Onsite IT Operations Manager

WSP•Costa Mesa, CA

9h•$136,000 - $170,000•Onsite

About The Position

We are seeking an experienced IT Operations Manager to lead IT service management operations for the Orange County Transportation Authority's (OCTA) 405Express Lanes Customer Service Center. This role requires an ITIL v4 leader with a focus on continual service improvement and support process optimization, who will oversee WSP-managed technologies and lead service desk functions to ensure optimal technology performance and customer service delivery.

Requirements

Bachelor’s degree in information technology, Computer Science, or related field
Minimum 5-7 years of IT service management experience with focus on process optimization
5+ years in a leadership or supervisory role managing IT support teams
Experience working in a high-touch customer service or call center environment preferred
ITIL v4 Foundation certification required; higher-level ITIL v4 certifications strongly preferred
Proven expertise in continual service improvement methodologies and support process optimization
Experience designing and implementing monitoring and management tools architecture
Hands-on experience with ITSM tools including JIRA Service Management, ServiceNow and/or ConnectWise Manage
Strong knowledge of information security controls and frameworks (NIST Cybersecurity Framework, ISO 27001)
Proficiency with WAN, LAN, WLAN and Azure Cloud Data Network management and design best practices
Proven ability to lead and motivate technical teams in a process-driven environment
Excellent communication skills with ability to interact across project organizational levels
Strong analytical thinking and data-driven decision-making capabilities
Customer service-oriented mindset with focus on end user experience
Ability to work under pressure and manage multiple priorities effectively
Experience with Incident / Event, Problem and Change Management process improvement initiatives

Nice To Haves

ITIL v4 Managing Professional (MP) or Strategic Leader (SL) certification
Knowledge of CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) concepts and integration
Experience working in the transportation field such as tolling or intelligent transportation management systems.
Experience working with back office systems (BOS)
Knowledge of Cisco Contact Center technologies and call center operations
Experience with transportation or public sector organizations
Experience with security compliance auditing and risk assessment processes
Familiarity with cloud-based network, security and service management platforms

Responsibilities

Oversee day-to-day IT service management for WSP-managed technologies within the Customer Service Center environment
Design and implement monitoring and management tools architecture to provide comprehensive system oversight
Ensure high availability and performance of critical systems supporting customer service operations
Monitor system performance using advanced analytics and proactively address potential issues before they impact operations
Maintain information security controls in accordance with NIST Cybersecurity Framework and ISO 27001 standards
Lead, manage, and improve core IT operations management functions to ensure the onsite service desk team delivers exceptional IT support and end user experiences.
Maintain service desk operations in full alignment with ITIL v4 framework principles
Implement and optimize ITIL v4 processes including Incident Management, Problem Management, Change Management, and Service Request fulfillment
Manage and optimize ITSM tools including JIRA Service Management and ConnectWise platforms
Define and monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
Ensure first-call resolution rates meet or exceed established targets
Lead ITIL v4 continual service improvement initiatives to enhance service delivery and operational efficiency
Drive support process optimization through data analysis, workflow refinement, and automation implementation
Conduct regular service reviews and implement corrective actions based on performance metrics
Establish feedback loops and measurement frameworks to identify improvement opportunities
Champion best practices adoption and process standardization across all service delivery functions
Ensure compliance with information security policies and implement security controls per NIST and ISO standards
Conduct security assessments and maintain documentation for audit purposes
Coordinate security incident response and implement preventive measures
Manage access controls and user provisioning processes