FLSA STATUS: Exempt

PAY RANGE: $98,024.00 - $163,373.00

REPORTS TO: Deputy Executive Manager of IT

WORK LOCATION: 1619 E. Common Street, New Braunfels, Texas 78130.

SUMMARY:

The IT Operations Manager leads the day-to-day management, service delivery, and continuous improvement of IT Operations, including communications and networking, systems and cloud infrastructure, endpoints, applications, and help desk. The manager establishes team priorities, develops staff, coordinates resources and initiatives, and ensures technology services are reliable, secure, supportable, and resilient.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

OPERATIONAL LEADERSHIP & SERVICE MANAGEMENT

• Manage daily IT operations and service delivery, establish priorities and accountability, and maintain visibility into active work, risks, blockers, and resource needs.
• Own and continually improve IT service management, including service desk processes, workflows, service levels, reporting, escalation practices, and customer service.
• Balance incidents, requests, maintenance, projects, and lifecycle work, remove barriers to progress, and ensure major or recurring issues receive appropriate follow-through and corrective action.

STRATEGY, PLANNING & TECHNICAL STEWARDSHIP

• Translate departmental priorities into coordinated initiatives with clear scope, ownership, milestones, dependencies, resources, timelines, and operational handoff.
• Develop lifecycle, maintenance, capacity, modernization, and multi-year roadmap plans, and identify future technology, staffing, training, vendor, and budget needs.
• Evaluate significant technical decisions for security, reliability, lifecycle, maintainability, supportability, resilience, capacity, and downstream impacts, using subject-matter experts as appropriate.
• Promote appropriate technical standards and maintain disaster recovery, backup, restoration, and business continuity readiness for systems within IT Operations.

PEOPLE LEADERSHIP & DEVELOPMENT

• Establish clear expectations, priorities, responsibilities, and accountability for employees within IT Operations.
• Coach and develop employees through regular management engagement, feedback, training, appropriate delegation, onboarding, cross-training, and succession planning.
• Address performance, accountability, and interpersonal concerns promptly and constructively while strengthening team capability and maintaining sustainable workloads.

GOVERNANCE, COMMUNICATION & RESOURCE MANAGEMENT

• Ensure inventories, configuration records, diagrams, standards, procedures, and recovery information are maintained, usable, and current, and support audits and assessments as needed.
• Improve monitoring, reporting, centralized management, and operational visibility, and reduce technical and organizational single points of failure.
• Manage and coordinate vendors, contracts, procurement activities, licenses, budget recommendations, and other resources supporting IT Operations.
• Provide senior IT leadership with timely updates regarding significant risks, delays, resource constraints, and business impacts, and provide context and recommendations when escalation is required.
• Coordinate IT-related efforts with other department managers and business stakeholders as appropriate.
• Perform other duties as assigned.

Requirements

KNOWLEDGE, SKILLS/ABILITIES:

• Demonstrated leadership and operational management skills, including prioritization, delegation, staff development, accountability, and follow-through.
• Working knowledge of enterprise IT operations and IT service management, including networking, systems, cloud services, endpoints, identity and access management, data protection, service desk operations, and continual improvement.
• Strong project, lifecycle, resource, vendor, and budget planning skills with the ability to coordinate complex initiatives and dependencies.
• Sound technical judgment with the ability to evaluate security, reliability, supportability, resilience, and long-term operational impacts.
• Excellent written and verbal communication skills with the ability to work effectively with technical staff, business stakeholders, vendors, and senior leadership.
• Strong analytical, problem-solving, organizational, and decision-making skills with a customer service and continuous-improvement mindset.

EDUCATION/CERTIFICATIONS:

Education:

• Associate's Degree from an institution accredited by a nationally recognized accrediting agency. Bachelor's Degree in Computer Science, Computer Engineering, Information Systems, Business, Finance, Accounting, Mathematics, or related field from an accredited university, preferred.

Certifications/Licenses:

• Valid Class "C" Texas Driver's License with acceptable M.V.R.

EXPERIENCE:

Minimum of seven years in the technology field, with a minimum of three years of increasingly responsible experience in an IT management role.

MANAGERIAL RESPONSIBILITIES

Yes.

PHYSICAL DEMANDS

The physical demands described here are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Standard physical activity, such as periodic standing, walking, sitting, and basic motor skills to operate necessary computer programs.

May be required to work hours outside the regular schedule, such as nights, weekends, and holidays.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Salary Description

$98,024.00 - $163,373.00