IT Operations & Service Management Manager

Commonwealth of VA Careers; Richmond (VA); On-site; USD 115,000 - 138,000; Full time

Job summary

Commonwealth of VA Careers is seeking an IT Operations & Service Management Manager for the Virginia Department of Health. This role oversees IT Support & Services, vendor partnerships, asset management, and training, guiding policy and operations for efficiency.

The position requires leading an Operations Team, aligning with VITA standards and governance, and delivering measurable performance improvements across IT services.

Qualifications

• Demonstrated experience managing incident resolution processes and ensuring SLA compliance.
• Proven ability to maintain accurate IT asset inventories and oversee full lifecycle tracking.
• Experience developing, delivering, or coordinating IT training programs and measuring training effectiveness.
• Knowledge of VITA standards and state IT governance requirements; capable of producing timely compliance reporting.
• Experience supervising staff, evaluating performance, and improving operational metrics.
• Strong background in vendor management, including monitoring performance and ensuring contract adherence.
• Experience supporting AV technologies, including setup, troubleshooting, and operational implementation.

Responsibilities

• Oversee IT Support & Services, vendor partnerships, and service delivery.
• Provide policy development, strategic planning, and operational efficiency guidance.
• Direct Operations Team and establish performance measures for efficiency.
• Collaborate with internal and external stakeholders including VITA, HR, Finance, and district staff.

Skills

Incident management

SLAs

IT asset inventories

IT training programs

VITA standards

state IT governance

compliance reporting

staff supervision

vendor management

AV technologies

Job description

Title:

IT Operations & Service Management Manager

State Role Title:

Info Technology Specialist III

Hiring Range:

$115,000 - $138,000

Pay Band:

6

Agency:

Virginia Department of Health

Location:

VDH-Central Office

Agency Website:

http://www.vdh.virginia.gov

Recruitment Type:

General Public - G

Job Duties

The IT Operations & Service Manager is responsible for oversight of IT Support & Services to include managing vendor partnerships, service delivery across IT, asset management, and IT training. This role will provide policy development, strategic planning and operational efficiency. This role also provides direction and oversight to the Operations Team and assures effective performance measures are in place for operational efficiency. Collaborates closely with internal and external stakeholders including, but not limited to VITA, Human Resource, Finance, Office and District staff.

Minimum Qualifications

• Demonstrated experience managing incident resolution processes and ensuring compliance with service-level agreements (SLAs).


• Proven ability to maintain accurate IT asset inventories and oversee full lifecycle tracking.


• Experience developing, delivering, or coordinating IT training programs and measuring training effectiveness.


• Knowledge of VITA standards, state IT governance requirements, and experience producing timely compliance reporting.


• Experience supervising staff, evaluating performance, and improving operational metrics.


• Strong background in vendor management, including monitoring performance and ensuring contract adherence.


• Experience supporting audio-visual (AV) technologies, including setup, troubleshooting, and operational implementation.

Additional Considerations

N/A

Special Instructions

Applications are accepted until 11:55 p.m. on the job closing date.

Employment is contingent upon satisfactory results of a state and federal criminal history background check and the Department of Social Service’s Child Abuse and Neglect Central Registry check, U.S. HHSIG Exclusion List check, employment reference check and E-Verify. Other financial, credit, driving, background checks or completion of Statement of Economic Interests may be required for certain positions.

It is the policy of the Commonwealth and VDH that all aspects of human resource management be conducted without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists); sex; color; national origin; religion; sexual orientation; gender identity or expression; age; veteran status; political affiliation; disability; genetic information; and pregnancy, childbirth, or related medical conditions. VDH employees have a shared Code of Ethics, which can be found in the bottom banner of our website: www.vdh.virginia.gov.

If you have been affected by DHRM Policy 1.30 layoff and possess a valid Interagency Placement Screening Form (Yellow Card) or a Preferential Hiring Form (Blue Card), you must submit the card before the closing date for this position. The Card may be submitted with the state application as an attachment.

As a V3 (Virginia Values Veterans) employer VDH Welcomes Veterans to apply!

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.

Contact Information

Name: Lindsay Schneider

Phone: [phone]

Email: [e-mail]