IT Operations Manager

IT Operations Manager

The purpose of this role is to oversee the customer experience by delivering quality service and ensuring customer satisfaction. This includes managing the IT Service Desk operations, handling incidents and requests, and ensuring the smooth execution of core IT Service Management processes such as Major Incident, Problem, Change, Configuration Management, and Disaster Recovery.

Location: Ramsey, Minnesota, or Fargo, North Dakota

Work Arrangement: This role requires 3 days/week in the office at one of the office locations listed above.

The salary range for this role is between $100,000-$145,000, depending on experience and location.

Your New Role:

• Lead IT service delivery in alignment with enterprise IT strategy, ensuring high-quality, reliable services across the organization.
• Own Incident and Request Management processes, driving performance, customer satisfaction, and continuous service improvement.
• Partner with stakeholders and vendors to deliver effective, efficient IT services and meet agreed service levels.
• Oversee data center and IT facility operations, ensuring environmental stability across power, temperature, and infrastructure.
• Maintain physical security of IT facilities, including access controls and risk mitigation measures.
• Develop and implement policies and procedures to support reliable data center and service operations.
• Ensure business continuity by supporting disaster recovery planning and execution.
• Lead and develop teams, including workforce planning for coverage in a 24/7 operational environment.
• Manage risks across IT services and infrastructure, conducting audits and driving compliance with internal and external standards.
• Oversee budgets, forecasting resource needs and ensuring cost-effective operations.
• Drive continuous improvement initiatives across both service management and infrastructure operations.

Required Education

• Bachelor's Degree or equivalent combination of education and work experience
• Degree in Computer Science, Civil Engineering, Management Information Systems, Software Engineering or related field preferred
• ITIL V3 foundation certificate required.

Required Experience

• 7+ years relevant experience

Preferred Competencies/Skills

• Anticipate obstacles by identifying root causes and developing effective solutions
• Analyze risks, benefits, and opportunities to support long-term organizational goals
• Manage vendor relationships and oversee complex project delivery
• Lead, coach, and develop team members while providing clear performance feedback
• Develop, implement, and evaluate policies, ensuring compliance with established processes
• Coordinate logistics and operational support for IT facilities, including equipment oversight to prevent disruptions
• Communicate clearly and professionally across stakeholders
• Remain composed and decisive in fast-paced, unpredictable environments
• Adapt to change and guide others through evolving priorities
• Manage multiple projects and responsibilities concurrently and effectively
• Maintain availability to support data center operations as needed

Preferred Experience

• Experience managing data centers in multiple locations
• Experience managing or leading others in a service oriented process driven environment

Preferred Knowledge

• Advanced knowledge of principles, strategies and best practices for the management and support of data centers and IT facilities
• Advanced knowledge of principles and methods for ensuring security and environmental stability within data centers and IT facilities
• Business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources
• Fundamental IT concepts, systems, platforms, tools and technologies, hardware, software and services

QBE, a global insurance leader, is the proud parent company of NAU Country Insurance Company. NAU Country writes in 48 states and has nine locations nationwide. Together, we combine the history, expertise, innovation, and a shared commitment to excellence to provide unparalleled insurance solutions to our customers and communities worldwide.

Compensation Package: The salary range for this role is provided above. This is the national range for location(s) listed. The salary offer will be decided based on the role's complexity, its location, and the candidate's professional background, including their education and experience. Beyond the base salary, regular full-time and part-time employees will also be eligible for QBE's annual discretionary bonus plan based on business and individual performance. We encourage all candidates to apply, even if their salary expectations fall outside of this range, as we are committed to finding the right fit for our team.

QBE Benefits: We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to:

• Hybrid Working – a mix of working from home and in the office
• 22 weeks of paid leave for family growth, with 12 weeks available to all parents on a gender-equal basis
• Competitive 401(k) program with company match up to 8%
• Well-being program including holistic wellbeing coaching, gym membership, confidential counselling, financial and legal advice
• Tuition Reimbursement for professional certifications, and continuing education
• Employee Network and Community – QBE actively supports six Employee Networks, and many ways to give back to your community

To learn more, click here: Benefits | QBE US.

Why QBE? What if you could have a positive impact – at work and in the world?

At QBE, we're enabling a more resilient future – for our customers, communities, environment, and for our people. We're building momentum to achieve something significant and know our people are at the center of our success.

Our industry offers interesting and varied careers where you can help people to protect what matters most. As part of the QBE team, you'll get to spend every day working with people who are passionate, talented and kind. And our international scale means we're big enough for your ambitions, yet small enough for you to make a real impact.

Join us now, so you can be part of our success – and we can be part of yours!

Skills: Communication, Critical Thinking, Customer Value Management, Financial Systems, Global IT Infrastructure, Intentional collaboration, IT Service Management (ITSM), Managing performance, Negotiation, Process Improvements, Risk Management, Services Management, Stakeholder Management, Team Management, Technical Support

How to Apply: To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity: QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.