Manager, IT Operations

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BITCO Corporation is currently seeking a Manager, IT Operations to join our IT Operations team in Davenport, IA
. BITCO provides quality insurance services to special industries including construction, forest products, and oil & gas. This position is eligible for a hybrid work schedule.

The Manager, IT Operations is responsible for overseeing all aspects of BITCO's Service Desk, Mainframe Administration, and Production Control policies and processes. This role combines hands‑on technical activities with leadership responsibilities, managing a team of service technicians, vendors/partner relationships, mainframe administrators, and department‑wide policies and processes while utilizing metrics in each area.

• Directs and supervises the work of Computer Operator Mainframe Support, Service Technicians, and vendors/partners specific to these areas, ensuring quality, quantity, and timeliness of work to meet departmental and organizational goals.
• Manages the day‑to‑day work assignments of these teams, ticket completion/updating, work distribution/balancing, and implements QA processes to ensure customer satisfaction.
• Focuses on the reporting of efficiency and effectiveness of Service Desk operations.
• Oversees the ticketing system to ensure issues are triaged, assigned, and resolved in a timely and accurate manner across the department.
• Serves as the point‑of‑escalation for aging, complex, high‑priority, or recurring technical issues that cannot be resolved by the front‑line team members.
• Prepares reports and maintains detailed metrics across the organization to ensure responsiveness to the business and visibility for IT leadership.
• Establishes and maintains service desk policies and processes such as incident management, problem management, change management, and production control management based on ITIL framework.
• Defines, tracks, and analyses key performance indicators/metrics such as first‑call resolution rate, aging, MTTR, SLA adherence, ticket volume by category, escalation rate, trend analysis, and CSAT score, and reports to demonstrate performance and identify trends across all of IT.
• Facilitates quarterly service desk reviews with HO functional leaders and virtually with Regional Office leaders to understand needs of their teams.
• Ensures the Service Desk maintains a comprehensive and up‑to‑date knowledge base, troubleshooting guides, procedures, and solutions to common issues.
• Analyzes trends in tickets to identify recurring issues and recommends long‑term improvements to the IT portfolio serving the business.
• Collaborates across the company to ensure smooth IT onboarding and offboarding processes for employees, ensuring auditable processes, appropriate accounts and permissions, workstation setup, initial training, and efficient exiting employee processes.
• Directly manages a team of computer operators, including shift management, nightly job processing, production application monitoring, and initial response to mainframe production issues.
• Implements an effective production monitoring environment and issue escalation processes through runbook documentation.
• Communicates and coordinates across the organization to implement an effective and auditable change management and production control/major problem review (MPR) process governing all production issues.
• Plans, communicates, and coordinates routine maintenance activities such as system IPLS, software patching, hardware upgrades, etc.
• Supervises the execution and monitoring of production batch jobs, ensuring scheduled jobs run on‑time and utilizing automation tools where possible.
• Serves as a BITCO IT Management liaison with vendors/partners over the Service Desk and Mainframe administration to ensure system availability and accessibility, performing quarterly business reviews to ensure SLAs are contractually fulfilled.
• Manages, partners, and works to ensure IT environments, processes, and policies meet all regulatory and internal compliance standards (SOX, PCI, GITC, SDLC) and serves as a point‑of‑contact during internal and external audits.
• Manages the consistent review,…