonstrating expertise in enterprise-scale service delivery and continuous improvement.
Experience building or leading enterprise-level IT Support Operations — including governance design, knowledge-management systems, and organization-wide standardization initiatives.
Proven leadership of multi-site technical support operations — especially in large, complex public-sector or justice-sector environments.
Demonstrated success managing major incident response programs — including cross-functional coordination, executive communication, and post-incident review processes.
Experience developing enterprise performance dashboards — using trend, diagnostic, and predictive analytics to drive operational decisions.
Expertise in vendor and contract lifecycle management — including negotiation of large-scale technology support agreements and performance-based contracts.
Hands-on leadership of technology modernization or refresh initiatives — such as courtroom technology upgrades, enterprise hardware refresh cycles, or user-support transformation projects.
Formal training or certification in process improvement — such as Lean, Six Sigma, or similar methodologies applied to IT support operations.
Experience presenting to executive or judicial leadership — including business cases, cost-benefit analyses, and strategic recommendations.
Demonstrated ability to lead organizational change — especially in environments with diverse stakeholders, evolving priorities, and high public impact.

Responsibilities

Manages, through subordinate supervisors, the Workstation Support, Courtroom Multimedia Technology, and IT Service Desk teams; provides leadership, mentorship, and guidance to ensure consistent, high-quality technical support services across all Court locations.
Leads the establishment and ongoing management of an IT Support Center of Excellence; develops governance frameworks, knowledge-sharing platforms, and standardized processes that promote best practices, continuous improvement, and operational excellence across all technical support functions.
Serves as the senior point of coordination for major incidents and service disruptions; manages cross-functional escalations involving vendors, internal teams, judicial officers, and administrative staff to ensure timely resolution and clear stakeholder communication.
Develops, monitors, and reports on IT support performance metrics and service levels; identifies trends, bottlenecks, and recurring issues and implements remediation and improvement plans to meet organizational service delivery expectations.
Oversees staffing assignments, workload balancing, and resource planning across all support teams; leads hiring, coaching, performance evaluation, and corrective action for subordinate supervisors and staff.
Directs the development, negotiation, and management of technology support contracts and licenses; maintains strategic vendor relationships and monitors performance against established service and compliance standards.
Prepares and presents business cases, cost-benefit analyses, and performance reports to executive leadership; collaborates with senior management on budgeting, resource planning, new initiatives, and the design and implementation of new systems and courtroom technology upgrades.