NEOGOV · 14 hours ago
Assistant Director, IT Operations
Minneapolis, MN
Full-time
Hybrid
Lead/Staff, Director/Executive
$132K/yr - $203K/yr
4+ years expThe Metropolitan Airports Commission (MAC) owns and operates one of the nation’s largest airport systems, and they are seeking an Assistant Director for IT Operations. This role involves leading IT operations strategy, managing service desk functions, and ensuring the integration of innovative technologies to enhance operational efficiency.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Ensure that MAC IT Operations meet or exceed business expectations through established service level agreements and performance metrics with a customer-centric approach
Responsible for enterprise-wide effective and efficient operational IT processes, tools, and service introduction (promote to production) capabilities to ensure high quality end user interaction and business alignment
Deliver 24/7 Service Desk to the enterprise through partnerships with internal and external service providers
Manage a Change Advisory Board (CAB) accountable to control and manage technology changes across the enterprise
Maintain and lead major incident response processes on behalf of MAC IT through partnerships with peer service delivery leaders and the service desk
Own and maintain the IT service catalog, partnering with peer service delivery leaders to build and refine end-user-facing request processes
Maintain a multi-year roadmap for enterprise-wide ITSM processes to deploy and improve all core managed capabilities and oversee an ITSM governance board cross-functionally
Within ITSM, create and maintain an asset management capability with people, process, and technology for the entire MAC IT organization ultimately resulting in a single source of truth CMDB
Champion continuous improvements by advocating technology support and ownership processes that align with customer needs and contribute to customer and IT team success
Play a pivotal role in team development, providing leadership, guidance, and mentorship to IT staff
Foster high-performing teams, through a positive and inclusive work environment that promotes professional growth and encourages knowledge sharing
Lead the development of operating model strategy and technical roadmap and ensure alignment with the overall IT and enterprise strategic plans
Provide strategic direction and oversight for the full life cycle of technical architecture and system engineering in managed systems
Evaluate work processes to eliminate waste; monitor for continuous improvement and cost avoidance opportunities
Develop partnerships with stakeholders and senior management to stay abreast of current issues and challenges
Ownership of Service Now instance and all integrations. Determine priorities for module deployments and enhancements
Responsible to assemble an appropriate technology ecosystem to support all ITSM processes, including on-call management, alerting, system monitoring ticket generation, and asset management
Contribute to I&O involvement in the IT organization's innovation efforts and its role in experimenting with new solutions to take advantage of business opportunities
Produce timely and relevant status reports including but not limited to time, quality and budget dashboard representing MAC’s IT Operations landscape
Develop and manage the annual operating expenditure (opex) and capital expenditure (capex) budgets for IT Operations to ensure that it's consistent with the overall strategic objectives of I&O and the enterprise and is within plan
Determine financial needs of the work unit and submit annual budget proposal consistent with MAC IT’s strategic direction, division needs, and stakeholder expectations
Oversee the purchasing process ensuring that contracts are current, approved by the commission, and have sufficient funding available and are renewed in a timely manner
Build and manage a team of IT professionals, including hiring, training, and performance management
Further develop roles and responsibility matrixes so employees have work plans appropriate for their business function and that the plan is being followed
Conduct regularly scheduled meetings with employees to communicate work plans, issues, and other appropriate information
Exercise supervisory authority in accordance with MAC Human Resource Policy, MAC Administration Manual, and/or the appropriate collective bargaining agreement
Recognize employee achievement
Oversee the development and maintenance of resource utilization and forecasting models
Participate in management meetings and contribute to an open dialogue; communicate information within the organization and provide feedback to the team
Qualification
Required
Bachelor's degree in a related field
Four years of IT Operations leadership experience including service desk responsibility
In lieu of a degree, eight years of IT Operations and service desk management experience
Four years of leadership responsibilities and managing teams which included responsibility for hiring, disciplining, coaching, rewarding and terminating employees
Experience in overseeing an ITSM technology platform (Service Now or equivalent)
Experience selecting and managing third-party vendors
Demonstrated knowledge of ITSM principles including relevant methodologies, tools, and overall framework
Demonstrated record of budget and cost management experience
Valid driver's license
Reliable vehicle to commute between job sites
Preferred
Master's degree in related field
Experience leading a Service Desk RFP and leading a managed service
Relevant certifications and accreditations such as ITIL, ISO, PMP, etc
Experience in strategic planning, organization design and development
Previous experience in building an IT Operations capability within a company
Public sector experience
Benefits
Your health. Your time. Your future. Good pay is only the beginning.
See the many and generous benefits the Metropolitan Airports Commission offers to employees.
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
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