Information Technology Operations Manager at Robert Half

OverviewThe IT Operations Manager will lead the day-to-day delivery of IT services, including service desk, field support, endpoint lifecycle, patching, and device management. This role ensures ITIL process compliance, SLA adherence, and provides hands-on escalation for network and telephony issues while managing a team of supervisors and technical staff.Key ResponsibilitiesManage and coordinate technical team activities, including scheduling, monitoring, and incident response.Ensure operational coverage and SLA compliance.Oversee endpoint lifecycle: imaging, deployment, patching.Govern ITIL processes (incident, problem, change, request).Provide advanced troubleshooting for network and telephony.Lead, mentor, and develop supervisors and technical staff.Ensure compliance with policies, standards, and regulatory requirements.Support integration of new technologies and enterprise-wide rollouts.Input into disaster recovery and business continuity planning.Travel to multiple sites (25%–40%).Must-Have SkillsITIL process ownership & SLA governance.Leadership experience managing supervisors and technical teams.Endpoint lifecycle management.Advanced network/telephony troubleshooting.Multi-site field services management.Nice-to-Have SkillsServiceNow administration/reporting.Intune Autopilot / MECM expertise.Government/regulatory environment experience.Disaster recovery/business continuity planning.Education & ExperienceBachelor’s degree in Computer Science, Information Systems, or equivalent experience.Minimum 7 years in IT operations, including team management.