IT Operations Manager

Job Description

The IT Manager –  Technology Services is responsible for planning, managing, and supporting mission-critical technology environments, The role ensures high availability, cybersecurity, regulatory compliance, and operational excellence across  systems and infrastructure. The successful candidate will lead technical teams, , oversee service delivery, and drive modernization initiatives while ensuring uninterrupted support for critical operations.  environments typically include, emergency communications, mobile technologies, surveillance systems, access control, and enterprise infrastructure.

Key Responsibilities

Service Delivery & Operations

• Manage day-to-day IT operations supporting critical .
• Ensure 24x7 availability of mission-critical systems and services.
• Establish operational procedures, SLAs, KPIs, escalation processes, and incident management practices.
• Lead major incident response and disaster recovery activities.
• Coordinate IT support for emergency response events and critical incidents.
• Manage on-call support teams and operational readiness.

Technology Infrastructure Management

• Oversee enterprise infrastructure, including:
• Windows/Linux Servers/Active Directory/Microsoft 365/Azure/AWS Cloud Services/Virtualization Platforms (VMware/Hyper-V)/Storage and Backup Solutions/Network Infrastructure (Cisco, Fortinet, Palo Alto)
• Wireless and Remote Access Technologies/Manage data center and cloud-hosted environments.

 Cybersecurity & Compliance

• Manage vulnerability assessments, security operations, and remediation plans.
• Oversee identity and access management controls.
• Lead cybersecurity incident response activities.
• Conduct technology risk assessments and compliance reviews.

Leadership & Team Management

• Lead Infrastructure, Service Desk, and Application Support teams.
• Mentor and develop technical staff.
• Conduct performance planning, workforce management, and succession planning.
• Promote operational excellence and continuous improvement.

Project & Program Management

• Lead modernization, transformation, and migration initiatives.
• Manage system upgrades, deployments, and technology refresh programs.
• Coordinate cross-functional stakeholders during project execution.
• Ensure successful transition from project to operations.

Experience

• 8–12+ years of IT experience.
• 5+ years in IT Operations or Infrastructure Management.
• Experience supporting government, , law enforcement, emergency response, or regulated environments preferred.
• Experience managing 24x7 operational support teams.

Technical Skills

• Microsoft 365 Administration/Azure and/or AWS Cloud Platforms/Active Directory & Identity Management/VMware Virtualization
• Network Administration (LAN/WAN/Wi-Fi)/ITSM Platforms (ServiceNow, BMC Helix)/Security Operations & Compliance/Backup and Disaster Recovery
• Monitoring Tools (Splunk, SolarWinds, Dynatrace)