it service manager

Mistras Group, Inc.

<div><p>The IT Service Desk Manager is responsible for leading the daily operations of the organization's service desk. This role ensures the delivery of high-quality IT support services, manages a team of service desk analysts, and acts as the escalation point for complex or critical issues. The manager will also drive continuous improvement initiatives, monitor performance metrics, and align service delivery with business objectives.</p>
<p><b>
Major Responsibilities/Activities:</b></p>
<ul>
<li>Manage, coach, and trains service desk staff to ensure effective troubleshooting, solution delivery, and customer service.</li>
<li>Uses ITSM platforms (e.g., ServiceNow) to manage service lifecycles; ITIL-based service management practices to track SLAs, service availability, and business impact. Manage end-to-end service delivery, including incident, request, change, and knowledge management.</li>
<li>Serve as the primary escalation point for severe or unique technical issues.</li>
<li>Define and track service metrics (e.g., resolution time, customer satisfaction) to identify trends, root cause and areas for improvement.</li>
<li>Develop and refine workflows, escalation rules, and service request classification schemes. Utilize new technologies such as AI to automate processes.</li>
<li>Work closely with infrastructure, cybersecurity, and application teams to ensure seamless IT service delivery.</li>
<li>Ensure adherence to IT policies, including incident management, change control, and access governance.</li>
<li>Bachelor&rsquo;s degree in information technology, Computer Science, or related field (or equivalent experience).</li>
<li>Minimum 5 years of experience in IT support, with at least 3 years in a supervisory or managerial role.</li>
<li>Strong knowledge of help desk software, ITSM frameworks (e.g., ITIL), and performance metrics.</li>
<li>Excellent communication, leadership, and problem-solving skills.</li>
</ul>
<p>Minimum Requirements:</p>
<ul>
<li>ITIL, HDI, or similar service management certifications. ( preferred)</li>
<li>Technical Troubleshooting</li>
<li>Escalation Management</li>
<li>End-User Training</li>
<li>Upgrades &amp; Patch Management</li>
<li>ServiceNow or similar ITSM platforms</li>
<li>Familiarity with cybersecurity protocols and identity access management tools (e.g., SailPoint)</li></ul></div>

