IT Operations Manager

Socket.dev; Celebration (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

ASSYST is seeking an experienced IT Operations Manager to lead and coordinate the daily activities of the technical support team in Celebration, FL (Onsite Role).

The role oversees IT service delivery, asset lifecycles, and maintains operational standards while directing supervisors, project leaders, and technical staff to meet SLAs and business needs. Strong leadership and problem-solving are essential.

Qualifications

• Bachelor's or Associate's degree in Computer Science, Information Systems, or a related field.
• Proven leadership and people-management capabilities.
• Strong communication and organizational skills.

Responsibilities

• Manage and coordinate daily technical team activities, including project scheduling, system performance monitoring, and incident response.
• Lead, mentor, and develop technical staff through training and performance evaluations.
• Oversee IT service delivery and ensure adherence to SLAs and security standards.
• Drive continuous improvement in service delivery, desk performance, and customer satisfaction.
• Provide input on business continuity and disaster recovery planning.
• Oversee deployment, configuration, and lifecycle of IT assets and tools.
• Develop and implement ITSM processes: incident, problem, change, and request management.
• Plan integration of new technologies, software rollouts, and patches.
• Provide on-site support for complex network and telephony issues.
• Monitor ticket queues and document solutions.
• Maintain operational standards, procedures, and best practices.
• Ensure compliance with internal policies and regulatory requirements.

Skills

Leadership

Communication

Problem solving

Adaptability

QA/QC

Education

Bachelor's degree in CS/IS or related field

Job description

ASSYST is seeking an experienced IT Operations Manager to lead and coordinate the daily activities of the technical support team in Celebration, FL (Onsite Role).

The IT Operations Manager is responsible for overseeing IT service delivery, managing IT asset lifecycles, maintaining operational standards, and leading a team of supervisors, project leaders, and technical staff. The ideal candidate will ensure alignment with business needs, maintain high system availability, and enforce service level agreements (SLAs).

Responsibilities

• Manage and coordinate daily technical team activities, including project scheduling, system performance monitoring, and incident response.
• Lead, mentor, and develop technical staff, project leaders, and supervisors through training, performance evaluations, and succession planning.
• Lead and manage IT service delivery across the organization, ensuring alignment with business needs and adherence to service level agreements (SLAs).
• Drive continuous improvement initiatives to enhance service delivery, service desk performance, and customer satisfaction.
• Provide strategic input on business continuity planning and disaster recovery strategies.
• Oversee the deployment, configuration, and lifecycle management of IT assets (desktops, laptops, mobile devices, printers, servers, hardware, and software).
• Develop and implement IT service management processes, including incident, problem, change, and request management.
• Plan and manage the integration of new technologies, software rollouts, updates, patches, and advanced technical support.
• Perform advanced network and telephony support, including on-site support for remote troubleshooting.
• Monitor service ticket queues, resolve assigned tickets, and document work performed and technical solutions.
• Develop, implement, and maintain operational standards, procedures, and best practices.
• Ensure full compliance with internal IT policies, security standards, and regulatory requirements.

Requirements

• Education: Associate's or Bachelor's Degree (or technical institute degree/certificate) in Computer Science, Information Systems, or a related field (or equivalent work experience).
• Experience: Minimum of 7 years of IT work experience with exposure to multi-platform environments.
• Initiative & Problem Solving: Strong ability to organize workload, comprehend assignments, analyze situations, and make sound, objective decisions with minimal direction.
• Communication & Customer Service: Excellent written and verbal communication skills, with a focus on delivering high-quality user support and collaborating across teams.
• Leadership: Proven ability to motivate, encourage, and guide technical personnel toward common goals.
• Flexibility & Adaptability: Ability to adapt to changing priorities, process improvements, and unexpected obstacles.
• Quality Assurance: Practical knowledge of QA/QC tools, ideologies, and techniques.

ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.