Computer Operations Manager

Job Description

Job Description

Benefits:

• Competitive salary

Location
Onsite: Tallahassee, FL
Travel Required: 25% - 40% to FDOT locations

Experience Level
Senior Level (7+ Years)

Position Overview
The IT Service Delivery Manager is responsible for leading and managing enterprise IT operations, service delivery, end-user support, infrastructure deployments, and technical support teams. This role oversees daily operational activities, IT service management processes, asset lifecycle management, service desk operations, and technical staff while ensuring compliance with organizational standards, SLAs, and security requirements. The ideal candidate combines strong technical operations expertise with leadership, customer service, and process improvement experience.

Key Responsibilities

IT Service Delivery & Operations

• Lead delivery of IT services across the organization to ensure alignment with business objectives and service expectations.
• Manage daily activities of technical support teams, including scheduling, prioritization, incident response, and operational support.
• Ensure service level agreements (SLAs) are achieved and service performance targets are met.
• Monitor system availability, performance, and operational effectiveness.
• Oversee incident, problem, change, and request management processes.

Team Leadership & Staff Management

• Lead, mentor, and develop supervisors, team leads, and technical support staff.
• Conduct performance reviews, coaching sessions, and training activities.
• Support workforce planning, succession planning, and team development initiatives.
• Foster a customer-focused and high-performance team environment.

End User Support & Field Services

• Oversee desktop, laptop, mobile device, printer, and server support activities.
• Support hardware and software installation, upgrades, configuration, and patching.
• Manage ticket queues and ensure timely issue resolution.
• Provide advanced troubleshooting and escalation support.
• Travel to remote locations for deployments, support, and issue resolution.

Infrastructure & Technology Support

• Coordinate enterprise software deployments, upgrades, and patch management activities.
• Support infrastructure, networking, telecommunications, and endpoint technologies.
• Collaborate with infrastructure and application teams to deploy and support new technologies.
• Assist with business continuity and disaster recovery planning activities.

IT Asset & Lifecycle Management

• Oversee deployment, maintenance, and lifecycle management of enterprise IT assets.
• Maintain operational standards and documentation.
• Ensure accurate inventory management and asset tracking.

Service Improvement & Governance

• Develop and implement operational procedures, best practices, and service management standards.
• Drive continuous improvement initiatives focused on efficiency, service quality, and customer satisfaction.
• Ensure compliance with organizational policies, security requirements, and regulatory standards.
• Document technical solutions, operational procedures, and knowledgebase articles.

Network & Telecommunications Support

• Provide advanced support for network and telephony environments.
• Coordinate troubleshooting activities between technical teams and vendors.
• Support enterprise connectivity and communication systems.

Required Qualifications

• Associate’s or Bachelor’s Degree in Computer Science, Information Systems, or a related field, or equivalent experience.
• 7+ years of IT operations, infrastructure, service delivery, or technical support experience.
• Experience leading technical teams and managing service delivery operations.
• Experience supporting multi-platform IT environments.
• Experience with: 
  • Incident Management
  • Problem Management
  • Change Management
  • Request Fulfillment
  • Service Desk Operations
• Experience managing IT assets and endpoint deployments.
• Experience supporting enterprise desktop, mobile, server, and network environments.
• Strong troubleshooting and customer support skills.
• Ability to lift up to 50 pounds and perform physical support activities as required.

Preferred Qualifications

• ITIL Foundation or similar IT Service Management certification.
• Experience supporting government or public-sector organizations.
• Experience leading enterprise-wide technology deployments.
• Experience with business continuity and disaster recovery planning.
• Experience managing field support operations across multiple locations.

Core Skills

• IT Service Delivery
• Service Desk Management
• Incident Management
• Change Management
• Problem Management
• Asset Lifecycle Management
• Desktop & Mobile Support
• Infrastructure Operations
• Network & Telephony Support
• Patch Management
• Software Deployment
• Vendor Management
• Team Leadership
• Customer Service
• Process Improvement
• SLA Management
• Business Continuity Planning
• Technical Documentation
• Quality Assurance
• IT Operations Management