IT Operations and Support Manager

Job ID:
Hills, MN
Information Technology, Telecommunications, Array
per year
Zip Code:
Employment Type:
Full time

Job Description:

Prestigious Enterprise Company is currently seeking an IT Operations and Support Manager. Candidate will lead all aspects of the support services team, driving incident, event, and problem management execution with the infrastructure engineering and application development teams. Candidate will engage with multiple levels of IT and business teams, driving system recovery, system outage communication, and overall service restoration. This position leads a team including engineers, developers, process analysts and contractors, both on and off-shore.

Candidate will provide leadership for those involved in the development, design and optimization of one or more information technology and systems functions supporting company business processes and technical information systems platforms. Responsibilities include, but are not limited to, analysis, selection and modification of enterprise systems, application software, installation of network hardware/software and database management, preparation of budgets, schedules and feasibility studies.


  • Provides leadership by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
  • Sustains information systems results by defining, delivering, and supporting information systems; auditing application of systems.
  • Assesses information systems results by auditing application of systems.
  • Enhances information systems results by identifying information systems technology opportunities and developing application strategies.
  • Safeguards assets by planning and implementing disaster recovery and back-up procedures and information security and control structures.
  • Accomplishes financial objectives by determining service level required; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective action.
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Manages the implementation and maintenance of disaster recovery plans and activities in assigned areas. Maintains current contact information for all employees in applicable areas and communicates with non-recovery employees during a disaster.
  • Fosters the highest level of commitment among our people through transparent communication about business challenges, successes and results.
  • Creates an environment which encourages people to think, behave, take action and control work and make decisions autonomously to attain clear goals.
  • Takes personal responsibility for making tough decisions, meeting commitments and ensuring expected results are achieved.


  • Bachelor of Science Degree in MIS, Computer Science or equivalent experience.
  • 5+ years of software support, reliability, or operations development & engineering experience.
  • Experience leading 24x7, on-call organizations.
  • Experience managing and coaching leaders as well as senior technologists, with proven ability to motivate, mentor and drive teams to succeed, in a geographically diverse organization
  • Ability to communicate complex issues and solutions directly and concisely to all levels of the organization, including executive management and individual engineers.
  • Experience managing and coaching leaders as well as senior technologists, with proven ability to motivate, mentor and drive teams to succeed, in a geographically diverse organization.
  • Experience in the fields of Agile, DevOps, infrastructure engineering, systems engineering, or site reliability engineering.
  • Experience in working with the ITIL methodology required - ITILv3 Foundations Certification preferred.
  • Knowledge of various open source and commercial monitoring tools (Splunk, Datadog, Zenoss, SiteScope, Dynatrace, TICK stack, Nagios, Solar Winds, PagerDuty, etc.).
  • Experience in building and maturing Technology Operations Center or Network Operations Centers.
  • Strong technical proficiency in platform architectures and software development.
  • At least 10 years of information technology or related experience.
  • And at least 2 years of management experience.
Company Info
Request Technology - Craig Johnson