Information Technology Operations Manager

General Purpose

The Information Technology (IT) Operations Manager, reporting to the IT Director, is a full-time, on-site role based in South Haven, IN. The IT Operations Manager is responsible for managing the daily operations and service delivery of the City's IT systems. This role ensures reliable and secure operation of systems, supervises IT technical staff, and leads operational implementation of the IT Director's strategy, priorities, and policies.

The IT Operations Manager is the primary operational escalation point for IT issues, including after-hours response, and is responsible for maintaining an after-hours/on-call support program for IT services. This position does not replace the responsibilities of the IT Director and does not serve as the City’s chief information technology executive.

• Directly supervise system administrators and other IT technical staff.
• Implement policies and standards established by the IT Director.
• Oversee daily operations of IT systems including network infrastructure, servers, endpoints, email systems, applications, and cloud services and website.
• Ensure proactive monitoring, patching, backup execution, and maintenance tasks are completed reliably and documented.
• Manage ticketing operations including triage, prioritization, escalation, and response time expectations.
• Direct and coordinate troubleshooting and incident response for IT outages, user impact incidents, and service degradation.
• Create, maintain, and update operational documentation, procedures, and system inventories.
• Assign workloads, set operational priorities, and ensure staff coverage for daily operations.
• Provide mentorship, training, feedback, and performance evaluations.
• Identify staffing gaps, recommend hiring, and recommend disciplinary actions to the IT Director.
• Serve as the primary after-hours escalation point and ensure timely response to urgent system issues.
• Manage a shared on-call program, and ensure staff participation, schedule fairness, and documentation.
• Ensure operational execution of security practices including user provisioning, least-privilege access, endpoint protections, logging, and alert response.
• Escalate security incidents immediately and coordinate remediation efforts as defined by policy.
• Support audits, compliance requirements, and documentation activities.
• Execute IT projects as assigned by the IT Director including system upgrades, deployments, replacements, and migrations.
• Maintain project schedules, implementation documentation, and change management communications.
• Identify operational improvement opportunities and recommend changes for efficiency and reliability.
• Maintain operational performance metrics (tickets, uptime, response times, maintenance schedules, recurring incidents).
• Provide operational reports and performance analysis to the IT Director.
• Present operational metrics to leadership when delegated by the IT Director.
• Oversee the operation of the Broadcasting Department, ensuring all required meetings and events are broadcasted/streamed and recorded as required.
• All other duties as assigned

Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Five (5) or more years of experience in IT operations and leadership (or equivalent combination).
• Strong knowledge of IT infrastructure, networking, and system administration.
• Experience with cybersecurity, data protection, and compliance standards.
• Excellent leadership, communication, and project management skills.

• File servers;
  Email servers;
  Storage servers;
  Web servers;
  Basic office equipment.
• Hand tools and small power tools

The position requires sitting, standing, walking, reaching, twisting, turning, kneeling, bending and stooping in the performance of daily activities. Also requires grasping, repetitive hand movement and fine coordination in preparing reports using a computer keyboard. The employee must occasionally lift and or move up to 50 pounds.

The City of South Haven is a drug‑free workplace. Normal office environment with little discomfort due to noise, dirt, dust, and…