U1 Service Operations Director

Urban1•Silver Spring, MD

12h•Hybrid

About The Position

The Radio One story began simply with a dream and one radio station. Forty years, 13 markets, and 70+ stations later, we are an urban media empire, spanning multiple media platforms. We are in your ears with Reach Media/Radio One, on your televisions with TV One, and may even be the name behind your favorite website, with our digital platform Interactive One. Information is power, and our mission here at Radio One, Inc. is simple: to be the most trusted media source in the African American community. At Radio One, we pride ourselves on hiring people who are dedicated and continue to challenge the norm, while embracing a corporate culture built on creativity and passion. We are our employees’ biggest fans, and it is our daily mission to attract, develop, and retain the brightest stars in the business. The Service Operations Manager will lead and manage a team of System Administrators and Service Desk Technicians responsible for maintaining and optimizing enterprise IT infrastructure and services. This role requires a strong understanding of Microsoft systems and server administration, Enterprise domain management, Data and Application Back-up management and Active Directory management, and cloud platforms. The ideal candidate will have extensive experience in backup and disaster recovery, storage management, and operational excellence across on-premises and cloud environments.

Requirements

Proven experience managing Microsoft infrastructure environments (Active Directory, Windows Server, Group Policy, DNS/DHCP). Hands-on experience with cloud platforms (Azure, AWS, or similar).
Expertise in backup and disaster recovery technologies and strategies. Strong understanding of storage systems, virtualization, and networking fundamentals.
Microsoft Windows Server (2016/2019/2022)
Active Directory & Group Policy Management
Domain Management and DNS/DHCP Administration
Azure / AWS Cloud Management
Backup and Disaster Recovery Solutions (Veeam, Commvault, etc.)
Storage Management (SAN/NAS, RAID, replication)
ITIL, automation, and scripting (PowerShell preferred)
Excellent leadership, communication, and organizational skills.
Strong problem-solving and analytical abilities.
Ability to manage multiple priorities in a fast-paced environment.
Excellent written communication skills with demonstrated ability to write communications clearly, concisely, and effectively, with attention to detail
Excellent verbal communication skills with demonstrated ability to effectively present information to customers and management
Excellent planning, organizational, and analytical skills with attention to detail and accuracy
Ability to maintain confidentiality and handle sensitive information
Ability to work independently as well as collaboratively within a team environment
Complies with Network and Urban One’s mandatory training and adheres to related course deadlines
Demonstrated ability to lead, motivate, and direct a team to include but not limited to:
Provide regular constructive feedback
Resolve issues/conflicts with diplomacy in a timely manner
Provide ongoing guidance and support for growth and development
Deploy effective coaching skills
Practical understanding of anti-harassment and discrimination laws
Ability to effectively administer performance reviews and corrective action plans as appropriate.
Ensure team (s) attend mandatory department and/or mandatory company training (s) as required.
Submit to a criminal background check
Legal right to work in the United States
Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience). 7+ years of experience in system administration, including at least 3 years in a leadership or management role.

Nice To Haves

Microsoft Certified: Windows Server Hybrid Administrator Associate
Azure Administrator Associate
ITIL Foundation Certification
VMware Certified Professional (VCP) or equivalent
CompTIA Server+ or Cloud+

Responsibilities

Lead, mentor, and develop a team of System Administrators and Service Desk technicians to ensure high performance and professional growth.
Oversee daily operations of IT infrastructure services, ensuring system reliability, performance, and compliance with organizational standards.
Oversee daily operations of the Service Desk to ensure the efficient performance of the team.
Produce and communicate operational metrics that provide insights into system performance and service desk operations.
Collaborate with other IT leaders to define and execute system infrastructure strategies aligned with business objectives.
Provide practical guidance to ensure the efficient operations of the Service Desk.
Manage workload distribution, project priorities, and service delivery metrics within the operations team.
Conduct a regular cadence of performance management activities with team members.
Oversee the administration, maintenance, and security of Microsoft systems, including Windows Server, Active Directory, Group Policy, DNS, and DHCP.
Demonstrated extensive experience in backup and disaster recovery, storage management
Ensure the effective management of domain environments, user authentication, permissions, and access control.
Implement and maintain backup and disaster recovery strategies that ensure data integrity and business continuity.
Direct the monitoring and maintenance of server performance, capacity, and patch compliance.
Manage on-premises and cloud infrastructure (e.g., Microsoft Azure, AWS, or other cloud platforms).
Oversee storage systems and ensure proper data lifecycle management, replication, and redundancy.
Participate in IT audits, compliance initiatives, and security assessments.
Define and monitor key performance indicators (KPIs) for system uptime, performance, and service response.
Implement ITIL-based service management best practices for incident, problem, and change management.
Drive automation and process improvements to enhance operational efficiency.
Manage vendor relationships for hardware, software, and service contracts.