Onsite IT Operations Manager

Onsite IT Operations Manager

Position Summary

We are seeking an experienced IT Operations Manager to lead IT service management operations for the Orange County Transportation Authority's (OCTA) 405

Express Lanes Customer Service Center. This role requires an ITIL v4 leader with a focus on continual service improvement and support process optimization, who will oversee WSP-managed technologies and lead service desk functions to ensure optimal technology performance and customer service delivery.

Key Responsibilities

IT Service Management & Architecture

• Oversee day-to-day IT service management for WSP-managed technologies within the Customer Service Center environment
• Design and implement monitoring and management tools architecture to provide comprehensive system oversight
• Ensure high availability and performance of critical systems supporting customer service operations
• Monitor system performance using advanced analytics and proactively address potential issues before they impact operations
• Maintain information security controls in accordance with NIST Cybersecurity Framework and ISO 27001 standards

Service Desk Leadership

• Lead, manage, and improve core IT operations management functions to ensure the onsite service desk team delivers exceptional IT support and end user experiences.
• Maintain service desk operations in full alignment with ITIL v4 framework principles
• Implement and optimize ITIL v4 processes including Incident Management, Problem Management, Change Management, and Service Request fulfillment
• Manage and optimize ITSM tools including JIRA Service Management and Connect Wise platforms
• Define and monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
• Ensure first-call resolution rates meet or exceed established targets

Continual Service Improvement & Process Optimization

• Lead ITIL v4 continual service improvement initiatives to enhance service delivery and operational efficiency
• Drive support process optimization through data analysis, workflow refinement, and automation implementation
• Conduct regular service reviews and implement corrective actions based on performance metrics
• Establish feedback loops and measurement frameworks to identify improvement opportunities
• Champion best practices adoption and process standardization across all service delivery functions

Security & Compliance Management

• Ensure compliance with information security policies and implement security controls per NIST and ISO standards
• Conduct security assessments and maintain documentation for audit purposes
• Coordinate security incident response and implement preventive measures
• Manage access controls and user provisioning processes

Required Qualifications

Education & Experience

• Bachelor’s degree in information technology, Computer Science, or related field
• Minimum 5-7 years of IT service management experience with focus on process optimization
• 5+ years in a leadership or supervisory role managing IT support teams
• Experience working in a high-touch customer service or call center environment preferred

Technical Skills

• ITIL v4 Foundation certification required; higher-level ITIL v4 certifications strongly preferred
• Proven expertise in continual service improvement methodologies and support process optimization
• Experience designing and implementing monitoring and management tools architecture
• Hands-on experience with ITSM tools including JIRA Service Management, Service Now and/or Connect Wise Manage
• Strong knowledge of information security controls and frameworks (NIST Cybersecurity Framework, ISO 27001)
• Proficiency with WAN, LAN, WLAN and Azure Cloud Data Network management and design best practices

Leadership & Soft Skills

• Proven ability to lead and motivate technical teams in a process-driven environment
• Excellent communication skills with ability to interact across project organizational levels
• Strong analytical thinking and data-driven decision-making capabilities
• Customer service-oriented mindset with focus on end user experience
• Ability to work under pressure and manage multiple priorities effectively
• Experience with Incident / Event, Problem and Change Management process improvement initiatives

Preferred Qualifications

• ITIL…