IT Operations Manager

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

Job Title: IT Operations Manager
Job Location: Celebration, FL (On-Site)
Job Type: Contract (Thru 6/30/28)

We’re seeking an experienced IT Operations Manager to lead day-to-day service delivery and operational support for a multi-site enterprise environment. This role manages a technical team responsible for end-user support, incident response, systems availability, asset lifecycle activities, and continuous improvement of IT service management (ITSM) processes.

Key Responsibilities

• Lead and coordinate daily activities of the technical operations team, including scheduling, workload management, monitoring, and incident response.
• Ensure operational coverage and adherence to service level expectations (SLAs).
• Monitor system performance and availability; drive timely troubleshooting and resolution.
• Develop, implement, and maintain operational standards, procedures, and best practices.
• Drive and mature IT service management processes, including:
  • Incident management
  • Problem management
  • Change management
  • Request fulfillment
• Oversee deployment, configuration, and lifecycle management of IT assets (desktops, laptops, mobile devices, printers, servers).
• Coordinate enterprise software rollouts, patching, upgrades, and update cycles.
• Partner with infrastructure and application teams to support deployments and maintain stable operations.
• Provide advanced technical support as needed (including network and telephony support and on-site support for remote troubleshooting efforts).
• Lead, mentor, and develop supervisors, project leads, and technical staff (coaching, training plans, performance feedback).
• Support business continuity and disaster recovery planning efforts.
• Drive continuous improvement initiatives to improve service delivery and customer satisfaction.
• Maintain strong documentation standards (solutions, resolutions, procedures, and knowledge articles).

Required Qualifications

• 7+ years of progressive IT experience, including exposure to multi-platform enterprise environments
• Demonstrated experience leading teams in an IT operations / service delivery capacity
• Strong working knowledge of ITSM/ITIL-style processes (incident/problem/change/request)
• Experience with endpoint support, hardware/software deployments, and patch management
• Ability to manage competing priorities, meet deadlines, and operate with limited direction