Onsite IT Operations Manager

Onsite It Operations Manager

We are seeking an experienced IT Operations Manager to lead IT service management operations for the Orange County Transportation Authority's 405Express Lanes Customer Service Center. This role requires an ITIL v4 leader with a focus on continual service improvement and support process optimization, who will oversee WSP-managed technologies and lead service desk functions to ensure optimal technology performance and customer service delivery.

Key Responsibilities

IT Service Management & Architecture

• Oversee day-to-day IT service management for WSP-managed technologies within the Customer Service Center environment
• Design and implement monitoring and management tools architecture to provide comprehensive system oversight
• Ensure high availability and performance of critical systems supporting customer service operations
• Monitor system performance using advanced analytics and proactively address potential issues before they impact operations
• Maintain information security controls in accordance with NIST Cybersecurity Framework and ISO 27001 standards

Service Desk Leadership

Continual Service Improvement & Process Optimization

Security & Compliance Management

Required Qualifications

Education & Experience

Technical Skills

Leadership & Soft Skills

Preferred Qualifications

ITIL v4 Managing Professional (MP) or Strategic Leader (SL) certification

Knowledge of CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) concepts and integration

Knowledge of Cisco Contact Center technologies and call center operations

Experience with transportation or public sector organizations

Experience with security compliance auditing and risk assessment processes

Familiarity with cloud-based network, security and service management platforms

Working Conditions

Location : Onsite at Orange County Transportation Authority Customer Service Center in Costa Mesa, California

Schedule : Full-time but will require occasional evening or weekend work for system maintenance and critical upgrades.

Physical Requirements : Ability to work in an office environment with standard computer equipment

Compensation & Benefits

Competitive salary commensurate with experience

Comprehensive health, dental, and vision insurance

Retirement plan with company matching

Professional development opportunities and certification reimbursement

Paid time off and holidays

Reporting Structure

This position reports to the Vice President, Information Technology and works closely with WSP Customer Service Operations Management teams and OCTA program leadership.