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.

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