IT Service Desk Manager

<div><p><b>We are Proud to be SJE!</b></p>
<p>
At <b>SJE</b>, we are more than a company &mdash; we are a family of brands with a shared vision and mission to provide industry-leading, innovative, and reliable control and monitoring solutions that improve efficiencies, protect the environment, and deliver dependable solutions to our valued customers. We are looking for an <b>IT Service Desk Manager</b>. This role will be working onsite from our <b>Birmingham, AL</b> location. <b>Check us out at </b><b>SJEinc.com</b><b>!</b></p>
<p><b>
The job:</b></p>
<p>
The <b>IT Service Desk Manager</b> is a hands‑on technical leader responsible for directly supporting and managing Helpdesk and Desktop Support operations across multiple manufacturing sites. This role blends leadership with active participation in daily support tasks&mdash;jumping into complex tickets, assisting with device deployments, supporting shop‑floor technology, and ensuring that all employees across production facilities, offices, and remote sites receive timely, high‑quality technical support.</p>
<p>
The ideal candidate is as comfortable working tickets and deploying devices as they are coaching technicians, building processes, and partnering with plant leadership. This role is critical to maintaining uptime, improving support maturity, and ensuring a secure, efficient end‑user experience.</p>
<p><b>
What you will do:</b></p>
<p><b>
Hands‑On Technical Support (50%+)</b></p>
<ul>
<li>Work directly on escalated Helpdesk and Desktop Support tickets, including hardware issues, configuration problems, imaging, networking, and account access.</li>
<li>Perform hands‑on device builds, OS imaging, Intune enrollment, printer configuration, and workstation setup.</li>
<li>Support plant‑floor technology: PCs, scanners, label/barcode printers, production check‑in stations, and network‑connected industrial devices.</li>
<li>Travel to manufacturing sites to provide onsite troubleshooting, deployments, equipment swaps, and user support.</li>
<li>Participate in after‑hours or weekend support during critical outages, plant initiatives, or system updates.</li>
</ul>
<p><b>Leadership &amp; Team Development</b></p>
<ul>
<li>Lead, coach, and mentor Helpdesk and Desktop Support technicians with a focus on growing technical depth and troubleshooting skills.</li>
<li>Set daily/weekly priorities, provide guidance on active tickets, and ensure consistent coverage across multiple time zones and sites.</li>
<li>Participate in interviews, hiring, onboarding, and performance development for support staff.</li>
</ul>
<p><b>Service Delivery &amp; Operational Excellence</b></p>
<ul>
<li>Monitor ticket queues and personally intervene where needed to keep SLAs on track.</li>
<li>Establish and maintain realistic SLAs, escalation rules, and service expectations.</li>
<li>Improve ticket quality through coaching, peer reviews, and knowledge sharing.</li>
<li>Perform root‑cause analysis on recurring issues and implement fixes with the team.</li>
</ul>
<p><b>Process Creation &amp; Standardization</b></p>
<ul>
<li>Create hands‑on support documentation, &ldquo;How‑To&rdquo; guides, imaging steps, and troubleshooting playbooks.</li>
<li>Build and maintain a strong knowledge base to enable faster resolution and onboarding.</li>
<li>Standardize desktop builds, device provisioning, and software deployment processes.</li>
<li>Identify recurring pain points and actively implement technical and process improvements.</li>
</ul>
<p><b>Endpoint Administration &amp; Asset Management</b></p>
<ul>
<li>Oversee and participate in device lifecycle management: imaging, patching, repairs, replacements, and decommissioning.</li>
<li>Maintain accurate inventory and asset tracking; ensure proper documentation and labeling.</li>
<li>Validate endpoint compliance, encryption status, and security-baseline adherence.</li>
</ul>
<p><b>Manufacturing Support Alignment</b></p>
