Computer Operations Manager - COM 26-09879

Job Title: Computer Operations Manager
Location: Celebration, FL
Duration: 12+ Months

Job Summary

We are seeking an experienced Computer Operations Manager to lead and oversee daily IT operations, ensuring efficient service delivery, system reliability, and high customer satisfaction. This role involves managing technical teams, supporting infrastructure, and driving continuous improvement across IT service operations.

Key Responsibilities

• Manage and coordinate daily activities of the technical team, including scheduling, monitoring, and incident response
• Ensure operational support coverage and adherence to Service Level Agreements (SLAs)
• Monitor system performance and ensure timely issue resolution
• Develop and maintain operational standards, procedures, and best practices
• Ensure compliance with internal policies, regulatory requirements, and industry standards
• Plan and support integration of new technologies into the environment
• Collaborate with infrastructure and application teams for seamless deployments
• Lead, mentor, and develop supervisors, project leaders, and technical staff
• Conduct performance evaluations, training, and succession planning
• Contribute to business continuity and disaster recovery planning
• Drive continuous improvement initiatives to enhance service delivery

Technical & Operational Duties

• Provide end-user support including installation, configuration, upgrades, and patching of hardware and software
• Monitor service desk queue and resolve assigned tickets
• Document issues, resolutions, and technical processes
• Perform advanced network and telephony support
• Provide on-site and remote troubleshooting support
• Travel between locations as required (25% 40%)

Primary Duties

• Lead IT service delivery aligned with business needs and service expectations
• Oversee lifecycle management of IT assets (desktops, laptops, mobile devices, printers, servers)
• Implement IT service management processes (incident, problem, change, request management)
• Coordinate enterprise-wide software rollouts, updates, and patching
• Improve service desk performance and ensure high customer satisfaction
• Ensure adherence to IT policies, procedures, and security standards
• Document solutions and technical processes
• Travel to remote sites for support and deployments as required
• Perform additional duties as assigned

Education

• Associate s or Bachelor s Degree in Computer Science, Information Systems, or a related field
• Equivalent work experience may be considered

Experience

• Minimum 7 years of IT experience in multi-platform environments
• Experience managing IT operations and technical teams

Key Skills & Competencies (KSAs)

• Initiative: Ability to manage workload independently and meet deadlines
• Communication: Strong verbal and written communication skills
• Customer Service: Ability to understand and address customer needs effectively
• Decision Making: Strong analytical and critical thinking skills
• Flexibility: Adaptability to changing environments and priorities
• Interpersonal Skills: Professional and collaborative approach
• Leadership: Ability to motivate and guide teams effectively
• Problem Solving: Strong troubleshooting and decision-making abilities
• Team Building: Ability to foster collaboration and teamwork
• Quality Assurance: Understanding of QA processes, tools, and methodologies

Additional Requirements

• Ability to lift up to 50 lbs
• Ability to climb ladders, squat, stoop, push, crawl, and bend
• Ability to work in various environmental conditions