Job Description
Job DescriptionSalary:
Old Dominion Group is a multi-state construction organizationoperatingacross 14 business units with over 1,500 employees and an aggressive growth trajectory. As we scale through organic growth and active acquisition activity the demandonour IT organization is increasing in both complexity and visibility.
The IT Operations Manageris a senior, player-coach hire responsible forthe day-to-day performance, accountability, andperceptionof IT service delivery across the enterprise. This person will directly manage the help desk team and our Systems & Security Engineer, freeing senior technical capacity for high-complexity infrastructure and security work while ensuring operational excellence across all business units.
This role is a direct extension of IT leadership expected to exercise independent judgment, represent IT professionally at all levels of the organization, and deliver measurable improvements in service quality, response performance, and acquisition and divestiture readinessand execution.
PRIMARY RESPONSIBILITIES & FOCUS AREAS
The duties and responsibilities are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing, and other duties will be assigned based on the positions role within the business unit.
- Team Leadership, People Management & MSP Partnership Directly manage theIT Helpdeskand Infrastructure team -setting performance expectations, driving accountability, and developing team capability. Own the strategic and day-to-day co-MSP relationship coordinating co-managed service delivery, enforcing SLA standards, andnavigating the evolution of thepartnershipas the company grows.
- Help Desk Effectiveness & Accountability Own the performance of the help desk function. Define and enforce SLAs, build accountability structures, reduce recurring issues through root cause analysis, and develop team capability. This persondoesn'tjust manage tickets they manage outcomes.
- CompanyIntegration & DivestitureLead IT assessment, onboarding, and integration activities foracquiredcompanies. With deals in the pipeline now, this person must be ready to evaluate existing infrastructure, define integration roadmaps, andexecute againstthem with minimal disruption to the incoming business unit.
- Escalation Support Serve as the senior technical escalation point for issues beyond tier 1and2resolution, including direct support forkey stakeholders. This role requires discretion,urgency,strong communication, andthe technicaldepth to resolve complex issues-preserving the Systems & Security Engineer's capacity for infrastructure and security priorities.
- License & Vendor Management Manage IT vendor relationships, including SLA accountability, performance reviews, and contract coordination. Proactively manage licenses, spend, and renewals ensuring vendorsare meetingexpectations and that toolsremainfit-for-purpose.
- IT Purchasing & Asset Management Own the IT procurement process hardware, software, licensing ensuring accuracy, cost efficiency, and alignment with organizational standards. Maintain asset inventory and lifecycle planning.
WHAT SUCCESS LOOKS LIKE IN YEAR ONE
- A proven, repeatable playbook for IT acquisition integration is in place built from andvalidatedthrough at least one successfully completed onboarding onto ODG's platform
- Vendor and license rationalization has produced documented cost savings ODG knows whatit'sspending, whatit'sgetting, andwhat'sbeen cut or renegotiated.
- Help desk response and resolution times are measurably faster, with recurring issues in decline and root cause discipline embedded inteam operations.
- IT scorecards are live and visible to leadership, replacinganecdotewith data.
- ITpurchasingoperates within a managed, visible budget with standardized procurement processes, a current asset inventory, and a clear record ofspendthateliminateswaste and supports confident financial planning
REQUIRED QUALIFICATIONS
- 7+ years of progressive IT experience, including hands-on help desk management and senior-level technical support
- Demonstrated experience managing a technical team setting expectations, coaching performance, and building accountability culture
- ITIL certification or equivalentdemonstratedworking knowledge of ITIL frameworks in a production environment
- Proven Level 3 technical troubleshooting capability across end-user computing, networking fundamentals, and Microsoft/cloud environments
- Experience with company IT integration or M&A onboarding
- Strong executive communication skills-comfortable presenting to and supporting C-suite and senior leadership
- Metrics-driven mindset with experience building or managing service scorecards and SLA reporting
- Strong organizational discipline-ability to bring structure, process, and consistency to a fast-moving environment and see implementation through
- Strategic awareness-understands the business context behind IT decisions and prioritizes accordingly
- Technical credibility-earns trust from the team through competence.
PREFERRED QUALIFICATIONS
- Experience in construction, real estate, or other multi-site, project-based industries
- Familiarity with CMMC or other compliance frameworks
- Experience managing vendor contracts and technology procurement processes
- Backgroundoperatingin both SMB and mid-market IT environments
Note: Offers will be made based on candidates' qualifications relevant to the position.
Equal Employment Opportunity (EEO) Statement
ODG is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.