<ul>
<li>Work closely with plant managers, supervisors, line leads, and maintenance teams to understand production needs.</li>
<li>Ensure IT support adapts to shift schedules, production changeovers, and high‑volume periods.</li>
<li>Respond quickly to floor‑impacting issues and minimize downtime.</li>
</ul>
<p><b>Cybersecurity &amp; Policy Compliance</b></p>
<ul>
<li>Enforce secure support practices (MFA, privileged access, device isolation, patching).</li>
<li>Support cybersecurity team with incident response steps, evidence capture, and endpoint containment.</li>
<li>Ensure technicians follow safe handling procedures for sensitive equipment and information.</li>
</ul>
<p><b>Reporting &amp; Continuous Improvement</b></p>
<ul>
<li>Track and report on SLA performance, ticket metrics, and site‑level support needs.</li>
<li>Recommend staffing, tooling, and process adjustments based on real data and hands‑on observations.</li>
<li>Drive continuous improvement across the support function through practical, actionable changes.</li>
</ul>
<p>The ideal candidate will bring both technical acumen and team leadership skills, providing structure and consistency to support operations while remaining adaptable in a fast-paced, growth-oriented environment.</p>
<p><b>
Education and Skill Requirements:</b></p>
<ul>
<li>Bachelor&rsquo;s degree in information systems or related field preferred; relevant certifications (ITIL, A+, Network+, MD 102, HDI) are a plus.</li>
<li>7-10+ years of IT support experience, including hands on troubleshooting of Windows devices, networks, printers, and common business applications.</li>
<li>5-7+ years management experience within a Helpdesk/Desktop Support environment.</li>
<li>Experience in manufacturing or multi-site support environments strongly preferred.</li>
<li>Strong technical competency in:</li>
<li><ul><li>Windows OS, M365, Azure AD/Entra ID</li>
<li>Intune, imaging tools, endpoint management</li>
<li>VPN, basic networking, Wi Fi troubleshooting</li>
<li>Printers, scanners, barcode devices</li>
<li>Cloud-based tools</li>
<li>Mobile device management (MDM)</li>
</ul></li><li>Ability to work across production floors, office spaces, warehouses, and remote user setups.</li>
<li>Excellent communication and customer service skills.</li>
<li>Strong understanding of ITSM tools and concepts (e.g., ServiceNow, FreshDesk, Jira Service Desk).</li>
</ul>
<p><b>Answering your questions:</b></p>
<p>
When you are considering a new job, it is normal to have a ton of questions. Here are a few questions we are asked all the time.</p>
<ul>
<li><b>What are the hours?</b> Monday &ndash; Friday 8:00 am &ndash; 5:00 pm.</li>
<li><b>What is your Paid Time Off and holiday policy? </b>Up to 120 hours of Paid Time Off in your first year plus 8 paid holidays.</li>
<li><b>What benefits do you offer? </b>We offer a robust benefits package including health, life, short-term and long-term disability insurance as well as dental and vision programs you need to take care of your family, along with other benefit options. Check out our full benefits package!</li>
<li><b>What percentage of travel is required for this position? </b>25%</li>
<li><b>What is my commute? </b>Plug this address into Google Maps: 5201 Princeton Way, Hoover, AL 35226.</li>
</ul>
<p>We will answer more of your questions during the first interview. Expect to hear about the next steps if you meet the job requirements.</p>
<p><b>
Why work with us:
</b><br>
At SJE, we believe in empowering our employees to grow professionally while making a real impact. We offer competitive pay, excellent benefits, and a collaborative culture that encourages creativity and problem-solving. Join us and become a part of something bigger. Join a company where you&rsquo;re not just working&mdash;you&rsquo;re building a legacy!</p>
<p>
Learn more and apply on-line at www.sjeinc.com. SJE is an Equal Opportunity Employer.</p></div>

