Systems Operations Manager (Fully Remote - U.S. Based)

World Learning•Washington, DC

15h•$102,000 - $120,000•Remote

About The Position

The Systems Operations Manager provides leadership and operational oversight for World Learning's technology operations teams, directly supervising a small, skilled, geographically dispersed team that includes the Service Desk and Systems Administration functions. The role focuses on strategic planning, project management, process improvement, stakeholder communication, and providing guidance and coordination across day-to-day operations and projects. The role works closely with the Associate Vice President and the Associate Director of Enterprise Technology Services, who oversees the applications team, to ensure integrated, reliable service delivery across ETS. As an integral part of ETS leadership, the Systems Operations Manager works collaboratively across teams and fosters a respectful, inclusive environment. This role balances three key areas: day-to-day team leadership and coordination, leading major technology projects (including a significant student information system migration), and providing occasional hands-on technical support for high-priority incidents and complex escalations to ensure continuity of service.

Requirements

Bachelor's degree in IT, Computer Science, Business Administration, or related field, or equivalent experience.
At least 5 years of progressively responsible experience in IT operations or technical project management.
Minimum 3 years in formal IT leadership or supervisory capacity, including direct supervision of technical staff and responsibility for performance management.
Strong project management experience leading technical initiatives, including coordination of complex, multi-stakeholder projects.
Experience with IT service management principles and frameworks.
Demonstrated ability in capacity planning, resource forecasting, and budget management.
Excellent communication skills with ability to explain technical concepts to non-technical stakeholders.
Experience managing vendor relationships and contracts.
Strong analytical and problem-solving skills.
Ability to work effectively in a remote environment with geographically dispersed teams, aligned to U.S. Eastern Time working hours.

Nice To Haves

Project Management Professional (PMP) certification or equivalent.
Experience with ITIL/IT Service Management frameworks.
Background in higher education or non-profit organizations.
Experience with change management methodologies.
Knowledge of IT governance and compliance frameworks.
Experience with IT security best practices and incident response coordination.
Familiarity with Microsoft 365 and Azure environments (strategic/operational knowledge, not hands-on administration).

Responsibilities

Team Leadership & Management
Provide direct supervision, mentoring, and support to the Service Desk and Systems Administration teams.
Foster a collaborative, knowledge-sharing team culture across operations teams.
Oversee hiring, onboarding, professional development, and performance reviews.
Develop staffing plans and manage resource allocation across operational and project responsibilities.
Provide leadership development and career guidance for team members.
Strategic Operations & Planning
Collaborate with ETS leadership in shaping and executing strategic technology initiatives.
Lead capacity planning to ensure infrastructure meets current and projected needs.
Develop and maintain operational metrics, KPIs, and service level agreements (SLAs).
Participate in budget and resource forecasting to support departmental goals.
Contribute research and recommendations for new products, services, or protocols.
Identify, assess, and mitigate operational risks to sustain uninterrupted services.
Project Management & Process Improvement
Lead cross-functional infrastructure and technology projects from planning through execution.
Project management represents a significant portion of this role.
Coordinate operations-focused projects by organizing timelines, engaging stakeholders and vendors, and managing change-rather than serving as a dedicated enterprise project manager.
Lead a major student information system (SIS) migration project.
Following implementation, serve as the key operational point of contact and coordinate administration and support responsibilities in partnership with functional and technical stakeholders.
Develop project plans, timelines, and scope documents; allocate resources; and coordinate with vendors, contractors, and internal partners across multiple concurrent projects.
Continuously assess and improve operational processes and service delivery methods.
Implement change management practices and procedures.
Stakeholder Communication & Collaboration
Serve as primary liaison between ETS operations and business stakeholders.
Translate technical concepts for non-technical audiences and facilitate cross-departmental collaboration.
Provide regular project and operational status updates to leadership and end users.
Coordinate between operations and applications teams for integrated service delivery, working closely with the Associate Director of ETS and the applications team.
Manage escalated issues and communicate resolution status to stakeholders.
Operational Oversight
Ensure service delivery standards and SLAs are consistently met.
Coordinate workflow and priorities between service desk and systems administration teams.
Oversee IT asset management processes and lifecycle planning.
Develop and enforce operational policies and procedures for service delivery.
Monitor team performance and service quality metrics.
Facilitate knowledge sharing and cross-training initiatives.
Monitor systems administration activities including patch management, access controls, and security configurations to maintain the organization's security posture.
Develop, implement, and maintain IT security policies and procedures in alignment with organizational requirements and industry best practices.
Ensure policy compliance across operations teams and coordinate security incident response activities.
Oversee operational stewardship of critical enterprise systems, including ongoing coordination and support for the student information system (SIS) after implementation.
Compliance & Strategic Support
Ensure operational processes comply with regulatory requirements and organizational standards.
Support development and implementation of IT governance frameworks.
Maintain awareness of industry trends and best practices in IT operations management and security.
Contribute to disaster recovery and business continuity planning.