IT Operations Sr. Manager

Senior Manager, IT OperationsThe Senior Manager, IT Operations is accountable for the strategy, performance, and continuous improvement of enterprise and field technology support. The role leads the Enterprise Service Desk, Field Services, end-user support, workplace technology, and assigned IT service management functions.Serving both corporate and midstream operations, this leader builds strong teams, establishes clear accountability, and delivers reliable, secure, and cost-effective services across office, field, and operational environments.JOB DUTIES & KEY RESPONSIBILITIES:Enterprise Service Desk & Corporate Support Own the Enterprise Service Desk as the central point for intake, triage, communication, and escalation across corporate and field operations.Own the executive support function, including service standards, coverage, escalation, communications, and coordination for senior leadership and executive meetings.Set service levels, staffing, quality standards, operating procedures, and performance measures for corporate business functions, executives, and 24x7 field operations.Integrate Service Desk, corporate support, executive support, and Field Services workflows to eliminate delays, duplicate effort, and weak handoffs.Improve first-contact resolution, fulfillment speed, self-service, knowledge use, and support for office-based, executive, remote, and operationally critical users.Field Operations Leadership & IT/OT Partnership Lead Field Services across pipelines, terminals, plants, field offices, remote facilities, control environments, and the mobile workforce.Set regional coverage, remote-support, and escalation models for operationally critical locations.Align support with operational priorities, safety requirements, site access, work permits, outage windows, and maintenance schedules.Establish clear ownership and handoffs across IT, Field Operations, and OT.Lead technology support for new facilities, expansions, acquisitions, site moves, construction, turnarounds, and OT deployments.Maintain field-support readiness for severe weather, emergency response, and business continuity events.Service Operations & Major Incident Leadership Own end-to-end support performance across Service Desk, Field Services, executive support, and workplace technology.Coordinate the support organization's response to major incidents affecting workforce productivity or field operations, supporting escalation, stakeholder communication, service restoration, and post-incident review.Partner closely with Infrastructure, Server, Network, Cybersecurity, Cloud, and Enterprise Applications teams to coordinate support activities, drive service improvements, and resolve complex operational issues.Use operating metrics to expose trends, aging work, repeat incidents, service risk, and capacity constraints.Endpoint, Mobility & Workplace Technology Operations Own endpoint support, provisioning, refresh, mobility, collaboration, conferencing, printing, and workplace technology services across corporate and field environments.Ensure workplace technology and field devices fit business requirements, environmental conditions, mobility, limited connectivity, and operational work patterns.Oversee onboarding, offboarding, deployment, recovery, break/fix, warranty, and secure disposition.Partner with endpoint engineering, cybersecurity, application owners, and business leaders to improve security, reliability, standardization, and supportability.Maintain inventory accuracy and asset tracking across corporate offices, field locations, warehouses, and remote facilities.Establish and enforce cycle-count standards, investigate variances, and drive timely reconciliation and corrective action.IT Service Management & Continuous Improvement Manage assigned Incident, Request, Problem, Knowledge, Service Level, and Continual Improvement practices.Apply ITIL foundations and relevant industry practices to improve service consistency, accountability, and outcomes without unnecessary administrative burden.Use operational data, customer feedback, root-cause analysis, and lessons learned to set priorities and measure results.Maintain a service improvement roadmap tied to business priorities, operational risk, and measurable outcomes.Drive automation, self-service, AI-assisted support, remote support, workflow optimization, and knowledge management where they improve service, speed, or cost.People Leadership & Decision Making Build and develop high-performing Service Desk and Field Services teams across a distributed operating footprint.Set clear priorities, decision rights, performance expectations, and escalation responsibilities.Strengthen capability through workforce planning, succession, cross-training, field exposure, and knowledge transfer.Make timely decisions that balance safety, operational impact, cybersecurity, user experience, cost, and long-term supportability.Anticipate material risks, challenge assumptions, and present clear recommendations to Technology and Operations leadership.Financial Planning, Vendor & Portfolio Support Contribute to operating and capital planning for support operations, end-user technology, tools, lifecycle programs, vendors, and managed services.Develop investment recommendations tied to operational continuity, productivity, risk reduction, scale, service improvement, or cost avoidance.Support vendor selection, contract and renewal reviews, service-performance management, and commercial evaluations.Maintain support technology roadmaps, standards, lifecycle plans, priorities, risks, and performance outcomes.Maintain asset, licensing, audit, security, and records controls across assigned services.Stakeholder Partnership & Communication Represent corporate and field support requirements in strategy, standards, projects, and investment decisions.Communicate service health, incidents, risks, priorities, investments, and results to business, field, technical, and executive leaders.Maintain direct engagement with corporate business leaders, operational leaders, and service partners to validate performance and identify emerging needs.Other duties as assigned.MINIMUM ESSENTIAL QUALIFICATIONS:Bachelor's degree in Information Technology, Computer Science, Business, Engineering, or a related field, or equivalent experience.10+ years of progressive IT operations, enterprise support, field services, end-user support, or service delivery experience, including 5+ years leading distributed teams.Proven leadership of Service Desk, corporate support, and Field Services in a complex, multi-site environment; industrial or energy experience is strongly preferred.Demonstrated success managing ownership, dependencies, changes, and incidents across Corporate IT, Field Operations, and OT.Ability to set strategy, execute at scale, lead change, and deliver measurable operating results.Operational Leadership: Delivers reliable, secure support across corporate and field operations.Enterprise and IT/OT Leadership: Establishes clear ownership, decision rights, and accountability across Corporate IT, business functions, Field Operations, and OT.Execution: Converts strategy into operating plans, clear measures, and sustained results.Business Judgment: Balances business needs, operational risk, cybersecurity, service, cost, and long-term supportability.Executive Communication: Frames issues, options, decisions, and results with clarity and credibility.