Americana Foods

<div>
 <p>
  <strong>
   Job Responsibilities
  </strong>
 </p>
 <p>
  <strong>
   Strategic
  </strong>
 </p>
 <p>
  &squf; Contribute to overall IT strategy and roadmap formulation by evaluating ideas and providing inputs from the development and operations perspective
 </p>
 <p>
  &squf; Formulate and maintain assigned IT operating budgets in addition to budgeting for special initiatives and projects for the vertical Operational
 </p>
 <p>
  <strong>
   IT Availability and Performance
  </strong>
 </p>
 <p>
  &squf; Manage IT services and solutions availability at all sites; Continuously monitor performance and capacity of IT systems with the objective to identify scope for improvement and facilitate it for systems at Americana Foods
 </p>
 <p>
  &squf; Monitor data center operations for division level operations and offer guidance for maintenance and troubleshooting
 </p>
 <p>
  &squf; Maintain oversight and conduct periodic reviews to ensure adherence to defined SLAs
 </p>
 <p>
  &squf; Facilitate prompt resolution in case of consistent breaches and non-adherences
 </p>
 <p>
  <strong>
   Service Desk &amp; Incident Management
  </strong>
 </p>
 <p>
  &squf; Lead implementation of service desk and incident management systems to facilitate seamless IT operations at the Americana Foods
 </p>
 <p>
  &squf; Drive timely resolution of IT service, solutions and operations inquiries/ requests and security breach incidents
 </p>
 <p>
  &squf; Act as a final point of escalation for resolution of issues
 </p>
 <p>
  &squf; Lead systems and applications upgradation actions without disturbance to business
 </p>
 <p>
  &squf; Develop robust processes to anticipate, recognize and defend against changing cyber and Information risk environments that threaten business stability
 </p>
 <p>
  &squf; Advise on pilots, rollout and sustenance of Operational Technology solutions at Americana Foods level
 </p>
 <p>
  <strong>
   Business Continuity &amp; Disaster Recovery Plans
  </strong>
 </p>
 <p>
  &squf; Evaluate, identify and highlight the need for Disaster Recovery processes for projects / initiatives and new processes in alignment with the requirements stated by the business
 </p>
 <p>
  &squf; Lead implementation and maintenance of Crisis Management and Disaster recovery plans in line with overall Business Continuity Plans
 </p>
 <p>
  &squf; Undertake preventive, directive and coercive measures to sustain availability, backup and recovery of IT Systems and applications
 </p>
 <p>
  <strong>
   Applications Inventory and Lifecycle Management
  </strong>
 </p>
 <p>
  &squf; Maintain Application inventory and ensure adherence to the Application Portfolio Management policies
 </p>
 <p>
  &squf; Make recommendations based on analysis of Application Inventory and drive inventory optimization at group and business levels
 </p>
 <p>
  &squf; Define the applications operating model and formulate policy for Application lifecycle management
 </p>
 <p>
  &squf; Establish standards for the processes, methods and systems for supporting the design of IT applications and delivery of IT systems and applications that cater to the current and future state of IT services and solutions
 </p>
 <p>
  &squf; Create application lifecycle plan for different applications in alignment with the current and future state of IT services in alignment with established application lifecycle management framework
 </p>
 <p>
  &squf; Review application performance and evaluate their relevance in light of changing business landscape
 </p>
 <p>
  &squf; Provide insights on rationalization and decommissioning of applications and systems at the group level
 </p>
 <p>
  &squf; Maintain oversight on the validity of licenses for all applications and systems in the portfolio
 </p>
 <p>
  &squf; Drive timely renewal and upgradation of licenses for applications and systems at group and business levels
 </p>
 <p>
  <strong>
   Operations Review
  </strong>
 </p>
 <p>
  &squf; Establish performance dashboards to measure and track service-levels provided by IT operations
 </p>
 <p>
  &squf; Review day-to-day operations with respect to agreed service level agreements / TATs and identify and act on operational risks if any
 </p>
 <p>
  &squf; Track partner performance from an operational perspective with respect to agreed service levels and address deviations if any; Ensure adequate partner support for smooth operations
 </p>
 <p>
  <strong>
   People
  </strong>
 </p>
 <p>
  &squf; Allocate work to team members and provide guidance
 </p>
 <p>
  &squf; Nominate for training as per guidelines to ensure that team members receive all necessary training and development to enable them to carry out their responsibilities to the required standards
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job Qualifications
  </strong>
 </p>
 <p>
  &squf; Bachelor's or master's degree in computer science or a related discipline; additional degrees or certifications on IT Management would be preferred
 </p>
 <p>
  Experience:
 </p>
 <p>
  &squf; Minimum 6 years of overall experience with at least 3 years of relevant experience in managing Information Technology operations
 </p>
</div>


