Description

The Manager – IT Operations is accountable for the reliable, secure, and cost-effective delivery of day-to-day technology services across a hybrid environment, including infrastructure, networking, tactical cybersecurity management, and service desk functions. This role leads the IT Engineering and IT Service Desk teams and relevant service providers, owning operational performance, incident response, and continuous improvement for both the standard IT/Business domain and the Operational Technology (OT) domain.

This role owns operational outcomes for core technology platforms and end-user support across both the IT/Business domain and the Operational Technology (OT) domain, including: server and cloud infrastructure; identity and access foundations; enterprise and industrial networking (LAN/WAN/Wi-Fi/VPN and OT network segments); security operations and tactical risk reduction; asset management; and the service desk operations and customer experience. The Manager ensures appropriate IT/OT boundaries, segmentation, and support models that protect safety, uptime, and business continuity. The Manager is responsible for managing the department’s budget, staff, and operations. 

Pay range for this position is $134,700/yr to $188,500/yr. Compensation for the selected candidate will depend on candidate qualifications and experience related to the position requirements.

Essential Functions

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Accountable for the services and performance of the IT Operations Department.
• Responsible for WaterOne’s technical landscape including infrastructure and networking across on-prem and cloud environments.
• Responsible for operational health of compute, storage, virtualization, cloud services, and core infrastructure and platform services (e.g., directory services, identity, endpoint management) to meet availability and performance targets across both IT and OT environments.
• Responsible for capacity planning, lifecycle management, patching, and vulnerability remediation across infrastructure platforms in alignment with change and release practices.
• Manages backup, recovery, and disaster recovery planning and execution for systems managed by the IT Operations department.
• Standardizes configurations and build practices; drives automation and documentation to reduce operational risk.
• Responsible for vendor and contract management for operations (e.g., MSPs, carriers, hardware/software maintenance, OEMs/integrators), including procurement, renewals, SLA enforcement, risk management, and ongoing performance reviews. Responsible for 24/7 support and escalation for IT Operations services.
• Oversees all new network projects to include initial scheduling, project assignments, project instruction and post implementation evaluation.
• Responsible for asset management for IT end-user hardware (laptops/workstations, printers, company cell phones, a/v equipment), software, network, servers, and associated equipment.
• Oversees the secure, reliable operation of OT network infrastructure, including plant and facility connectivity, WAN connectivity, and core network services, ensuring alignment with safety, uptime, and operational requirements.
• Partners with Engineering and Operations to support OT platforms (SCADA, HMIs) and enforces IT/OT segmentation and access controls—such as firewalls, jump hosts, and MFA where feasible—while ensuring monitoring and logging within OT constraints.
• Manages OT operational support and security lifecycle activities, including incident response and escalation, change control, asset inventory, OT specific documentation, and coordinated vulnerability remediation and patching strategies that balance risk, safety, and operational continuity Ensures reliable and secure operation of IT/OT networks including LAN/WAN, Wi Fi, internet edge, remote access/VPN, and network services (DNS/DHCP/IPAM as applicable).
• Responsible for technical and network architecture and standards.
• Manages network maintenance windows, change implementation, and communications to minimize business disruption.
• Oversees network carrier relationships, renewals, and cost optimization.
• Responsible for cyber security operations and incident response.
• Operationalizes security controls in partnership with the security/risk management team (e.g., endpoint protection, logging/monitoring, privileged access, configuration baselines).
• Drives timely remediation of vulnerabilities and misconfigurations across infrastructure and endpoints; tracks risk acceptance and exceptions where approved.
• Responsible for the IT Service Desk function to deliver excellent customer support for incidents, requests, onboarding/offboarding, and to foster continual improvement.
• Responsible for the IT Operations departmental budget (OPEX and applicable CAPEX planning) for IT and OT operational services; forecasts, tracks spend and identifies savings opportunities while reinvesting in reliability and security.
• Partners with Enterprise Solutions and PMO teams to ensure smooth system implementation and transition to operations and support.
• Assigns appropriate schedules and work responsibilities to team members; in collaboration with division director, determines and communicates department and individual goals and priorities. Focuses on team performance to accomplish short and mid-term goals.
• Ensures work plans are implemented. Develops appropriate metrics/KPI’s and takes accountability to ensure the successful achievement of department goals and division priorities. Collects, analyzes, and interprets performance reports and metrics, ensures tactical adjustments accordingly.
• Drives work performance of department, and provides appropriate training, mentoring and coaching to enhance overall department operations.   Provides consultation to Supervisor(s) for the application of employee corrective actions.
• Completes and performs annual employee performance evaluations and ensures appropriate opportunities for employee training and development.
• Develops supervisory skills in direct reports; develops leadership skills (beginning to intermediate).
• Conducts interviews and evaluates talent for hire in accordance with WaterOne interview standards. Makes hiring decisions for department.
• Performs or oversees other leadership and administrative duties such as timesheet approvals, time off requests, training authorizations, and other recordkeeping tasks.
• Accountable for department strategic planning and goal setting to align with the division and organizational strategic plan.
• Builds relationships with employees and inspires and motivates employees to help them succeed. Promotes a positive and inclusive work environment that fosters a sense of belonging.
• Interprets and ensures consistency with organization policy; may develop/update team policy recommendations.
• Consults on and/or addresses inquiries and complaints from stakeholders that cannot be resolved by supervisors and/or a higher degree of urgency or severity.
• Identifies process and workflow improvements, researches and advises on best practice and industry trends, communicates and implements process changes.

