Information Technology Services (ITS) at MCCCD is seeking a seasoned and strategic IT Operations Manager to oversee and enhance enterprise technology operations. Reporting to the Director of IT Operations, this high-impact leadership role oversees teams across systems, applications, infrastructure, and service desk functions. The IT Operations Manager, leveraging the ITIL guiding principles, leads operational efficiency and automation efforts while ensuring reliability. The IT Operations team ensures the delivery of reliable, secure, and efficient IT services across the organization.
What makes this role truly exciting: you'll be building and launching ITS's brand-new Operations Center. A central, transformative hub for all network, application, and cybersecurity monitoring, incident response, and operational excellence. The person in this role will have a commitment to IT excellence and the ability to manage complex IT ecosystems, including hybrid and cloud environments, while fostering a culture of collaboration, accountability, and continuous improvement.
Essential Functions
People/Team/Project Leadership (20%)
- Plans, organizes, assigns, supervises, reviews, and evaluates the work of staff.
- Identifies training needs and opportunities; promotes professional growth and development opportunities among team members.
- Holds team members accountable for completing assigned tasks.
- Participates in major projects as the ITIL subject matter expert.
Monitoring, Reporting, and Optimization (20%)
- Utilizes ITSM tools and system monitoring platforms to track uptime, performance metrics, and incident trends.
- Creates and distributes reports related to KPIs, helpdesk performance, system reliability, and capacity planning.
- Identifies trends in ticketing systems and monitoring logs to recommend process and performance improvements.
- Continuously optimizes technology operations by introducing automation and configuration standardization where possible.
Change, Incident, and Problem Management (20%)
- Leads the Change Advisory Board (CAB) process, evaluates risk, and approves changes to production systems.
- Develops and enforces Service Level Agreements (SLAs) for both technical support and customer service delivery, including major problem incidents.
- Oversees incident response protocols, including escalation paths, communication plans, and documentation.
- Drives root cause analysis and resolution of recurring technical issues using problem management practices.
- Uses ITIL best practices for the handling of major or problem incidents.
- Maintains the incident management lifecycle and ensures documentation of known errors and knowledge base articles.
Systems, Applications, and Infrastructure Operations (20%)
- Monitors the health, performance, and availability of enterprise systems, applications, and network infrastructure,
- Leads system patching, routine maintenance, and incident response to minimize downtime and service disruption
System and Infrastructure Management (10%)
- Oversees the maintenance, configuration, and lifecycle of servers, networks, storage, endpoints, and data center environments.
- Ensures security and performance of infrastructure, including proactive patch management and capacity planning.
- Manages cloud-based and hybrid environments, ensuring scalability, reliability, and data integrity.
Network and Connectivity Support (5%)
- Oversees network performance monitoring and collaborates with network engineers to troubleshoot LAN/WAN/Wi-Fi issues.
- Supports resolution of connectivity issues impacting remote workers, onsite employees, and conference spaces.
- Maintains inventory and configuration standards for networking equipment (CMDB).
Administrative (5%)
- Participates on districtwide teams and task forces as needed.
- Performs related duties as assigned.