IT Service Delivery Manager

Reliant Rehabilitation

<div>Overview:
<div>
Summary: The IT Service Desk Manager is responsible for managing Reliant Rehabilitation&rsquo;s technical support team and overseeing the delivery of IT support services to both field-based and corporate office Team Members. This role ensures service requests and incidents are handled efficiently and professionally through the support portal, email, and voicemail channels. The IT Service Desk Manager provides hands-on leadership and direct technical support when needed, ensuring quality service delivery, proper ticket handling, and thorough documentation. This role also serves as an escalation point for complex or urgent issues. The position requires a balance of management capabilities and technical expertise to ensure the IT support team consistently meets service expectations and business needs.</div>
Responsibilities:
<div>
The essential duties and responsibilities include, but are not limited to, the following:</div><div></div><ul><li><br>
Manage and lead the IT Service Desk team, providing day-to-day oversight, coaching, and performance management</li><li>Ensure service requests and incidents are prioritized, assigned, and resolved in accordance with established SLAs</li><li>Monitor ticket queues to ensure timely responses, accurate documentation, and proper resolution of issues</li><li>Provide direct technical support for escalated, high-priority, or complex incidents as needed</li><li>Serve as the primary escalation point for unresolved service desk issues and urgent incidents</li><li>Coordinate, manage, and hold external IT support vendors accountable to service expectations and SLAs</li><li>Maintain high-quality ticket documentation and knowledge base articles</li><li>Develop, implement, and maintain service desk processes, procedures, and standards</li><li>Collaborate with other IT teams and business stakeholders to resolve cross-functional issues</li><li>Analyze service desk metrics and reports to identify trends, improve performance, and enhance service delivery</li><li>Support onboarding and on-going training of new service desk staff, ensuring technical and customer service standards are met</li><li>Communicate service outages, updates, and resolutions effectively to end users and leadership</li><li>Ensure customer satisfaction by promoting a service-oriented mindset within the IT support team</li><li>Assist with IT projects and initiatives as assigned</li><li>Must conduct self in an ethical, legal and responsible manner at all times</li><li>Attends all mandatory meetings, trainings, and assignments as delegated</li><li>Perform other duties and responsibilities as assigned</li><li>Must adhere to the policies, principles, and guidance within the Employee Handbook and Code of Business Conduct</li></ul>
Qualifications:
<div>
Qualifications and Skills:</div><div></div><ul><li><br>
2-year associate degree, Technical Certifications, or equivalent Experience. (4-year degree preferred)</li><li>2+ years&rsquo; experience managing an IT Service Desk or technical support team</li><li>Proven experience managing ticket queues, escalations, and service-level agreements (SLAs)</li><li>Hands-on technical experience supporting end-user systems, applications, and hardware</li><li>Ability to provide technical leadership and act as an escalation point for complex or urgent issues</li><li>Ability to manage multiple priorities in a fast-paced environment</li><li>Strong customer service orientation with attention to detail</li><li>Strong written and verbal communication skills</li></ul></div>

