Job Description
Job Overview:
Benefits
U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays. Additionally, eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time. Additional paid sick leave is also provided if required by state or local law.
Summary of Position:
The IT Operations Manager is responsible for the day-to-day management of the IT Operations team, including Desktop Support and Engineering functions. This role serves as the primary escalation point for technical issues from the business and owns the operational program for IT, including end-to-end management of all IT requests, incidents, and priorities. The IT Operations Manager runs IT operations as a managed program: setting daily and weekly cadence, driving structured standups, sequencing work, assigning ownership, and holding the team accountable to clear outcomes. This role leads Incident Management, Major Incident Management, and Change Management; defines and reports on the operational metrics that drive continuous improvement; and partners across ITS lanes to ensure work does not fall between owners. The IT Operations Manager ensures efficient service delivery, maintains high levels of customer satisfaction, and leverages AI and automation to improve operational efficiency. This position reports directly to the Director of IT.
Essential Functions:
Provide day-to-day leadership and oversight of the IT Operations team, including Desktop Support and Engineering staff
Own the operational program for IT: act as the single point of accountability for all IT requests, incidents, and priorities, from intake through closure, ensuring every item has a clear owner, priority, and target outcome
Run a daily standup with the IT Operations team to drive ticket flow, surface blockers, and reset priorities; run a weekly operations review with the Director of IT and key stakeholders to report on program health, risks, and upcoming work
Review and manage the incident and catalog item queues, performing queue management and assigning tickets to appropriate staff in a timely and efficient manner
Own intake and prioritization of all IT requests against a known team capacity model; partner with sales, delivery, and business unit leaders to set realistic commitments and communicate trade-offs
Lead the Major Incident Management process, coordinating response efforts, facilitating stakeholder communication, and driving resolution for high-severity incidents from initiation through post-incident review
Chair the Change Advisory Board (CAB) meetings and own all aspects of the Change Management process, including reviewing, approving, scheduling, and ensuring proper implementation of changes
Serve as the primary point of contact for escalations from business units regarding technical issues, ensuring timely resolution and proactive communication throughout the escalation lifecycle
Run IT initiatives and cross-team workstreams as structured projects: maintain a portfolio view across active work, track scope, timeline, dependencies, and risk, and provide a clean weekly status to leadership
Define, own, and report on operational metrics including MTTR, ticket aging, SLA attainment, backlog health, and repeat-incident rate; build and maintain the dashboards that drive team accountability and continuous improvement
Partner across ITS lanes (infrastructure, applications, security, end-user support) to ensure ownership is clear, dependencies are managed, and work does not fall between teams
Develop, maintain, and communicate detailed resource plans and schedules to ensure adequate team coverage and consistent service delivery
Provide training, coaching, and mentoring to team members to support ongoing professional development and service excellence
Monitor team performance against established SLAs and KPIs; provide regular operational reports and metrics to the Director of IT and other key stakeholders
Facilitate strong communication among team members and cross-functional stakeholders to promote collaboration and transparency
Evaluate staffing needs and actively participate in recruiting, interviewing, and onboarding of new team members
Continuously evaluate and improve operational processes, procedures, and documentation to enhance service delivery efficiency and quality
Leverage AI and automation to improve operational efficiency in triage, routing, knowledge management, and incident response
Collaborate with the Director of IT on strategic initiatives, operational planning, and technology roadmap execution
Maintain and enforce IT policies, standards, and best practices across the operations team
Support the rollout of new company technologies and tools to the broader organization in coordination with the Engineering team
Competencies:
- Ensures Accountability
- Tech Savvy
- Communicates Effectively
- Values Differences
- Customer Focus
- Resourcefulness
- Drives Results
- Plans and Prioritizes
- Decision Quality
- Self-Development
Work Environment:
This position is based in a professional office setting and regularly utilizes workplace technology, including computers, smartphones, multifunction printers, cloud-based filing systems, and collaboration tools.
Physical Demands:
This role requires physical capabilities that support the successful execution of key responsibilities. The employee regularly engages in verbal and written communication with colleagues and clients to address project-related inquiries and must convey accurate information clearly and efficiently. The position involves remaining seated at a workstation for approximately 75% of the time, with occasional movement throughout the office to access equipment, supplies, and shared resources. Daily tasks include consistent use of computers and standard office technology such as keyboards, printers, and multifunction devices. The role also involves transporting equipment boxes weighing up to 25 pounds within the building and to other off-site locations as needed for project support.
Required Education and Experience:
Bachelor’s Degree or equivalent work experience
5+ Years of Experience
Qualifications:
5+ years of IT operations or IT support experience, with at least 2 years in a management or supervisory role
Proven experience managing Incident Management processes, including leading Major Incident response from identification through post-incident review
Demonstrated experience chairing Change Advisory Board (CAB) meetings and managing end-to-end Change Management processes
Demonstrated TPM or program management experience running structured workstreams with formal scope, timeline, dependency, and risk tracking, and clear weekly reporting to leadership
Experience running daily standups and weekly operations reviews as the primary cadence for driving team output and stakeholder visibility
Experience building and operating intake and capacity models for IT or technical operations teams
Experience defining and reporting on operational metrics and dashboards (MTTR, ticket aging, SLA attainment, backlog health, repeat-incident rate), not just consuming pre-built ones
Strong working knowledge of ITIL framework and best practices; ITIL Foundation certification preferred
Experience managing Desktop Support and/or Engineering teams in a dynamic, fast-paced environment
Strong ability to manage ticket queues, prioritize work effectively, and allocate resources to meet SLA commitments
Excellent verbal and written communication skills, with the ability to engage effectively with both technical and non-technical stakeholders at all levels
Proven ability to manage and resolve escalations from business stakeholders with professionalism, urgency, and clear communication
Experience with IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or similar tools
Ability to lead cross-functional teams and drive resolution under high-pressure situations during major incidents or outages
Strong analytical, problem-solving, and decision-making skills
Experience managing teams in a hybrid or distributed work environment
Comfort applying AI and automation tooling to operational workflows such as triage, routing, knowledge management, and incident response
Knowledge of Microsoft 365 administration, Azure Entra ID (or equivalent SSO), Azure, AWS, and enterprise networking technologies is a plus
Knowledge of Software Development processes and technologies
Comfortable performing in a fast-paced, high-volume environment while managing multiple concurrent priorities
Self-directed with strong organizational skills and the ability to communicate findings and drive operational improvements effectively
AAP/EEO Statement:
3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status or any other category that is protected by applicable law.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
