IT Operations Manager

Time Type:
Full time – Worker Type:
Employee

Location:

Ramsey, Minnesota or Fargo, North Dakota. Work arrangement: 3 days/week in office at one of the locations.

Salary range: $100,000–$145,000, pending experience and location.

The purpose of this role is to oversee the customer experience by delivering quality service and ensuring customer satisfaction. It includes management of the IT Service Desk operations, incident and request handling, and execution of core IT Service Management processes such as Major Incident, Problem, Change, Configuration Management, and Disaster Recovery.

• Lead IT service delivery aligned with enterprise IT strategy, ensuring high‑quality, reliable services across the organization.
• Own Incident and Request Management processes; drive performance, customer satisfaction, and continuous service improvement.
• Partner with stakeholders and vendors to deliver effective, efficient IT services and meet agreed service levels.
• Oversee data center and IT facility operations, ensuring environmental stability across power, temperature, and infrastructure.
• Maintain physical security of IT facilities, including access controls and risk mitigation measures.
• Develop and implement policies and procedures to support reliable data center and service operations.
• Ensure business continuity by supporting disaster recovery planning and execution.
• Lead and develop teams, including workforce planning for coverage in a 24/7 operational environment.
• Manage risks across IT services and infrastructure, conduct audits, and drive compliance with internal and external standards.
• Oversee budgets, forecast resource needs and ensure cost‑effective operations.
• Drive continuous improvement initiatives across both service management and infrastructure operations.

• Bachelor's Degree or equivalent combination of education and work experience.
• Preferred fields:
  Computer Science, Civil Engineering, Management Information Systems, Software Engineering, or related.
• ITIL V3 Foundation certificate required.

• 7+ years relevant experience.

• Anticipate obstacles by identifying root causes and developing effective solutions.
• Analyze risks, benefits, and opportunities to support long‑term organizational goals.
• Manage vendor relationships and oversee complex project delivery.
• Lead, coach, and develop team members; provide clear performance feedback.
• Develop, implement, and evaluate policies, ensuring compliance with established processes.
• Coordinate logistics and operational support for IT facilities, including equipment oversight to prevent disruptions.
• Communicate clearly and professionally across stakeholders.
• Remain composed and decisive in fast‑paced, unpredictable environments.
• Adapt to change and guide others through evolving priorities.
• Manage multiple projects and responsibilities concurrently and effectively.
• Maintain availability to support data center operations as needed.

• Experience managing data centers in multiple locations.
• Experience managing or leading others in a service‑oriented, process‑driven environment.

• Advanced knowledge of principles, strategies and best practices for the management and support of data centers and IT facilities.
• Advanced knowledge of principles and methods for ensuring security and environmental stability within data centers and IT facilities.
• Business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources.
• Fundamental IT concepts, systems, platforms, tools and technologies, hardware, software and services.

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates. The company provides equal employment opportunities to applicants and employees without regard to race, color, gender, gender identity, sexual orientation, religious practices and observances, national origin, pregnancy, childbirth, or related medical conditions, protected veteran status, disability, or any other legally protected status.