IT Operations Manager

Job Summary

The Information Technology (IT) Operations Manager is responsible for ensuring the Park District’s end-user technology experience is reliable, efficient, and aligned with business needs. This role is also responsible for overseeing the planning and execution of technology projects and strategic initiatives. The IT Operations Manager oversees and serves as the primary liaison with the Park District’s IT Managed Service Provider, ensuring that IT services are delivered effectively, communication is clear, and issues are resolved in a timely and structured manner. This is a non-technical role focused on service coordination, user satisfaction, and accountability, and not hands-on IT support. The IT Manager is directly responsible to and works in close contact with the Director of Planning, Projects and IT.

Supervisory Responsibilities

Directly supervises (2) full-time employees, Network Specialist and Information Technology Technician. Participates in hiring, training and onboarding staff; provides ongoing supervision, coaching and professional development; conducts performance reviews and corrective action as needed; ensures staff compliance with policies, procedures and customer service standards; assists in the development of team goals and fosters a positive, inclusive work environment.

Essential Job Duties

• Manage and serve as day-to-day liaison with the Park District’s IT Managed Service Provider and participate in regular service reviews and planning discussions, providing feedback to improve service delivery and user experience.
• Collaborate with Park District’s IT Managed Service Provider on the adoption of standard processes and best practices, support rollout of new tools, policies, and improvements, and help drive consistency in technology use across the Park District.
• Act as the internal owner of the IT support experience, monitoring helpdesk activity, ticket flow, and response/resolution performance. Ensure helpdesk issues are properly triaged, escalated, and resolved through the Park District’s IT management partner when necessary while identifying recurring problems and addressing root causes.
• Oversee technology improvement projects by collaborating with the Park District’s Managed Service Provider to develop, prioritize, implement, and complete initiatives. Lead assigned projects by preparing project documents, directing staff and contractors, communicating progress, and managing project costs.
• Responsible for research, recommendation, integration, training, and ongoing management of software, products, and services in support of technology infrastructure improvements, development efforts, and strategic initiatives.
• Responsible for planning, purchase, installation, and maintenance of physical technology throughout the Park District.
• Responsible for the development and administration of technology budgets across the Park District.
• Define hardware and software standards in conjunction with stakeholders.
• Ensure the functionality of the audio/video technology throughout the Park District including support for Board Meetings and special events as needed.
• Coordinate work of third-party vendors and manage various vendor accounts.
• Assist in the development, implementation, and maintenance of information technology and data security policies, procedures, and associated training plans.
• Establish and maintain regular written and in-person communications with the organization's executives, decision-makers, stakeholders, department heads, and end users regarding pertinent infrastructure activities.
• Keep Director of Planning, Projects, and IT informed on all matters of technology and security having a significant effect on operations.
• Performs other duties as assigned.