Information Technology & Solutions - IT&S, Operations Manager

Job Overview

The Information Technology & Solutions (IT&S) Operations Manager is a key technology leader responsible for delivering the secure, reliable, and scalable systems that enable Proconex to operate, grow, and serve its customers. Leading the Infrastructure & Security and Employee Technology & Support teams, this role oversees the day-to-day operation of enterprise technology services while driving continuous improvement across infrastructure, cybersecurity, service delivery, and end-user support.

Working closely with business and technology leaders, the IT&S Operations Manager balances strategic priorities with operational execution, ensuring technology services not only meet business needs but continuously evolve to support future growth. This role is instrumental in building high-performing teams, enhancing the employee technology experience, strengthening cybersecurity, and modernizing IT operations through automation, standardization, and data-driven decision making.

Key Responsibilities

IT Operations & Service Delivery

• Lead daily IT operations to ensure the availability, performance, security, and reliability of technology services.
• Establish operational priorities and allocate resources across infrastructure, cybersecurity, and support functions.
• Manage incidents, escalations, technology changes, maintenance activities, and operational initiatives.
• Own IT service delivery processes, service-level performance, and the end-user technology experience.
• Monitor operational metrics, support trends, and user feedback to drive continuous improvement.
• Develop and maintain operational procedures, standards, and best practices.

Team Leadership

• Lead, coach, and develop Infrastructure, Service Delivery, and IT Support team members.
• Conduct performance management, career development, workforce planning, and capacity management activities.
• Foster a culture of accountability, collaboration, customer service, innovation, and continuous improvement.
• Promote knowledge sharing, cross-training, and professional development across the IT&S organization.

Infrastructure & Security

• Provide operational oversight of network, server, cloud, storage, collaboration, and endpoint environments.
• Partner with technical leads to maintain secure, resilient, and scalable technology platforms.
• Support cybersecurity initiatives, including vulnerability management, patching, identity and access management, security monitoring, and compliance efforts.
• Oversee backup, disaster recovery, business continuity, and technology lifecycle planning.
• Ensure infrastructure and operational practices align with security standards, governance requirements, and risk management objectives.

Vendor & Operational Management

• Manage technology vendors, service providers, and strategic technology partners.
• Support budget planning, resource forecasting, and technology investment decisions.
• Identify opportunities for cost optimization, process standardization, automation, and service improvement.
• Develop and maintain operational dashboards, KPI reporting, and performance reviews to improve service quality and organizational effectiveness.

Basic Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or equivalent experience
• 5+ years of progressive experience in IT operations, infrastructure, service delivery, or technical support environments.
• 3+ years of experience leading IT teams, technical operations, or service delivery functions.
• 3+ years of experience supporting enterprise infrastructure, cloud technologies, endpoint management, cybersecurity, and IT support services.
• 3+ years of experience driving operational improvement, process standardization, automation, and service excellence initiatives.
• 3+ years of experience managing priorities, resources, and competing operational demands in a growing organization.
• 3+ years of experience communicating and collaborating effectively with technical teams, business stakeholders, vendors, and leadership.

Preferred Qualifications

• Experience leading multi-functional IT operations teams with responsibility for infrastructure, support, and cybersecurity functions.
• Experience managing technology vendors, outsourced service providers, and strategic technology partners.
• ITIL Foundation certification.
• Microsoft certifications.
• CompTIA Network+, Security+, or similar technical certifications.
• Azure, CISSP, or other advanced cloud and cybersecurity certifications.
• Experience with IT service management frameworks, KPI development, operational reporting, and process automation initiatives.