To be a team member at ADB Companies, or as we call it, part of the A-Team, you must be ALL IN to support the company’s mission, vision, and values.

OUR MISSION: We are a customer-centric partner providing innovative solutions. The safety, well-being, and career growth of our team members are the benchmarks of our success. 

POSITION TITLE:  Manager, IT Operations
CLASSIFICATION: Exempt

POSITION OVERVIEW:

ADB is a Nationwide full turnkey provider of technology infrastructure solutions including Wireline, Wireless, Technology, and Engineering.  Our customer centric approach has ensured long term relationships with commercial clients, service providers, local, state, and federal government organizations. We recognize our team members as our greatest asset ensuring that their safety, well-being, and career growth are always our number one priority. Our ALL IN culture includes a focus on Safety, Wellness, Learning, Diversity and Inclusion, and giving back to our Communities.

ADB is seeking an IT Operations Manager to oversee and drive the success of business objectives including safety, people, customers, and financials. This role maintains direct oversight of the Service Desk and IT Operations Engineers, focusing heavily on mentorship, technical guidance, and operational execution rather than general management.  This position manages functional strategies that result in accomplishing business goals, meeting department financial goals, being a successful manager of a team, and creating a reliable customer experience. The ideal candidate has proven success supervising within an Information Technology department, a proactive leader with strong people and process management skills, plus a strong work ethic and an ALL IN attitude to achieve results.

ROLES AND RESPONSIBILITIES:

• Responsible for managing day-to-day IT operations within the Service Desk and IT Engineering functions, including oversight of ticketing systems, support workflows, and service level agreements (SLAs) to maintain operational excellence
• Tracks and communicates key metrics for service delivery, uptime, and incident resolutions, using data to make recommendations and drive improvements
• Leads by example; mentoring Helpdesk and IT Engineering staff with empathy, fostering a collaborative environment that encourages knowledge sharing, mutual support, and celebration of successes while promoting continuous training, skill development, and career growth
• Operates as the escalation point for all escalated technical issues, modeling a problem-solving mindset, developing documentation, and trains support staff on problem resolution
• Coordinates operational project work, including system upgrades, maintenance, and technology rollouts, with minimal disruption to business; exhibits strong management skills of special projects, lifecycles, processes, initiatives, and/or functions from start to end
• Manages and maintains monitoring, incident management, and disaster recovery protocols to safeguard business operations
• Oversees system maintenance and patch management, prioritizing security and reliability
• Manages the IT infrastructure, providing strategic direction and guidance on infrastructure components
• Manages audio/visual use and equipment in all buildings, including serving as liaison to the audio/visual vendor to help develop and implement world class collaboration experiences across the company
• Partners with leadership to implement IT governance, security controls, and compliance measures, promoting a culture of responsibility
• Builds positive relationships with external vendors and service providers, ensuring consistent, reliable, and cost-conscious service
• Mid-Level Manager responsible for people management, production, performance, and quality within an entire department; manages functional team members’ time, attendance, performance, production, quality, training, etc.
• Creates and drives team KPI’s to contribute to the overall department and team Scorecard Success
• Manages the successful execution of departmental processes and standards ensuring quality, production, performance, and task initiatives are met
• Strong reporting and data analytics; can create and present data, information and/or overall presentations to Senior Leadership as requested; reviews and analyzes data to help make business decisions
• Strong level of customer centricity ensuring the function and/or tasks overseen align with the customer expectations and produce results
• Full understanding and ownership of division and/or department initiatives and performance expectations; creates plans and action plans to ensure results
• Proficient understanding of department financials: can identify cost impacts and discuss and drive solutions with Management
• Highly interdependent with other functional teams and operational groups ensuring strong relationships and collaboration to achieve overall business goals; encourages cross-functional collaboration, ensuring IT solutions meet the needs of all departments
• Upholds ADB’s safety culture, leads by example and drives the philosophy of ZERO throughout the entire organization
• Engages in ADB’s culture pillars and encourages participation and buy-in in all pillars: Community, Wellness, Development, Inclusion
• Performs other position duties when requested

SUCCESS FACTORS:

• A strong belief in ZERO- Being Safe 100% of the time is the expectation
• Alignment with company mission, vision, and values
• Strong work ethic with an ALL IN attitude
• A high level of customer centricity
• Strong team leader with the ability to build relationships
• Ability to perform in a fast-paced work environment
• A high level of time management, accountability, and prioritization skills
• Self-motivated, goal- oriented, and driven to accomplish department goals
• Ability to be organized, problem solve, and be solution oriented
• Strong ability to influence desired outcomes by master relationship building
• Strong verbal and written communication skills
• Expert proficiency in Microsoft Office (Power Point, Teams, Word, Excel, etc.)
• Experience with modern cloud managed network technology
• Experience with Microsoft Windows Server, Active Director
• High-level experience with Windows 11 and MacOS
• Strong understanding of ITIL or similar service management frameworks

WORK ENVIRONMENT:

• Located at corporate headquarters: 18777 US Hwy 66, Pacific, MO 63077
• This position operates out of a temperature-controlled office environment
• This role routinely uses standard office equipment such as laptop computers, copy/fax, and smartphones

EXPERIENCE AND EDUCATION:

• 5+ years of technical expertise in Information Technology or Systems Administration required
• 2+ years of proven success leading people and processes within IT Operations with technology policy and procedure management required
• Bachelor’s degree in business or related field strongly preferred
• High School Diploma or equivalent required

This position pays between $115,000 and $130,000 base compensation a year.

ADB Companies, LLC is an equal opportunity employer. All candidates agree to complete a selection assessment and pre-employment drug screen.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.