Job Details

divh2Systems Operations Manager (Fully Remote - U.S. Based)/h2pThe Systems Operations Manager provides leadership and operational oversight for World Learnings technology operations teams, directly supervising a small, skilled, geographically dispersed team that includes the Service Desk and Systems Administration functions. The role focuses on strategic planning, project management, process improvement, stakeholder communication, and providing guidance and coordination across day-to-day operations and projects./ppThe role works closely with the Associate Vice President and the Associate Director of Enterprise Technology Services, who oversees the applications team, to ensure integrated, reliable service delivery across ETS. As an integral part of ETS leadership, the Systems Operations Manager works collaboratively across teams and fosters a respectful, inclusive environment./ppThis role balances three key areas: day-to-day team leadership and coordination, leading major technology projects (including a significant student information system migration), and providing occasional hands-on technical support for high-priority incidents and complex escalations to ensure continuity of service./ph3Key Responsibilities/h3h4Team Leadership Management/h4ulliProvide direct supervision, mentoring, and support to the Service Desk and Systems Administration teams./liliFoster a collaborative, knowledge-sharing team culture across operations teams./liliOversee hiring, onboarding, professional development, and performance reviews./liliDevelop staffing plans and manage resource allocation across operational and project responsibilities./liliProvide leadership development and career guidance for team members./li/ulh4Strategic Operations Planning/h4ulliCollaborate with ETS leadership in shaping and executing strategic technology initiatives./liliLead capacity planning to ensure infrastructure meets current and projected needs./liliDevelop and maintain operational metrics, KPIs, and service level agreements (SLAs)./liliParticipate in budget and resource forecasting to support departmental goals./liliContribute research and recommendations for new products, services, or protocols./liliIdentify, assess, and mitigate operational risks to sustain uninterrupted services./li/ulh4Project Management Process Improvement/h4ulliLead cross-functional infrastructure and technology projects from planning through execution. Project management represents a significant portion of this role./liliCoordinate operations-focused projects by organizing timelines, engaging stakeholders and vendors, and managing change-rather than serving as a dedicated enterprise project manager./liliLead a major student information system (SIS) migration project. Following implementation, serve as the key operational point of contact and coordinate administration and support responsibilities in partnership with functional and technical stakeholders./liliDevelop project plans, timelines, and scope documents; allocate resources; and coordinate with vendors, contractors, and internal partners across multiple concurrent projects./liliContinuously assess and improve operational processes and service delivery methods./liliImplement change management practices and procedures./li/ulh4Stakeholder Communication Collaboration/h4ulliServe as primary liaison between ETS operations and business stakeholders./liliTranslate technical concepts for non-technical audiences and facilitate cross-departmental collaboration./liliProvide regular project and operational status updates to leadership and end users./liliCoordinate between operations and applications teams for integrated service delivery, working closely with the Associate Director of ETS and the applications team./liliManage escalated issues and communicate resolution status to stakeholders./li/ulh4Operational Oversight/h4ulliEnsure service delivery standards and SLAs are consistently met./liliCoordinate workflow and priorities between service desk and systems administration teams./liliOversee IT asset management processes and lifecycle planning./liliDevelop and enforce operational policies and procedures for service delivery./liliMonitor team performance and service quality metrics./liliFacilitate knowledge sharing and cross-training initiatives./liliMonitor systems administration activities including patch management, access controls, and security configurations to maintain the organizations security posture./liliDevelop, implement, and maintain IT security policies and procedures in alignment with organizational requirements and industry best practices./liliEnsure policy compliance across operations teams and coordinate security incident response activities./liliOversee operational stewardship of critical enterprise systems, including ongoing coordination and support for the student information system (SIS) after implementation./li/ulh4Compliance Strategic Support/h4ulliEnsure operational processes comply with regulatory requirements and organizational standards./liliSupport development and implementation of IT governance frameworks./liliMaintain awareness of industry trends and best practices in IT operations management and security./liliContribute to disaster recovery and business continuity planning./li/ulh3Required Skills Qualifications/h3ulliBachelors degree in IT, Computer Science, Business Administration, or related field, or equivalent experience./liliAt least 5 years of progressively responsible experience in IT operations or technical project management./liliMinimum 3 years in formal IT leadership or supervisory capacity, including direct supervision of technical staff and responsibility for performance management./liliStrong project management experience leading technical initiatives, including coordination of complex, multi-stakeholder projects./liliExperience with IT service management principles and frameworks./liliDemonstrated ability in capacity planning, resource forecasting, and budget management./liliExcellent communication skills with ability to explain technical concepts to non-technical stakeholders./liliExperience managing vendor relationships and contracts./liliStrong analytical and problem-solving skills./liliAbility to work effectively in a remote environment with geographically dispersed teams, aligned to U.S. Eastern Time working hours./li/ulh3Preferred Qualifications/h3ulliProject Management Professional (PMP) certification or equivalent./liliExperience with ITIL/IT Service Management frameworks./liliBackground in higher education or non-profit organizations./liliExperience with change management methodologies./liliKnowledge of IT governance and compliance frameworks./liliExperience with IT security best practices and incident response coordination./liliFamiliarity with Microsoft 365 and Azure environments (strategic/operational knowledge, not hands-on administration)./li/ulh3Working Conditions/h3ulliThis is a remote position with geographically dispersed team members. Occasional travel to Brattleboro, VT and/or Washington, DC may be needed (typically less than 10%). No other travel is required./liliSome evening or weekend work may be necessary for project coordination or emergency management support./liliOccasional participation in incident response coordination./li/ul/div