IT OPS Manager/Availability Manager

FLASH Technology Group; Columbia (MD); On-site; USD 88,000 - 101,000; Full time

Benefits offered by this job

401(k) with 6% company match - vesting

Medical Insurance with HSA/HRA

Dental and Vision Insurance

Life and Disability Insurance

Identity Theft Protection

Tuition/Certification Reimbursement

Paid Time Off

Referral bonuses

Job summary

Flash Technology Group in Columbia, MD is seeking an Availability Manager/IT Ops Manager to supervise a 24x7 operations center, lead incident response, and drive process improvements. You will coordinate cross-functional teams, schedule staff, and ensure SLAs are met in a fast-paced, mission-critical environment.

The role requires a technical background in engineering, 3+ years of leadership in operations, and strong skills with ITSM tools. Competitive benefits and on-call duties may apply.

Qualifications

• Bachelor’s degree in engineering or similar required.
• Four additional years of relevant network-engineering experience may substitute for a degree.
• Three years of related experience required.
• Experience scheduling and supervising staff in a 24x7 environment.
• Strong troubleshooting in networking and desktop support.
• Experience with enterprise management tools (HP OpenView, SolarWinds, Splunk).
• Proficiency with ITSM tools (Remedy, ServiceNow, Service Manager).
• Excellent time management, communication, and leadership skills.

Responsibilities

• Oversee 24x7 operations center staff and meet SLAs.
• Implement and improve core business processes to boost efficiency.
• Lead incident response during outages and coordinate resources.
• Coach and mentor staff; address performance issues.
• Prepare and deliver daily incident/change/ SLA reports.
• Schedule operations staff for continuous 24x7 coverage.
• Communicate professionally with all levels of staff and stakeholders.

Skills

Staff scheduling

Staff supervision

Incident management

Troubleshooting

Leadership

Time management

Communication

Education

Bachelor’s degree in engineering or similar

Tools

HP OpenView

SolarWinds

Splunk

Remedy

ServiceNow

Service Manager

Job description

AVAILABILITY MANAGER/ IT OPS Manager needed in Columbia, MD!

TS/SCI with active polygraph required!

Are you ready to make a meaningful impact with a company that values your technical ambition?

Join us and experience a company where your contributions truly make a difference!

Responsibilities Include:

• Operational Oversight: Supervise 24x7 operations center staff, ensuring effective identification, prioritization, and resolution of operational issues to meet or exceed service level agreements (SLAs) and customer objectives.
• Process Implementation & Improvement: Implement moderately complex core business processes and actively participate in process improvement initiatives to enhance customer service and operational efficiency. Identify significant process matters or enhancements and drive their successful implementation.
• Incident Management Leadership: Lead incident response during critical outages, coordinating resources, driving rapid resolution, and ensuring timely, clear notification to management and customer points of contact (POCs).
• Staff Development & Performance: Evaluate employees’ performance, provide coaching and mentoring for professional growth, and address performance issues. Make informed recommendations for personnel actions as needed to build a high-performing team.
• Reporting & Communication: Prepare and deliver daily reports on incidents, changes, problem tickets, and SLA status. Develop summary reports on major incidents occurring during shifts, ensuring management and stakeholders are well-informed.
• Scheduling: Prepare and manage operations center staff scheduling to ensure continuous coverage and optimal resource utilization in a 24x7 environment.
• Collaboration: Communicate professionally and effectively with all levels of personnel, from frontline technicians to senior management, fostering a collaborative and responsive operations culture.

Requirements:

• Bachelor’s degree in engineering or similiar.
• Four (4) additional years of relevant network engineering experience may be substituted for a Bachelor’s degree.
• Three (3) years of related experience
• Demonstrated experience scheduling and supervising staff in a 24x7 operational environment.
• Strong troubleshooting abilities in both networking and desktop support.
• Experience with enterprise management monitoring tools such as HP OpenView, SolarWinds, or Splunk (preferred).
• Proficiency with ITSM tools such as Remedy, ServiceNow, Service Manager, or equivalent (required).
• Exceptional time management, communication, interpersonal, and presentation skills.
• Proven ability to communicate professionally with all levels of personnel and stakeholders.
• Strong leadership skills with a track record of developing high-performing teams.
• Ability to work in a fast-paced, mission-critical environment with shifting priorities.
• Availability to provide on-call support or work non-standard hours as needed

Approximate Salary Range: $88,100 - $101,000

A variety of factors impact the final salary offered, including, but not limited to, geographic location, contract labor categories and wage rates, relevant work experience, specialized skills and competencies, education, and certifications.

Benefits

• 401(k) with 6% company match - VESTS IMMEDIATELY
• Medical Insurance (with HSA and HRA options)
• Dental and Vision Insurance
• Life and Disability Insurance
• Complimentary Identity Theft Protection
• Tuition/Certification Reimbursement
• Paid Time Off
• Referral bonuses
• And more!

At Flash Technology Group, we truly care about our team, offering flexibility for a balanced life, competitive compensation, and a robust benefits package that supports you and your family. We prioritize well-being with premium healthcare, financial and family support, retirement planning, and ongoing learning. We’re committed to your growth and happiness!

Flash Technology Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or any other protected characteristic.