Systems Operations Manager; Fully Remote - U.S

Department: Enterprise Technology Services (ETS)

Reports to: Associate Vice President of Enterprise Technology Services

Salary: $102,000 - $120,000 per year

Location: Remote within the United States, with occasional travel to Brattleboro, VT and/or Washington, DC as needed (typically less than 10%). No other travel is required.

Working Hours: Primarily aligned to U.S. Eastern Time to support ETS leadership, operations teams, and business stakeholders.

The Systems Operations Manager provides leadership and operational oversight for World Learning's technology operations teams, directly supervising a small, skilled, geographically dispersed team that includes the Service Desk and Systems Administration functions. The role focuses on strategic planning, project management, process improvement, stakeholder communication, and providing guidance and coordination across day-to-day operations and projects.

The role works closely with the Associate Vice President and the Associate Director of Enterprise Technology Services, who oversees the applications team, to ensure integrated, reliable service delivery across ETS. As an integral part of ETS leadership, the Systems Operations Manager works collaboratively across teams and fosters a respectful, inclusive environment.

This role balances three key areas: day-to-day team leadership and coordination, leading major technology projects (including a significant student information system migration), and providing occasional hands‑on technical support for high-priority incidents and complex escalations to ensure continuity of service.

• Provide direct supervision, mentoring, and support to the Service Desk and Systems Administration teams.
• Foster a collaborative, knowledge‑sharing team culture across operations teams.
• Oversee hiring, onboarding, professional development, and performance reviews.
• Develop staffing plans and manage resource allocation across operational and project responsibilities.
• Provide leadership development and career guidance for team members.

• Collaborate with ETS leadership in shaping and executing strategic technology initiatives.
• Lead capacity planning to ensure infrastructure meets current and projected needs.
• Develop and maintain operational metrics, KPIs, and service level agreements (SLAs).
• Participate in budget and resource forecasting to support departmental goals.
• Contribute research and recommendations for new products, services, or protocols.
• Identify, assess, and mitigate operational risks to sustain uninterrupted services.

• Lead cross‑functional infrastructure and technology projects from planning through execution. Project management represents a significant portion of this role.
• Coordinate operations-focused projects by organizing timelines, engaging stakeholders and vendors, and managing change‑rather than serving as a dedicated enterprise project manager.
• Lead a major student information system (SIS) migration project. Following implementation, serve as the key operational point of contact and coordinate administration and support responsibilities in partnership with functional and technical stakeholders.
• Develop project plans, timelines, and scope documents; allocate resources; and coordinate with vendors, contractors, and internal partners across multiple concurrent projects.
• Continuously assess and improve operational processes and service delivery methods.
• Implement change management practices and procedures.

• Serve as primary liaison between ETS operations and business stakeholders.
• Translate technical concepts for non-technical audiences and facilitate cross-departmental collaboration.
• Provide regular project and operational status updates to leadership and end users.
• Coordinate between operations and applications teams for integrated service delivery, working closely with the Associate Director of ETS and the applications team.
• Manage escalated issues and communicate resolution status to stakeholders.

• Ensure service delivery standards and SLAs are…