Onsite IT Operations Manager

Job description

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: Continual Service Improvement & Process Optim...