Onsite IT Operations Manager

Onsite IT Operations Manager Position Summary 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. Key Responsibilities IT Service Management & Architecture 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 Service Desk Leadership 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 Continual Service Improvement & Process Optimization 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 Security & Compliance Management 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 Required Qualifications Education & Experience 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 Technical Skills 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 Leadership & Soft Skills 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 Preferred Qualifications ITIL v4 Managing Professional (MP) or Strategic Leader (SL) certification Knowledge of CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) concepts and integration 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 Working Conditions Location : Onsite at Orange County Transportation Authority Customer Service Center in Costa Mesa, California Schedule : Full-time but will require occasional evening or weekend work for system maintenance and critical upgrades. Physical Requirements : Ability to work in an office environment with standard computer equipment Compensation & Benefits Competitive salary commensurate with experience Comprehensive health, dental, and vision insurance Retirement plan with company matching Professional development opportunities and certification reimbursement Paid time off and holidays Reporting Structure This position reports to the Vice President, Information Technology and works closely with WSP Customer Service Operations Management teams and OCTA program leadership. WSP Benefits: WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings. Compensation: Expected Salary (all locations): $136,000 - $170,000 WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

#J-18808-Ljbffr