Other Duties

• Serves as Director- IT of the division as required.
• Perform other job duties as assigned.

Requirements

Required Education and Experience

• Bachelor’s degree with major in Information Systems (IS), Information Technology (IT), Information Assurance (IA), Computer Science, or related field.
• Seven years of increasingly responsible experience in the information technology field, with a strong focus on server administration, network administration and/or network engineering, IT infrastructure administration, and IT service desk.
• Experience in the acquisition of computer hardware and systems software, including managing Requests for Proposals/Quotes (RFP/RFQ) in a competitive bidding environment.
• Four years of leadership responsibilities including experience with employee performance reviews and coaching and managerial administrative tasks like timekeeping approvals.
• Five years of work experience managing or leading enterprise system implementation projects and/or IT infrastructure technologies.

Required Knowledge, Skills, and Abilities

• Proven administrative and management skills in a Cisco and Microsoft environment, including Microsoft Exchange, Cisco switches, routers, firewalls.
• Advanced working knowledge of cyber security operations, controls, vulnerability management, incident response. 
• Advanced working knowledge of multiple computer hardware platforms, operating systems, SAN, disaster recovery strategy, firewalls, telecommunications, LAN/WAN, internet connectivity, and security issues.
• Working knowledge of N-Tier application architectures.
• Working knowledge of cloud-based or hosted services.  For example, Azure, AWS, Platform as a Service (PaaS), Software as a Service (SaaS), and Infrastructure as a Service (IaaS).
• Experience managing Microsoft 365 licenses, user management, and security configuration 
• Experience operating a service desk and IT Service Management processes.
• Demonstrated ability to manage vendors/partners and deliver outcomes through a mix of internal staff and service providers.
• Possess management skills in directing, motivating, appraising, and training employees.
• Good oral and written communication skills with ability to translate technical considerations into business impact; must be a good listener.
• Ability to be assertive, flexible, demonstrate initiative, and consistently display sound judgment.
• Ability to be detail oriented, creative, and well organized.
• Ability to interface well with departmental and user department personnel.
• Ability to maintain confidentiality.
• Ability to successfully complete a pre-employment drug screening and background verification in accordance with WaterOne standards.

Preferred Qualifications

• Security Certification.
• Knowledge of OT/ICS concepts and technologies (e.g., SCADA/PLC/HMI), industrial network design considerations, and security guidance such as ISA/IEC 62443 or NIST 800-82.
• ITIL Foundation (or equivalent ITSM training); experience implementing continuous improvement practices.
• Eight years of progressive leadership responsibilities including recruiting and retaining talent, staff growth and development including coaching, mentoring, and performance management.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may occasionally lift/or move up to 50 pounds and frequently lift and/or move up to 25 pounds frequently. The employee must be able to use a computer for five hours a day. The employee must be able to move occasionally from one location to another or be able to remain in a stationary position for up to several hours a day. The employee must be able to use office productivity equipment such as a personal computer, calculator, printer, and copy machine. The employee must be in possession of a licenses and be able to operate a vehicle at any given time. The employee must be able to occasionally position self to install, maintain, or service computer hardware and software and other related equipment.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job typically operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually moderate.  Occasionally it may be necessary to perform job duties at treatment, distribution, and maintenance facilities where protective equipment is required. 

WaterOne provides a total compensation package that includes:

• Competitive base pay
• Medical, dental, vision, life, AD&D, and LTD insurance
• Flexible spending account
• Company funded Cash Balance Plan
• Company match Defined Contribution Plan
• Comprehensive wellness program
• Educational assistance program
• A variety of other benefit programs and activities

Equal Opportunity Employer

WaterOne is an equal opportunity employer and upholds a non-discrimination policy. We prohibit discrimination on the basis of race, national origin, gender, sexual orientation, religion, disability, age, military status, or marital status in making employment and business decisions. We also prohibit harassment and retaliation in the workplace and in our dealings with the public. We encourage and welcome diversity of backgrounds in our workforce. WaterOne complies with the Immigration Reform and Control Act (IRCA).

Complete job description is available upon request and will be provided during the selection process.