IT Operations Manager

Department OverviewThe Information Technology department supports enterprise infrastructure, network operations, and service delivery across the organization. The team is focused on delivering reliable, scalable, and secure technology solutions that enable business continuity and operational excellence.Position SummaryWe are seeking a driven and experienced IT Operations Manager to lead technology infrastructure and service delivery functions. This role owns end-to-end operational accountability across network availability, incident management, and service continuity.The IT Operations Manager will partner closely with Network Engineering and customer experience stakeholders to align IT operations with organizational objectives while building a culture of reliability, continuous improvement, and service excellence.ResponsibilitiesNetwork Availability & InfrastructureMaintain accountability for network uptime, performance, and resilience across enterprise environments, targeting 99.9%+ availability SLAsOversee port activation, configuration, and lifecycle management across network switches, routers, and access pointsManage and maintain accurate inventory of network infrastructure assets including hardware, firmware, and topology documentationCoordinate with network engineers on capacity planning, redundancy, and failover strategiesIncident & Problem ManagementLead the full incident management lifecycle from detection through resolution and post-incident reviewChair problem management reviews to identify root causes and drive permanent remediationEstablish escalation paths, on-call rotations, and communication protocols for P1/P2 incidentsConduct blameless post-mortems and translate findings into process and runbook improvementsService Availability & KPI DevelopmentDesign and operationalize KPI frameworks including uptime, MTTR, MTBF, change success rate, and customer satisfactionDeploy monitoring dashboards and reporting cadences for technical and executive stakeholdersDrive continuous improvement initiatives using KPI trends and industry benchmarksPartner with application owners and business leaders to define SLAs and OLAsTeam Leadership & Vendor ManagementLead, mentor, and develop systems and network engineering staffSet performance expectations and support career developmentManage vendor, ISP, and managed service provider relationships and ensure accountability to SLAsServe as escalation point for IT Service Desk and field support teamsEducation:Minimum QualificationsBachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)Experience:7+ years of IT operations experience3+ years of leadership experienceHands-on experience with enterprise networking (LAN/WAN, switching, routing, firewall)Strong knowledge of ITIL processes including incident, problem, change, and asset managementExperience defining and reporting on IT service KPIs and SLAsExperience with monitoring tools such as SolarWinds, Datadog, Nagios, or similarLicensure/Certifications:None requiredEducation:Preferred QualificationsAdvanced degree in a related fieldExperience:Experience with cloud platforms (AWS, Azure, GCP) and hybrid environmentsExperience with ITSM platforms such as ServiceNow or Jira Service ManagementLicensure/Certifications:ITIL v4 Foundation or higherCCNA, CompTIA Network+, or equivalentPhysical DemandsThis position primarily involves sedentary work. Occasional standing, walking, and lifting of light objects may be required.Position Type & Work LocationFull-time, benefited positionOn-site / Hybrid work arrangementTravel up to 5%Additional BenefitsComprehensive health, dental, and vision insuranceRetirement plan with employer match up to 5%Flexible hybrid work optionsAnnual professional development and certification budgetGenerous PTO and paid holidaysCompany-provided equipment and home office stipendAbout UVA And The CommunityThe University of Virginia is located in Charlottesville, a vibrant community offering a high quality of life with access to outdoor recreation, cultural experiences, and a thriving food and arts scene. UVA is consistently ranked among the top public universities and is committed to fostering a collaborative and inclusive environment.How To ApplyPlease apply online through Online and search for R0082358. Complete the application and upload the following required materials:Internal applicants may search and apply for jobs on the UVA Internal Careers website.Cover letterResumeReference Check ProcessReference checks will be completed via SkillSurvey. Five references will be requested, with a minimum of three responses required.ContactFor questions about this position, please contact the recruiter Bill Crane at Xer5ff@virginia.eduThe University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Learn more about UVA’s commitment to non-discrimination and equal opportunity employment.