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ADB Companies, LLC · 22 hours ago

IT Operations Manager

Pacific, Missouri, United States

Full-time

Onsite

Mid, Senior Level

$115K/yr - $130K/yr

5+ years exp

ADB Companies, LLC is a nationwide provider of technology infrastructure solutions seeking an IT Operations Manager to oversee and drive business objectives related to safety, people, customers, and financials. This role involves managing day-to-day IT operations, overseeing the Service Desk and IT Operations Engineers, and ensuring operational excellence through mentorship and technical guidance.

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Responsibilities

Responsible for managing day-to-day IT operations within the Service Desk and IT Engineering functions, including oversight of ticketing systems, support workflows, and service level agreements (SLAs) to maintain operational excellence

Tracks and communicates key metrics for service delivery, uptime, and incident resolutions, using data to make recommendations and drive improvements

Leads by example; mentoring Helpdesk and IT Engineering staff with empathy, fostering a collaborative environment that encourages knowledge sharing, mutual support, and celebration of successes while promoting continuous training, skill development, and career growth

Operates as the escalation point for all escalated technical issues, modeling a problem-solving mindset, developing documentation, and trains support staff on problem resolution

Coordinates operational project work, including system upgrades, maintenance, and technology rollouts, with minimal disruption to business; exhibits strong management skills of special projects, lifecycles, processes, initiatives, and/or functions from start to end

Manages and maintains monitoring, incident management, and disaster recovery protocols to safeguard business operations

Oversees system maintenance and patch management, prioritizing security and reliability

Manages the IT infrastructure, providing strategic direction and guidance on infrastructure components

Manages audio/visual use and equipment in all buildings, including serving as liaison to the audio/visual vendor to help develop and implement world class collaboration experiences across the company

Partners with leadership to implement IT governance, security controls, and compliance measures, promoting a culture of responsibility

Builds positive relationships with external vendors and service providers, ensuring consistent, reliable, and cost-conscious service

Mid-Level Manager responsible for people management, production, performance, and quality within an entire department; manages functional team members’ time, attendance, performance, production, quality, training, etc

Creates and drives team KPI’s to contribute to the overall department and team Scorecard Success

Manages the successful execution of departmental processes and standards ensuring quality, production, performance, and task initiatives are met

Strong reporting and data analytics; can create and present data, information and/or overall presentations to Senior Leadership as requested; reviews and analyzes data to help make business decisions

Strong level of customer centricity ensuring the function and/or tasks overseen align with the customer expectations and produce results

Full understanding and ownership of division and/or department initiatives and performance expectations; creates plans and action plans to ensure results

Proficient understanding of department financials: can identify cost impacts and discuss and drive solutions with Management

Highly interdependent with other functional teams and operational groups ensuring strong relationships and collaboration to achieve overall business goals; encourages cross-functional collaboration, ensuring IT solutions meet the needs of all departments

Upholds ADB’s safety culture, leads by example and drives the philosophy of ZERO throughout the entire organization

Engages in ADB’s culture pillars and encourages participation and buy-in in all pillars: Community, Wellness, Development, Inclusion

Performs other position duties when requested

Qualification

IT Operations ManagementService Desk OversightTechnical GuidanceData AnalyticsMicrosoft OfficeCloud Managed NetworksWindows ServerITIL FrameworkCustomer CentricityTeam LeadershipProblem SolvingCommunication Skills

Required

5+ years of technical expertise in Information Technology or Systems Administration required

2+ years of proven success leading people and processes within IT Operations with technology policy and procedure management required

High School Diploma or equivalent required

Strong work ethic with an ALL IN attitude

A high level of customer centricity

Strong team leader with the ability to build relationships

Ability to perform in a fast-paced work environment

A high level of time management, accountability, and prioritization skills

Self-motivated, goal-oriented, and driven to accomplish department goals

Ability to be organized, problem solve, and be solution oriented

Strong ability to influence desired outcomes by master relationship building

Strong verbal and written communication skills

Expert proficiency in Microsoft Office (Power Point, Teams, Word, Excel, etc.)

Experience with modern cloud managed network technology

Experience with Microsoft Windows Server, Active Directory

High-level experience with Windows 11 and MacOS

Strong understanding of ITIL or similar service management frameworks

Preferred

Bachelor's degree in business or related field strongly preferred

Company

ADB Companies, LLC

ADB is an industry-leading infrastructure solutions provider, proudly building networks, connections, and partnerships nationwide within the telecommunications and utility industries.

Founded in 1995

Pacific, Missouri, USA

1001-5000 employees