IT Operations Manager at London Approach

Location: Conshohocken, PA

Work Environment: Hybrid | In-office 3x per week

Job Type: Contract | 8+ months

Compensation: Up to $65.00 per hour

Overview

This role reports to the Senior IT Director and plays a crucial part in managing IT operations across more than a dozen business units, supporting approximately 400 users and devices. The IT Operations Manager leads a small team while collaborating with various technical and business professionals within the division.

Responsibilities

• Oversee and mentor the IT support team, ensuring timely and effective service delivery. Directly manage two Senior IT Support Specialists and partner with systems administrators responsible for core systems and security.
• Oversee help desk operations, ensuring workflows are streamlined and that technical support adheres to best practices. Continuously refine and maintain documentation for applications, processes, and operational procedures.
• Work closely with the Systems and Security teams to align with the university’s SecureIT Program, contributing to the planning and execution of future projects and initiatives.
• Act as an escalation point for complex IT issues, assisting with the troubleshooting of hardware, software, and network problems. Offer technical guidance in the implementation of new systems and processes.
• Provide technical support to Senior Business Systems Analysts responsible for department-specific IT applications and workflows across the division.
• Participate in initiatives related to data protection, privacy, and security, such as completing annual Security and Privacy Impact Assessments (SPIA) and Vendor Security Technical Assessments and Risk (VSTAR). Help ensure the division complies with industry standards like PCI when necessary.
• Engage in and occasionally lead division-wide or university-wide IT projects, collaborating with various technology teams.
• Attend conferences and training sessions to remain updated on technical trends, project management practices, and improve communication skills.
• Handle additional responsibilities as assigned to ensure seamless IT operations.

Qualifications

• Bachelor’s degree and 7+ years of experience is strongly preferred, or an equivalent combination of education and experience.
• Strong background in IT support, including troubleshooting Windows, Mac, and mobile platforms.
• Familiarity with information security and endpoint management tools is an advantage.
• Skilled in diagnosing and resolving technical issues across a range of platforms and devices.
• Proven ability to deliver excellent customer service and communicate technical concepts to both technical and non-technical stakeholders.
• Ability to learn new technologies quickly and work both independently and as part of a collaborative team. Must handle sensitive information with a high degree of confidentiality.

Preferred Skills

• Experience working in an academic IT environment.
• Knowledge of security services (e.g., CrowdStrike) and endpoint management systems (e.g., JAMF).
• Experience with help desk systems, such as Freshdesk, is a plus.