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Job Title: IT Operations Manager
Job Location: Celebration, FL (On-Site)
Job Type: Contract (Thru 6/30/28)
Position Summary
We’re seeking an experienced IT Operations Manager to lead day-to-day service delivery and operational support for a multi-site enterprise environment. This role manages a technical team responsible for end-user support, incident response, systems availability, asset lifecycle activities, and continuous improvement of IT service management (ITSM) processes.
Key Responsibilities
- Lead and coordinate daily activities of the technical operations team, including scheduling, workload management, monitoring, and incident response.
- Ensure operational coverage and adherence to service level expectations (SLAs).
- Monitor system performance and availability; drive timely troubleshooting and resolution.
- Develop, implement, and maintain operational standards, procedures, and best practices.
- Drive and mature IT service management processes, including:
- Incident management
- Problem management
- Change management
- Request fulfillment
- Oversee deployment, configuration, and lifecycle management of IT assets (desktops, laptops, mobile devices, printers, servers).
- Coordinate enterprise software rollouts, patching, upgrades, and update cycles.
- Partner with infrastructure and application teams to support deployments and maintain stable operations.
- Provide advanced technical support as needed (including network and telephony support and on-site support for remote troubleshooting efforts).
- Lead, mentor, and develop supervisors, project leads, and technical staff (coaching, training plans, performance feedback).
- Support business continuity and disaster recovery planning efforts.
- Drive continuous improvement initiatives to improve service delivery and customer satisfaction.
- Maintain strong documentation standards (solutions, resolutions, procedures, and knowledge articles).
Required Qualifications
- 7+ years of progressive IT experience, including exposure to multi-platform enterprise environments
- Demonstrated experience leading teams in an IT operations / service delivery capacity
- Strong working knowledge of ITSM/ITIL-style processes (incident/problem/change/request)
- Experience with endpoint support, hardware/software deployments, and patch management
- Ability to manage competing priorities, meet deadlines, and operate with limited direction
- Strong communication skills (written and verbal) with the ability to present clearly to both technical and non-technical stakeholders
- Customer-first mindset and strong stakeholder management skills
Education
- Associate’s or Bachelor’s degree (or technical institute degree/certificate) in Computer Science, Information Systems, or a related field
or equivalent work experience
Physical / Work Environment Requirements
- Ability to lift up to 50 lbs
- Ability to climb ladders and perform activities such as squatting, stooping, pushing, crawling, and bending in varying weather conditions (as required for on-site support)
Preferred / Nice-to-Have
- Experience driving quality assurance and operational controls within IT service delivery
- Experience building metrics/KPIs for service desk or operations performance
- Experience contributing to continuity planning and disaster recovery readiness
Core Competencies (What Success Looks Like)
- Initiative and ownership of outcomes
- Strong decision-making and judgment
- Adaptability and continuous improvement mindset
- Collaborative leadership and team-building
- Clear, professional communication and documentation
- Strong problem-solving and root-cause thinking
- Service orientation and quality focus
Job Title: IT Operations Manager
Job Location: Celebration, FL (On-Site)
Job Type: Contract (Thru 6/30/28)
Position Summary
We’re seeking an experienced IT Operations Manager to lead day-to-day service delivery and operational support for a multi-site enterprise environment. This role manages a technical team responsible for end-user support, incident response, systems availability, asset lifecycle activities, and continuous improvement of IT service management (ITSM) processes.
Key Responsibilities
- Lead and coordinate daily activities of the technical operations team, including scheduling, workload management, monitoring, and incident response.
- Ensure operational coverage and adherence to service level expectations (SLAs).
- Monitor system performance and availability; drive timely troubleshooting and resolution.
- Develop, implement, and maintain operational standards, procedures, and best practices.
- Drive and mature IT service management processes, including:
- Incident management
- Problem management
- Change management
- Request fulfillment
- Oversee deployment, configuration, and lifecycle management of IT assets (desktops, laptops, mobile devices, printers, servers).
- Coordinate enterprise software rollouts, patching, upgrades, and update cycles.
- Partner with infrastructure and application teams to support deployments and maintain stable operations.
- Provide advanced technical support as needed (including network and telephony support and on-site support for remote troubleshooting efforts).
- Lead, mentor, and develop supervisors, project leads, and technical staff (coaching, training plans, performance feedback).
- Support business continuity and disaster recovery planning efforts.
- Drive continuous improvement initiatives to improve service delivery and customer satisfaction.
- Maintain strong documentation standards (solutions, resolutions, procedures, and knowledge articles).
Required Qualifications
- 7+ years of progressive IT experience, including exposure to multi-platform enterprise environments
- Demonstrated experience leading teams in an IT operations / service delivery capacity
- Strong working knowledge of ITSM/ITIL-style processes (incident/problem/change/request)
- Experience with endpoint support, hardware/software deployments, and patch management
- Ability to manage competing priorities, meet deadlines, and operate with limited direction
- Strong communication skills (written and verbal) with the ability to present clearly to both technical and non-technical stakeholders
- Customer-first mindset and strong stakeholder management skills
Education
- Associate’s or Bachelor’s degree (or technical institute degree/certificate) in Computer Science, Information Systems, or a related field
or equivalent work experience
Physical / Work Environment Requirements
- Ability to lift up to 50 lbs
- Ability to climb ladders and perform activities such as squatting, stooping, pushing, crawling, and bending in varying weather conditions (as required for on-site support)
Preferred / Nice-to-Have
- Experience driving quality assurance and operational controls within IT service delivery
- Experience building metrics/KPIs for service desk or operations performance
- Experience contributing to continuity planning and disaster recovery readiness
Core Competencies (What Success Looks Like)
- Initiative and ownership of outcomes
- Strong decision-making and judgment
- Adaptability and continuous improvement mindset
- Collaborative leadership and team-building
- Clear, professional communication and documentation
- Strong problem-solving and root-cause thinking
- Service orientation and quality focus
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Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.