IT Operations Leader — Service Delivery & ITSM Expert

Gravity IT Resources; Celebration (FL); On-site; USD 90,000 - 140,000; Full time

Job summary

Gravity IT Resources is seeking an IT Operations Manager to lead day-to-day service delivery for a multi-site enterprise. This on-site role in Celebration, FL manages a technical team responsible for end-user support, incident response, system availability, asset lifecycle, and ITSM process improvements.

You will oversee deployments, patch cycles, and coordination with infrastructure and application teams, while mentoring staff and ensuring SLAs and business continuity plans are in place.

Qualifications

• 7+ years of progressive IT experience in multi-platform enterprise environments.
• Experience leading teams in IT operations / service delivery.
• Strong knowledge of ITSM/ITIL processes (incident/problem/change/request).
• Experience with endpoint support and patch management.
• Ability to manage competing priorities with limited direction.

Responsibilities

• Lead daily activities of the technical operations team and manage workload.
• Ensure coverage and adherence to SLAs.
• Monitor system performance and drive timely troubleshooting and resolution.
• Develop and maintain operational standards, procedures, and best practices.
• Drive ITSM processes including incident, problem, change, and request fulfillment.
• Oversee asset lifecycle and software rollouts.
• Coordinate deployments with infrastructure and applications teams.
• Provide advanced technical support on-site as needed.
• Mentor and develop staff with coaching and feedback.
• Support business continuity and disaster recovery planning.
• Drive continuous improvement and maintain documentation.

Skills

IT operations leadership

ITSM/ITIL processes

Incident response

Change management

Staff coaching

Documentation

Tools

Endpoint deployment tooling

Patch management tools

Job description

Gravity IT Resources is seeking an IT Operations Manager to lead day-to-day service delivery for a multi-site enterprise. This on-site role in Celebration, FL manages a technical team responsible for end-user support, incident response, system availability, asset lifecycle, and ITSM process improvements.

You will oversee deployments, patch cycles, and coordination with infrastructure and application teams, while mentoring staff and ensuring SLAs and business continuity plans are in place.