IT Operations Manager

Overview

IT Operations Manager is responsible for overseeing the customer experience by delivering quality service and ensuring customer satisfaction. This includes managing the IT Service Desk operations, handling incidents and requests, and ensuring the smooth execution of core IT Service Management processes such as Major Incident, Problem, Change, Configuration Management, and Disaster Recovery.

Location:

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

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

• Lead IT service delivery in alignment with enterprise IT strategy, ensuring high-quality, reliable services across the organization.
• Own Incident and Request Management processes, driving 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, conducting audits and driving compliance with internal and external standards.
• Oversee budgets, forecasting resource needs and ensuring 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
• Degree in Computer Science, Civil Engineering, Management Information Systems, Software Engineering or related field preferred
• 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 while providing 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 data center and IT facilities management and best practices
• Advanced knowledge of security and environmental stability within data centers and IT facilities
• Business and management principles involved in strategic planning, resource allocation, leadership, and coordination of people and resources
• Fundamental IT concepts, systems, platforms, tools and technologies

The salary range above applies. Beyond base salary, regular full-time and part-time employees are eligible for a discretionary bonus plan based on performance. Benefits include:

• Hybrid Working – a mix of remote and on-site work
• 22 weeks of paid family leave (12 weeks available to all parents)
• 401(k) with company match up to 8%
• Well-being program including coaching, gym membership, confidential counselling, and financial/legal advice
• Tuition reimbursement for professional certifications and continuing education
• Employee Networks and Community involvement

QBE is committed to equal employment opportunities. We provide reasonable accommodations for individuals with disabilities and disabled veterans. If you need an accommodation during the search or application process, contact our Talent Acquisition team as described in the candidate materials. We do not discriminate based on race, color, gender, gender identity, sexual orientation, religious practices, national origin, pregnancy, protected veteran status, disability, or any other legally protected status.

To apply, follow the step-by-step process outlined on our site. For more information about the company, visit our Linked In page at