MANTECH

<div><p><b>MANTECH </b>seeks a motivated, career and customer-oriented <b>Help Desk Manager</b> to join our team in the <b>DC, Maryland, and Virginia (DMV) area</b><b>.
</b></p><p></p><p>As a Help Desk Manager, this individual will lead the team providing essential technical assistance to government users, ensuring efficient resolution of IT issues within a Complex Enterprise IT Environment (including laptops, phones, AV, and servers). Their leadership is key to maintaining high service levels and enhancing the productivity of federal personnel through the application of ITSM frameworks and ITIL best practices. This individual manages and supervises the overall functioning of 24/7/365 Operations Support Center activities, directing staff in call center support, service desk support, and switchboard operations to drive a modern Shift Left strategy that prioritizes First Contact Resolution (FCR) and Tier 0 Self-Service adoption.</p><p></p><p><b>
Responsibilities include but are not limited to:</b></p><ul><li><p>
Oversee the daily operations of a <b>24/7/365 Operations Support Center</b>, supervising geographically dispersed Tier 1 staff to ensure the efficient delivery of desktop support and mission-essential services for government users in a multi-server environment, while simultaneously monitoring facilities and program data centers.</p></li><li><p>
Direct the operations of the VIP 'Gold Desk,' ensuring high-priority routing and 'White Glove' handling for Executives and mission-critical personnel.</p></li><li><p>
Manage the Automatic Call Distribution (ACD) system and IVR menus to optimize call routing and minimize abandonment rates.</p></li><li><p>
Manage help desk personnel, including hiring, training, performance evaluation, and scheduling.</p></li><li><p>
Develop and implement help desk policies, procedures, and service level agreements (SLAs) applying comprehensive knowledge of PC operating systems, knowledge of networking and electronic mail.</p></li><li><p>
Monitor helpdesk performance metrics and drive initiatives for continuous service improvement and customer satisfaction.</p></li><li><p>
Act as an escalation point for complex technical issues and ensure adherence to government security and compliance requirements.</p></li><li><p>
Works closely with the end-users to help resolve the most difficult trouble calls.</p></li><li><p>
Travels to a particular client site to help solve problems.</p></li></ul><p></p><p><b>
Minimum Qualifications:</b></p><ul><li><p>
BA/BS (Relevant Field) and 7+ experience managing a help desk or service desk team within a government contract environment.</p></li><li><p>
Proven ability to lead a &quot;Shift Left&quot; initiative by optimizing the Knowledge Management lifecycle. This includes identifying Tier 1 resolutions and proactively publishing high-quality content to the Tier 0 Self-Service Portal to optimize ticket deflection and reduce overall support volume.</p></li><li><p>
Expert-level oversight of the entire Knowledge Management lifecycle, including governance, auditing, and continuous improvement of internal and external knowledge bases.</p></li><li><p>
Ability to utilize Workforce Management (WFM) principles to analyze call arrival patterns and optimize agent scheduling, ensuring SLA compliance during surges and spikes.</p></li><li><p>
Proven track record fostering a Knowledge-Centered Service (KCS) culture, measuring performance on handle time and Knowledge Base development.</p></li><li><p>
Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL.</p></li><li><p>
Demonstrated experience using data analytics (e.g., Excel, PowerBI, ServiceNow dashboards) to identify trend anomalies and forecast staffing needs.</p></li><li><p>
Proficiency in managing enterprise-grade ITSM and Knowledge tools (e.g., ServiceNow, Salesforce, Zendesk, or Jira Service Management).</p></li></ul><p></p><p><b>
Preferred Qualifications:</b></p><ul><li><p>
HDI Support Center Manager (SCM) certification.</p></li><li><p>
 Experience in applying Agile or Scrum methodologies to Service Desk workflows</p></li><li><p>
ITIL Foundation certification.</p></li><li><p>
PMP Certification</p></li></ul><p></p><p><b>
Clearance Requirements:</b></p><ul><li><p>
Must be a U.S. citizen</p></li><li><p>
Must be able to obtain DHS EOD suitability</p></li><li><p>
An active EOD suitability is highly desired.</p></li></ul><p></p><p><b>
Physical Requirements:</b></p><ul><li><p>
The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations.</p></li></ul></div>

Help Desk Manager

Adaptivestack Technologies Inc.

