Under the direction of the Vice President of Information Technology, the IT Operations Manager leads the people, systems, and processes through which LC Plus Technology delivers services to its clients. This includes the service desk, infrastructure, networking, cloud services, security operations, and supporting business and web systems, all aligned to a consistent standard of reliability, security, and service quality. The role is accountable for the design, operation, and continuous improvement of this environment and the team that supports it.
As the leader of IT Operations, the IT Operations Manager establishes technical and operational standards, directs technical staff, and serves as the senior escalation point for operational issues. The role oversees the processes, documentation, monitoring, and continuity practices necessary to maintain dependable service and support organizational growth. Working closely with the Client Technology Manager, the IT Operations Manager represents the operational side of LC Plus Technology, partnering to ensure both strong service delivery and exceptional client experiences. This position plays a key role in building and shaping the future of LC Plus Technology.
Essential Competencies:- Lead the technical systems environment, including infrastructure and servers, virtualization, backup and disaster recovery, networking, cloud and identity, and security operations.
- Lead service delivery across the service desk, monitoring, and service coordination, holding the team to defined service levels and to operational and financial performance such as utilization, delivery margins, and client satisfaction.
- Maintain clear documentation and accurate records of work in the appropriate operational systems, consistent with best practice.
- Establish processes and operational continuity so the team sustains reliable service through normal staffing variations.
- Support audit, regulatory, and compliance engagements across LC Plus and its regulated clients, ensuring delivery, security posture, and documentation meet contractual and regulatory obligations.
- Ensure servers and core infrastructure are installed and maintained (domain controllers, SQL databases, remote access, web, Exchange, firewall/VPN, file and print, SharePoint, and virtualization), coordinating third-party assistance when necessary.
- Schedule upgrades and security backups for hardware and software systems, and develop, review, and maintain disaster recovery procedures and plans.
- Maintain and oversee voice (VoIP) and video collaboration systems, including user support and equipment maintenance.
- Serve as the senior point of escalation, resolving complex infrastructure, network, server, cloud, and security issues and managing incident response.
- Own solution architecture and design, leading complex builds, migrations, and projects, and setting standards for the team to implement and sustain.
- Plan and prioritize reactive support and proactive delivery, managing capacity and workload.
- Manage crisis situations that may involve complex network, hardware, or software problems, oversee the daily operations of IT staff and recording incidents and changes.
- Make build, buy, and vendor decisions with attention to client outcomes, risk, and cost.
- Steward the technology operations budget and vendor spend, reading operational decisions for their cost-to-serve and margin impact.
- Establish standards, documentation, and best practices that improve consistency and scale service delivery.
- Drive adoption and maturity of operational and service management tooling, and pursue automation where it adds value.
- Lead the team through technical, tooling, and vendor transitions with minimal disruption to clients.
- Build the systems, standards, and capacity that scale the LC Plus Technology business as it grows.
- Ensure systems security: assign permissions and access based on functional roles, configure firewall policies, keep servers and client systems patched and current, and maintain security appliances and Group Policy baselines.
- Maintain a high level of technical knowledge across operating systems and applications, remain current on industry developments, and propose improvements.
- Report to the Vice President of IT on residual risk, vulnerabilities, and other security exposures, including misuse of information assets and noncompliance.
- Exercise sound judgment and maintain confidentiality in all stakeholder interactions, operating with the understanding that LC Plus serves its clients, including the parent organization, as a service provider.
- Engage leadership, stakeholders, and clients professionally and at the appropriate level, adapting communication to the situation.
- Maintain responsive, professional communication with technical staff, leadership, clients, and vendors; translate technical matters into business terms and raise issues with proposed solutions; and keep stakeholders informed on the status of work in progress.
- Recruit, train, and supervise staff, providing direction, regular one-on-ones, coaching, and performance feedback in a supportive and constructive manner.
- Ensure performance standards are met by establishing formal means of accountability, giving clear direction, advising on responsibilities, and conducting regular performance appraisals.
- Develop the team toward greater capability, delegation, and shared accountability, and connect their work to the mission and the communities served.
- Define success in terms of the growth and performance of the team.
- Partner with the Client Technology Manager to align client solutions and commitments with delivery capacity, resourcing, and service standards.
- Support client satisfaction and retention and manage vendor and partner relationships to their commitments.
- Ensure network hardware (switches, routers, firewalls, wireless access points, and cabling) and workstations are installed, configured, and maintained, and maintain network configuration documentation and diagrams.
- Provide secure network access for remote users.
- Manage adherence to technical-safeguard policies and licensing requirements.
Requirements
- Bachelor's degree in Information Systems, Computer Science, or a related field, or an equivalent combination of education and experience that provides the necessary knowledge, skills, and abilities.
- Minimum of four (4) years of progressive IT or systems experience, including supervision or leadership of technical staff.
- Demonstrated people-leadership experience, including coaching, performance management, and team development.
- Strong technical expertise across most of the following: Microsoft Windows Server and Active Directory, Microsoft 365 and Azure or Entra, Linux, virtualization (VMware or Hyper-V), networking (firewalls, routing, switching, VPN, and wireless), endpoint management, backup and disaster recovery, and security operations.
- Demonstrated ability to architect solutions, lead complex migrations and projects, and serve as a senior technical escalation point.
- Experience owning service delivery and operational performance, including service levels and service management or ticketing tools, preferably in a multi-client or managed services environment.
- Working knowledge of operational and financial drivers such as utilization, margins, and client satisfaction.
- Experience supporting audits and regulatory or compliance engagements.
- Experience supporting technology budgets and vendor spend.
- Experience operating across federated or multi-tenant identity environments preferred.
- Certifications, or progress toward certifications, in Microsoft, networking, security, or service management (for example ITIL) are desirable.
- Ability to maintain a high level of confidentiality.
- Current driver's license, acceptable driving record, and proof of adequate insurance required.
