IT Operations Manager

IT Operations Manager

  • Full Time
  • Concord

Website Town of Concord, MA


The Town of Concord is seeking a full-time Information Technology (IT) Operations Manager to manage the Town’s operational IT infrastructure, including software, security, and lifecycle of systems. Involved in budgeting, procurement, planning and infrastructure replacement. The division currently has a CIO and 3 Information Systems Technicians as well as a third-party MSP that assists with helpdesk requests and system/server administration. Position requires strong knowledge of Windows environments and Office. Candidates must have effective communication, customer service and administrative skills. A valid driver’s license is required. Full salary range: $97,178-$136,053; starting salary based on qualifications.


Under the general direction of the Chief Technology Officer, manages the Town’s operational infrastructure, including software, security, and the lifecycle of systems. Develops plans and strategies to support long-term improvement goals and adapt to changing technology and requirements. Works on special projects related to software and security. Manages Technical Services division of department, including Information System Technicians. Responsible for maintaining and improving upon the efficiency and effectiveness of all areas under the direction and control of the position. Performs varied and responsible duties requiring a thorough knowledge of departmental operations and the exercise of judgment and initiative in completing tasks, particularly in situations not clearly defined by precedent or established procedures. Incumbent is called upon to handle a significant number of details, each varying from the other in substance and content, requiring flexibility in approach to workload. 


External and internal applicants, as well as position incumbents who are or become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.


¨      Oversees operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.


¨      Anticipates and tracks operational and tactical risks and providing strategic solutions.


¨      Maintains safe and healthy work environment by establishing, following, and enforcing standards and procedures as well as complying with legal regulations.


¨      Manages day to day business of the operations department while balancing the responsibilities of various business lines such as business analysis, vendor, and risk management.


¨      Plays a significant role in long-term planning, project status reporting, and implementing change control processes.


¨      Works closely with CTO on other special planning and departmental projects.


¨      Oversees and reports weekly, monthly, quarterly, and annual metrics.


¨      Identifies trends and assess opportunities to improve processes and execution.


¨      Raises and tracks issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required.


¨      Establishes and maintains credible, professional relationships with staff and external vendors.


¨      Stays up to date on industry regulations, trends, and technology.


¨      Solicits and responds to feedback while gaining commitment and support.


¨      Supports departmental and town-wide training programs, reinforcing tech and operations infrastructure between departments to ensure consistency and quality standards are met.


¨      Works closely with management team to ensure all operational, administrative, and compliance functions within the firm are being properly executed in accordance with regulatory-based best practices


¨       Performs other related duties as required, directed or as the situation dictates.


¨       Regular attendance and punctuality at the workplace is required.




Directly supervises the activities and performance of and provides functional oversight to staff of the IT Operations Division within the Technology Department, including three or more technicians, interns, and consultants as required.  Carries out supervisory responsibilities in accordance with Concord’s policies and applicable laws.  Responsibilities include interviewing and recommending candidates for hire; planning, assigning, and directing work; scheduling; evaluating performance; training, rewarding and disciplining employees; and addressing complaints and resolving problems. 




¨      Any combination of education and experience that provides the ability to perform functions is qualifying.  A typical example of this is:

o    Bachelor’s degree and field-related technical certifications or equivalent; more than 5 years relevant combined experience in Information Technology and applications


¨      Valid motor vehicle operator’s license; must have reliable personal vehicle available for use during working hours. Will be reimbursed for mileage driven.




¨      Ability to address operational concerns and issues as well as monitor overall end user satisfaction. Ability to ascertain and act on training needs of department and end users. Skill in developing and implementing operational policies and procedures.


¨      Demonstrated ability to conduct research for special projects, respond timely to inquiries, and present written reports and oral presentations.  Ability to work with a high level of detail and prioritize multiple tasks. Ability to change direction and rearrange tasks according to deadlines and circumstance.


¨      Ability to communicate effectively and tactfully with the public, coworkers, other employees, departments, officials, etc., and to effectively lead and collaborate with diverse groups.  Strong public speaking or presenting skills to be used during training of staff, individually or in group settings.




External and internal applicants, as well as position incumbents who are or become disabled as defined under the Americans With Disabilities Act, must be able to perform the physical demands (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.


The majority of work is generally performed in a normal office environment, not subject to extreme variations of temperature, noise, odors, etc. Work is performed in a moderately noisy work environment, with constant interruptions. Frequently subjected to the demands of other individuals and the volume and/or rapidity with which tasks must be accomplished.


Operates and maintains IT and other standard office equipment requiring hand-eye coordination and finger dexterity. Balancing, crouching, grasping, pulling, reaching and stooping may also be required.


Occasionally required to go outdoors and may be exposed to variable weather conditions and hazards associated with construction sites and public works projects to consult and support employees. 


The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job.  The above is not intended to be an exhaustive list of all responsibilities and duties required.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.


This job description does not constitute an employment agreement between the employer and employee, and is subject to change by the employer, as the needs of the employer and requirements of the job change.

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