<p><b>Company Overview</b><br/>Adaptivestack Technologies Inc. is a dynamic software company comprised of a diverse network of technology and business professionals serving both federal and private sector markets. Our team excels at delivering innovative solutions on time and within budget, leveraging extensive experience across healthcare, defense, and other critical industries. We pride ourselves on being adaptive&mdash;embracing new technologies, methodologies, and processes to meet evolving business needs.</p><p><b>Overview</b><br/>AdaptiveStack Technologies is seeking an experienced Operations Manager to support the Department of Veterans Affairs (VA) VHA Finance Product Line (PL), specifically within the Managerial Cost Accounting (MCA) sub-Product Line. This role requires a blend of IT project leadership expertise, strong operational management skills, and exceptional cross-functional communication abilities to oversee day-to-day operations, manage incident responses, and drive continuous improvement efforts across the sub-product line.</p><p>In this role, you will serve as the operational backbone of the MCA team &ndash; monitoring workflows, facilitating stakeholder communication, and partnering with technical teams to troubleshoot issues, plan system upgrades, and implement infrastructure improvements. You will leverage tools such as Jira, ServiceNow, and GitHub to manage operational challenges and opportunities for improvement while applying Agile Lifecycle Management and cybersecurity best practices to ensure that mission-critical systems remain reliable and compliant. The position does not carry direct supervisory responsibility but demands thought leadership, rapid learning, and an innovative mindset to guide clients through conceptualization, strategic planning, and execution.</p><p><b>Key Responsibilities</b></p><ul><li><b>Operational Oversight and Issue Resolution: </b>Oversee daily operations in collaboration with the sub-product line manager, ensuring smooth workflows and timely issue resolution. Monitor incident responses and escalate as needed to minimize service disruptions and maintain operational continuity.</li><li><b>Stakeholder Input and Process Improvement: </b>Provide observations, input, and feedback to the sub-product line manager on operational challenges, process improvements, efficiency enhancements, risks and issues, blockers, technical innovation opportunities, and VHA customer relationship management. Identify and champion actionable recommendations.</li><li><b>Tools-Driven Operational Management: </b>Utilize Jira, ServiceNow, and GitHub to monitor operational health, understand improvement opportunities, track work items, and report on progress. Ensure accurate and up-to-date records of IT systems, processes, and configurations.</li><li><b>Technical Collaboration and Infrastructure Planning: </b>Work closely with technical teams to troubleshoot existing issues, plan system upgrades, and implement long-term infrastructure improvements. Support cloud migration preparations and ad hoc tiger team initiatives as directed.</li><li><b>Cross-Functional Communication and Stakeholder Alignment: </b>Facilitate cross-functional communication by organizing stakeholder meetings and follow-ups to ensure alignment and minimize communication gaps. Build and maintain strong relationships with VHA clients and internal organizational stakeholders.</li><li><b>Special Projects Management: </b>Manage special projects as assigned by the sub-PL manager, including cloud migration preparations and tiger team initiatives to address pressing, ad hoc operational needs.</li><li><b>Cybersecurity Compliance: </b>Apply cybersecurity best practices to identify, assess, and remediate critical vulnerabilities, ensuring compliance with VA and federal security policies and standards.</li><li><b>Agile Delivery Support: </b>Partner with project managers to define Jira epics, user stories, and tasks; track progress; and drive work items to successful completion. Actively participate in and, at times, lead continuous improvement efforts to advance Agile Lifecycle Management maturity across the portfolio, product line, and sub-product line.</li><li><b>Performance Monitoring and Reporting: </b>Manage product team and sub-PL performance and reporting by establishing and closely tracking objectives and key results (OKRs) and key performance indicators (KPIs). Contribute to status reports and operational metrics.</li><li><b>IT Service Level Management: </b>Define and maintain IT service levels and agreements, including incident response, problem resolution, and service request fulfillment. Collaborate with peer operations managers across product lines to support cross-cutting process improvements.</li></ul><p><b>Required Experience and Qualifications</b></p><ul><li>Master&rsquo;s degree in Computer Science, Electronics Engineering, or other engineering or technical discipline. (10 years of additional relevant experience may be substituted for education.)</li><li>Strong understanding of ITSM frameworks, such as ITIL, with demonstrated ability to apply best practices in incident, problem, change, and service request management.</li><li>Proven documentation and knowledge management skills to maintain accurate, up-to-date records of IT systems, processes, and configurations.</li><li>Strong understanding of IT performance monitoring and reporting at the product team and sub-PL levels, including OKR/KPI development and tracking.</li><li>Excellent interpersonal and communication skills to work effectively with IT departments, business units, VHA clients, and external stakeholders to align IT operations with organizational objectives.</li><li>Demonstrated ability to manage multiple concurrent tasks and competing priorities in a fast-paced, dynamic environment.</li><li>Proficiency with MS Office Suite, MS SharePoint, and MS Teams for documentation, collaboration, and communication.</li><li>Highly motivated analytical thinker with proven problem-solving abilities and a track record of taking initiative in complex operational environments.</li><li>Ability to quickly learn client environments, conduct independent research, and lead or support the resolution of complex issues.</li><li>Excellent verbal communication, oral presentation, facilitation, and written communication skills. Ability to translate technical concepts for non-technical audiences.</li><li>Strong attention to detail with the ability to meet deadlines, maintain organized records, and ensure accuracy across all deliverables.</li></ul><p><b>Required Experience and Qualifications</b></p><ul><li>Previous experience supporting VA Health Finance, VHA, or federal government IT operations programs.</li><li>Proficiency with ServiceNow for ITSM workflow management, documentation, and reporting (highly preferred).</li><li>Proficiency with Jira for Agile project tracking, epic/story management, and sprint reporting (highly preferred).</li><li>VA project management experience, including familiarity with VA processes, compliance standards, and organizational structure (highly preferred).</li><li>Experience across all areas of the Software Development Life Cycle (SDLC).</li><li>Knowledge of cloud migration strategies, DevSecOps practices, and government IT modernization initiatives.</li><li>Understanding of Agile/Scrum methodologies and sprint-based delivery approaches.</li><li>Experience with cybersecurity frameworks, vulnerability remediation, and federal security compliance (NIST, FISMA, FedRAMP).</li><li>Certification: ITIL 4, PMP, CSM, SAFe, or other IT Service Management / Agile / Project Management certifications.</li></ul><p>Pay: $90,000.00 - $100,000.00 per year</p><p>Benefits:</p><ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul><p>Education:</p><ul><li>Master's (Preferred)</li></ul><p>Experience:</p><ul><li>Project management: 3 years (Preferred)</li><li>Microsoft Office: 5 years (Preferred)</li><li>Jira: 3 years (Preferred)</li><li>ServiceNow: 3 years (Preferred)</li><li>SDLC: 3 years (Preferred)</li></ul><p>Language:</p><ul><li>English (Preferred)</li></ul><p>License/Certification:</p><ul><li>ITIL Certification (Preferred)</li><li>PMP (Preferred)</li><li>Certified Scrum Master (Preferred)</li></ul><p>Security clearance:</p><ul><li>Confidential (Preferred)</li></ul><p>Work Location: Remote</p>

