IT Operations Manager (Org Wide)

Join our award winning culture!

Under the direction of the Vice President of Information Technology the IT Operations Manager leads the people systems and processes through which LC Plus Technology delivers services to its clients. This includes the service desk infrastructure networking cloud services security operations and supporting business and web systems all aligned to a consistent standard of reliability security and service quality. The role is accountable for the design operation and continuous improvement of this environment and the team that supports it.

As the leader of IT Operations the IT Operations Manager establishes technical and operational standards directs technical staff and serves as the senior escalation point for operational issues. The role oversees the processes documentation monitoring and continuity practices necessary to maintain dependable service and support organizational growth. Working closely with the Client Technology Manager the IT Operations Manager represents the operational side of LC Plus Technology partnering to ensure both strong service delivery and exceptional client experiences. This position plays a key role in building and shaping the future of LC Plus Technology.

Essential Competencies:

• Lead the technical systems environment including infrastructure and servers virtualization backup and disaster recovery networking cloud and identity and security operations.
• Lead service delivery across the service desk monitoring and service coordination holding the team to defined service levels and to operational and financial performance such as utilization delivery margins and client satisfaction.
• Maintain clear documentation and accurate records of work in the appropriate operational systems consistent with best practice.
• Establish processes and operational continuity so the team sustains reliable service through normal staffing variations.
• Support audit regulatory and compliance engagements across LC Plus and its regulated clients ensuring delivery security posture and documentation meet contractual and regulatory obligations.
• Ensure servers and core infrastructure are installed and maintained (domain controllers SQL databases remote access web Exchange firewall/VPN file and print SharePoint and virtualization) coordinating third-party assistance when necessary.
• Schedule upgrades and security backups for hardware and software systems and develop review and maintain disaster recovery procedures and plans.
• Maintain and oversee voice (VoIP) and video collaboration systems including user support and equipment maintenance.
• Serve as the senior point of escalation resolving complex infrastructure network server cloud and security issues and managing incident response.
• Own solution architecture and design leading complex builds migrations and projects and setting standards for the team to implement and sustain.
• Plan and prioritize reactive support and proactive delivery managing capacity and workload.
• Manage crisis situations that may involve complex network hardware or software problems oversee the daily operations of IT staff and recording incidents and changes.
• Make build buy and vendor decisions with attention to client outcomes risk and cost.
• Steward the technology operations budget and vendor spend reading operational decisions for their cost-to-serve and margin impact.
• Establish standards documentation and best practices that improve consistency and scale service delivery.
• Drive adoption and maturity of operational and service management tooling and pursue automation where it adds value.
• Lead the team through technical tooling and vendor transitions with minimal disruption to clients.
• Build the systems standards and capacity that scale the LC Plus Technology business as it grows.
• Ensure systems security: assign permissions and access based on functional roles configure firewall policies keep servers and client systems patched and current and maintain security appliances and Group Policy baselines.
• Maintain a high level of technical knowledge across operating systems and applications remain current on industry developments and propose improvements.
• Report to the Vice President of IT on residual risk vulnerabilities and other security exposures including misuse of information assets and noncompliance.
• Exercise sound judgment and maintain confidentiality in all stakeholder interactions operating with the understanding that LC Plus serves its clients including the parent organization as a service provider.
• Engage leadership stakeholders and clients professionally and at the appropriate level adapting communication to the situation.
• Maintain responsive professional communication with technical staff leadership clients and vendors; translate technical matters into business terms and raise issues with proposed solutions; and keep stakeholders informed on the status of work in progress.
• Recruit train and supervise staff providing direction regular one-on-ones coaching and performance feedback in a supportive and constructive manner.
• Ensure performance standards are met by establishing formal means of accountability giving clear direction advising on responsibilities and conducting regular performance appraisals.
• Develop the team toward greater capability delegation and shared accountability and connect their work to the mission and the communities served.
• Define success in terms of the growth and performance of the team.
• Partner with the Client Technology Manager to align client solutions and commitments with delivery capacity resourcing and service standards.
• Support client satisfaction and retention and manage vendor and partner relationships to their commitments.
• Ensure network hardware (switches routers firewalls wireless access points and cabling) and workstations are installed configured and maintained and maintain network configuration documentation and diagrams.
• Provide secure network access for remote users.
• Manage adherence to technical-safeguard policies and licensing requirements.

Requirements

• Bachelors degree in Information Systems Computer Science or a related field or an equivalent combination of education and experience that provides the necessary knowledge skills and abilities.
• Minimum of four (4) years of progressive IT or systems experience including supervision or leadership of technical staff.
• Demonstrated people-leadership experience including coaching performance management and team development.
• Strong technical expertise across most of the following: Microsoft Windows Server and Active Directory Microsoft 365 and Azure or Entra Linux virtualization (VMware or Hyper-V) networking (firewalls routing switching VPN and wireless) endpoint management backup and disaster recovery and security operations.
• Demonstrated ability to architect solutions lead complex migrations and projects and serve as a senior technical escalation point.
• Experience owning service delivery and operational performance including service levels and service management or ticketing tools preferably in a multi-client or managed services environment.
• Working knowledge of operational and financial drivers such as utilization margins and client satisfaction.
• Experience supporting audits and regulatory or compliance engagements.
• Experience supporting technology budgets and vendor spend.
• Experience operating across federated or multi-tenant identity environments preferred.
• Certifications or progress toward certifications in Microsoft networking security or service management (for example ITIL) are desirable.
• Ability to maintain a high level of confidentiality.
• Current drivers license acceptable driving record and proof of adequate insurance required.

Required Experience:

Manager

Employment Type : Full Time
Experience: years
Vacancy: 1