IT Operations Manager

Position Overview

ADB Companies is a nationwide turnkey provider of technology infrastructure solutions, offering services in wireline, wireless, technology, and engineering. As part of our "All In" culture, we prioritize safety, wellness, learning, diversity and inclusion, and community engagement. The Manager, IT Operations will oversee the Service Desk and IT Operations Engineers, focusing on mentorship, technical guidance, and operational execution to drive business objectives, safety, customer satisfaction, and financial performance.

• Manage day‑to‑day IT operations for the Service Desk and IT engineering functions, ensuring ticketing, support workflows, and SLAs meet operational excellence.
• Track and communicate key metrics for service delivery, uptime, and incident resolution, using data to recommend and drive improvements.
• Lead by example; mentor Helpdesk and IT Engineering staff, fostering a collaborative environment and continuous training.
• Serve as the escalation point for all technical issues, develop documentation, and train support staff on problem resolution.
• Coordinate operational project work, including system upgrades, maintenance, and technology roll‑outs with minimal disruption.
• Manage monitoring, incident management, and disaster recovery protocols.
• Oversee system maintenance and patch management, prioritizing security and reliability.
• Provide strategic direction for IT infrastructure and collaborate with leadership to implement governance, security controls, and compliance measures.
• Build positive relationships with external vendors and service providers.
• Handle people management, production, performance, and quality within the department.
• Create and drive team KPIs and departmental scorecards.
• Report and analyze data for senior leadership; drive business decisions.
• Maintain customer centricity in all activities.
• Own division initiatives and performance expectations, developing action plans.
• Understand and discuss financial impacts; drive solutions with management.
• Collaborate with other functional teams to achieve business goals.
• Enforce ADB’s safety culture and Zero‑Incident philosophy.
• Promote engagement in culture pillars:
  Community, Wellness, Development, Inclusion.
• Perform other duties as requested.

• Belief in Zero‑Incident safety culture.
• Alignment with company mission, vision, and values.
• Strong work ethic with an All In attitude.
• High level of customer centricity.
• Strong team leadership and relationship building.
• Ability to operate in a fast‑paced environment.
• Excellent time management, accountability, and prioritization.
• Self‑motivated, goal‑oriented, and solution‑oriented.
• Effective relationship influence.
• Strong verbal and written communication.
• Expert proficiency in Microsoft Office (PowerPoint, Teams, Word, Excel).
• Experience with modern cloud‑managed network technology.
• Experience with Microsoft Windows Server and Active Directory.
• High‑level experience with Windows 11 and macOS.
• Strong understanding of ITIL or similar service‑management frameworks.

• Located at corporate headquarters: 18777 US Hwy 66, Pacific, MO 63077.
• Temperature‑controlled office environment.
• Uses standard office equipment: laptop, copier/fax, smartphone.

• 5+ years of technical expertise in IT or Systems Administration.
• 2+ years of proven success leading people and processes within IT Operations.
• Bachelor’s degree in business or related field highly preferred.
• High School Diploma or equivalent required.

This position pays between $115,000 and $130,000 base compensation a year.

ADB Companies, LLC is an equal‑opportunity employer. All candidates agree to complete a selection assessment and pre‑employment drug screen.