Operations Manager

Lumentum Operations

<div></div><div><div><div><div><div><div>locations</div><div>
USA - NC- Greensboro</div></div></div></div><div></div><div><div><div><div><div>
time type</div><div>
Full time</div></div></div></div><div></div><div><div><div><div>
posted on</div><div>
Posted Yesterday</div></div></div></div><div></div><div><div><div><div>
job requisition id</div><div>
2026343</div></div></div></div></div></div><div><div><div>
It's fun to work in a company where people truly BELIEVE in what they're doing!<br>
<i>We're committed to bringing passion and customer focus to the business.</i></div><div></div><div><i>
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!</i></div><div>
The Site IT Manager is the senior IT leader responsible for all technology services supporting a designated site. This role ensures reliable, secure, and high-performing IT operations across End User Services (EUS), Network Infrastructure, Enterprise Applications, and local technology initiatives.</div><div>
The Site IT Manager acts as the primary technology business partner to site leadership, aligning IT services with operational goals, production continuity, compliance requirements, and digital transformation initiatives.</div><div></div><div>
Key Responsibilities</div><div>
1. End User Services (EUS) &amp; Service Management</div><ul><li>
Lead and oversee onsite IT support operations (Tier 1&ndash;3).</li><li>
Ensure SLA performance for incident, request, and problem management.</li><li>
Manage hardware lifecycle (laptops, desktops, mobile devices, printers, shop-floor devices).</li><li>
Drive user experience improvements and service automation.</li><li>
Maintain onboarding/offboarding IT processes.</li><li>
Monitor and report service KPIs (MTTR, first-call resolution, CSAT).</li></ul><div></div><div>
2. Network &amp; Infrastructure Management</div><ul><li>
Ensure reliability of LAN/WAN, Wi-Fi, firewalls, and ISP connectivity.</li><li>
Maintain high availability for critical business and production systems.</li><li>
Partner with central infrastructure teams on upgrades and architecture standards.</li><li>
Oversee local server rooms, IDFs/MDFs, and infrastructure compliance.</li><li>
Implement proactive monitoring and capacity planning.</li></ul><div></div><div>
3. Applications &amp; Business Systems Support</div><ul><li>
Serve as site liaison for ERP, MES, collaboration platforms, and other enterprise applications.</li><li>
Coordinate with global IT and business stakeholders for issue resolution.</li><li>
Ensure integration between site systems and enterprise platforms.</li></ul><div></div><div>
4. Cybersecurity &amp; Risk Management</div><ul><li>
Enforce corporate cybersecurity standards at the site level.</li><li>
Ensure compliance with security policies, audits, and regulatory requirements.</li><li>
Manage endpoint protection, patching compliance, and vulnerability remediation.</li><li>
Participate in incident response and disaster recovery testing.</li><li>
Promote security awareness among site employees.</li></ul><div></div><div>
5. Business Partnership &amp; Strategic Alignment</div><ul><li>
Act as trusted advisor to site leadership.</li><li>
Align IT initiatives with operational, manufacturing, engineering, or business objectives.</li><li>
Identify opportunities for automation and digital optimization.</li><li>
Support business continuity and operational resilience planning.</li><li>
Contribute to IT budgeting and cost optimization initiatives.</li></ul><div></div><div>
6. Vendor &amp; Asset Management</div><ul><li>
Manage local IT vendors and service providers.</li><li>
Track and optimize telecom and infrastructure contracts.</li><li>
Oversee asset inventory and lifecycle management.</li><li>
Ensure cost-effective procurement aligned with corporate standards.</li></ul><div></div><div>
7. Leadership &amp; Team Management</div><ul><li>
Lead and develop site IT personnel.</li><li>
Foster accountability, customer focus, and technical excellence.</li><li>
Coordinate cross-functional initiatives with central IT teams.</li><li>
Drive continuous improvement culture within IT operations.</li></ul><div></div><div>
Required Qualifications</div><ul><li>
Bachelor&rsquo;s degree in Information Technology, Computer Science, or related field (or equivalent experience).</li><li>
7&ndash;10+ years of progressive IT experience.</li><li>
3&ndash;5+ years in IT leadership or site-level IT management.</li><li>
Strong experience in:<ul><li>
Enterprise network infrastructure</li><li>
Microsoft 365 / Active Directory / Azure AD</li><li>
Enterprise applications (ERP/MES)</li><li>
Endpoint management platforms</li><li>
IT service management frameworks (ITIL preferred)</li></ul></li><li>
Experience supporting manufacturing or operational environments.</li></ul><div></div><div>
Preferred Certifications</div><ul><li>
ITIL Foundation</li><li>
CCNA / CCNP</li><li>
Microsoft / Azure certifications</li><li>
PMP (helpful for project-driven environments)</li></ul><div></div><div>
Key Performance Indicators (KPIs)</div><ul><li>
Site IT uptime and infrastructure availability</li><li>
Incident resolution time (MTTR)</li><li>
SLA adherence</li><li>
Security compliance score</li><li>
User satisfaction metrics</li><li>
Application deployment success rate</li><li>
Budget adherence and cost optimization</li></ul><div></div><div>
Work Environment</div><ul><li>
Primarily onsite role</li><li>
May require after-hours support during maintenance windows or critical incidents</li><li>
Occasional travel for corporate IT alignment meetings</li></ul><div></div><div>
Salary Range<br>
The salary range for this position is $120,000 &ndash; 170,000USD.</div><div>
Final compensation will be determined based on factors such as experience, skills, and qualifications.</div><div><i>
We are an equal opportunity employer and value diversity at our company.</i></div><div><i>
We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.</i></div><div><i>
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.</i></div><div><i>
Please contact us to request accommodation.</i></div></div></div></div>

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