IT Operations Manager

FUNDING NOTICE: The position will be reviewed by March 31st annually to determine funding availability in the new fiscal year beginning July 1st annually.  

NOTE: The IT Operations Manager will be issued a mobile device to manage day, evening, and weekend programming at various agency sites.  This position will also be responsible for attending early morning, evening, and weekend events as assigned.  Schedule subject to change with some early morning, evening, and weekend work as assigned by the supervisor. 

SUMMARY

The IT Operations Manager is responsible for ensuring the reliability, performance, and security of the organization’s technology environment. This role oversees daily IT operations, manages infrastructure and support teams, and ensures that technology services align with operational needs. Reporting to the COO, the IT Operations Manager plays a critical role in maintaining business continuity, improving service delivery, and driving operational efficiency across the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties within the scope of this position may be assigned.  

Operational Leadership

• Oversee day‑to‑day IT operations, including infrastructure, networks, cloud environments, and end‑user systems.
  
• Lead and manage the IT support/helpdesk team to ensure timely and effective service delivery.
  
• Develop, implement, and enforce IT operational policies, procedures, and standards.
  
• Monitor system performance, uptime, and service levels; implement improvements as needed.
  
• Coordinate and manage day-to-day vendor coordination with outside vendors. 
  

Infrastructure & Systems Management

• Manage the maintenance, configuration, and optimization of servers, networks, storage, and cloud platforms.
  
• Oversee patching, updates, and lifecycle management of hardware and software assets.
  
• Ensure reliable backup, disaster recovery, and business continuity processes.
  
• Coordinate with vendors and service providers to ensure high‑quality service and cost‑effective solutions.
  

Security & Compliance

• Implement and maintain operational security controls, including access management, endpoint protection, and system hardening.
  
• Support compliance with regulatory requirements, internal audits, and risk management initiatives.
  
• Respond to and manage operational security incidents in collaboration with internal or external  
  

• Establish and track KPIs for IT service delivery, including ticket resolution times, system uptime, and user satisfaction.
  
• Ensure consistent, high‑quality support for all employees and business units.
  
• Oversee onboarding/offboarding processes related to IT access and equipment.
  

Project & Process Management

• Lead IT operational projects, including upgrades, migrations, and system improvements.
  
• Identify opportunities for automation and process optimization across the organization.
  
• Collaborate with cross‑functional teams to support operational initiatives and technology needs.
  

SUPERVISORY RESPONSIBILITIES

As directed by the supervisor. 

SAFETY RESPONSIBILITIES

In addition to complying with the guidelines for all associates:

Comply with all Federal, State and Local regulatory standards and procedures.

Ensure that all associates are trained in HRCAP’s Safety Policies, Rules, and Regulations; trained for the jobs, they will be performing; trained for the equipment, they will be using, and understand the potential safety hazards in their work area.

Ensure that applicable personal protective equipment is available, in proper operating condition, and used for each job performed.

Ensure that equipment is in safe operating condition and that all safeguards are in place.

Constantly monitor the work area, conduct periodic safety inspections of your area and take immediate corrective action when working areas and practices are deemed to be unsafe, or deficiencies are found.

Conduct accident/incident/near miss investigations promptly and thoroughly and initiate procedures to prevent reoccurrence.  

Immediately report accidents/incidents/near misses to Human Resources and the department director.

Be accountable for all staff who are out on lost time accidents and actively initiate light duty return to work as soon as possible.

Be accountable for the failure of all staff who fail to follow safety rules and regulations, and acceptable work practices.

Discipline those who disregard safe work practices and procedures.  

INFORMATION PRIVACY AND SECURITY

This associate may have access to Confidential Information (CI) and is required to be familiar with the HRCAP’s Privacy policy related to the handling of CI, and follow all related procedures required to protect the privacy and security of CI.

QUALIFICATIONS

Working knowledge of the principles and practices of workforce and economic development, business administration, organizational behavior, organizational development, strategic planning, resource allocation, public relations, and leadership techniques; proven facilitator, trainer, instructor, or effective teaching experiences. Demonstrated oral and written communication skills as well as proven presentation skills; Moderate to advanced computer literacy including proficiency using word processing, presentation, and spreadsheet applications and experience with successful marketing and recruitment efforts. 

Required

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
  
• 5+ years of experience in IT operations, infrastructure management, or related roles.
  
• 2+ years of leadership or supervisory experience.
  
• Strong knowledge of networks, servers, cloud platforms (e.g., Azure, AWS), and IT service management.
  
• Experience with ITIL practices and service management frameworks.
  
• Strong troubleshooting, analytical, and problem‑solving skills.
  
• Excellent communication and stakeholder‑management abilities.
  
• Criminal and record check required. 
  

Preferred

• ITIL, CompTIA Network+, Security+, or similar certifications.
  
• Experience in a multi‑site or distributed environment.
  
• Experience supporting operationally intensive organizations (manufacturing, logistics, healthcare, etc.).
  

CERTIFICATES, LICENSES, REGISTRATIONS

Current state driver’s license, proof of current auto insurance coverage, satisfactory driving record and working vehicle required. 

PHYSICAL DEMANDS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Lifting 50 pounds maximum with frequent lifting and/or carrying objects weighing up to 25 pounds.

WORK ENVIRONMENT

There are no unusual work environment characteristics associated with performing the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MODERATE

Occasionally exposed to extreme atmospheric conditions (temperature, noise, fumes, dust, etc.)

WORK CONDITIONS 

N/A

                          STANDARDS FOR MEASURING PERFORMANCE

The effectiveness of the performance of the IT Operations Manager will be measured by the following standards:

1.     Operational reliability 25% uptime %, incident reduction

2.     Service Delivery 20%, SLA compliance, ticket metrics 

3.     Infrastructure Management 15%, patch compliance, backup success  

4.     Seucrity and Risk Management 15%, endpoint compliance, audit results

5.     Process Improvement 10%, automation, documentation

6.     Project Delivery 10%, on-time/on-budget

7.     Leadership 5%, team performance, communication

12 - Month

Hampton Roads Community Action Program (HRCAP) offers a comprehensive benefits package for full-time employees, effective the first day of the month following your hire date. Benefits include:

·         Paid Time Off:

o    10 days of annual leave per year (accrued bi-weekly) for the first five years

o    Sick leave accrued at 5 hours per pay period

o    1 paid day off annually for your birthday

o    11 paid holidays, including major federal holidays

·         Health & Wellness:

o    Medical, dental, and vision insurance available for employees and dependents

o    HRCAP covers 75% of health insurance premiums

o    Coverage begins the first of the month after hire

o    Pre-tax premium deductions via Section 125 Plan

·         Retirement:

o    403(b) retirement plan with a dollar-for-dollar match up to 3% after one year of service

Additional details are provided in the HRCAP Employee Handbook and Summary Plan Documents.