IT Operations Manager

Summary

Reporting to the CIO, the IT Operations Manager is a pivotal role within our organization, responsible for overseeing and managing all aspects of IT operations, including service management, network and infrastructure, and system administration. The role is a forward‑looking technology leader who can develop a network strategy and drive through to execution and support to ensure the stability, integrity, and efficient operation of the technology environment that supports our core organizational functions.

The IT Operations Manager will lead a dynamic team of IT professionals, driving continuous improvement and operational excellence.

• Lead IT operational planning, oversee operations‑related projects and project portfolio, and work with stakeholders to define business and systems requirements for new technology implementations.
• Ensure the efficient utilization of IT resources – including personnel and equipment – across the organization.
• Develop and implement all functional policies and procedures, including those for network architecture, standards, purchasing, and service provision.

• Implement and manage ITIL‑based service management practices, ensuring efficient delivery of IT services.
• Oversee incident management processes to drive timely resolution of issues and identification of root causes to prevent future occurrences to ensure high levels of customer satisfaction.
• Implement and manage change control processes to minimize disruptions and risks associated with changes to IT systems.

• Manage the design, implementation, and maintenance of the company’s network infrastructure to ensure optimal network performance, reliability, and security.
• Maintain effective backup, recovery, and disaster recovery strategies and plans to minimize downtime and data loss in the event of a disaster.
• Direct the administration of the company’s IT systems and servers to ensure systems are secure, optimized, and reliable.
• Support the execution of United Wheels’ security strategy and roadmap, including the design and execution of vulnerability assessments, penetration tests and security audits; and help ensure compliance with relevant cybersecurity compliance standards and regulations.

• Develop and manage the IT operations and security budget, including business case justification and cost/benefit analysis for IT spending and initiatives.
• Approve purchase of equipment and supplies to meet operational requirements of the business.
• Oversee vendor relationships and contract negotiations to ensure cost‑effective procurement of IT services and products.

Lead and manage a team of IT professionals responsible for various aspects of IT operations, infrastructure, and service management.

• Bachelor’s degree in a technology related field of study; master’s degree or graduate level coursework preferred.
• Minimum of 10 years of experience in IT operations (service management, network and infrastructure, system administration, and cybersecurity), with at least 5 years in a leadership role.
• A passion for Cycling and the Outdoors!
• In‑depth understanding of network architecture, infrastructure management, and system administration principles. Strong knowledge of ITIL and ITSM practices.
• Experience in developing Business Continuity and Disaster Recovery plans.
• Strong technical knowledge of PC operating systems and current network hardware, protocols, and standards.
• Strong understanding of project management principles.
• Ability to conduct and direct research into IT issues and products as required.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Extensive experience working in a team‑oriented, collaborative environment.
• Exceptional customer service orientation.
• Strong leadership skills.
• Highly self‑motivated and directed.

• Strong interpersonal skills with the ability to interact with all levels of staff.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to communicate effectively by adapting approach,…