Sr. Manager, IT Operations

The Senior Manager, Operations IT has key responsibility within the IT Team. This leader will have wide technology understanding, large team leadership responsibilities and 24x7x365 customer facing requirements. The Senior Manager is responsible for daily operations to support the entire organization’s needs for IT support, service, and delivery of IT services. As a senior member of the IT leadership team, this role contributes to the development and execution of the technology strategy. It ensures its alignment with the enterprise's IT budget and business strategy, and the delivery of capabilities required to achieve Tribal and business success. The Senior Manager provides oversight and guidance to multiple supervisory roles, including potentially entry level supervisors that require coaching, guidance and direction.

Essential Duties & Responsibilities

1. Manages multiple leaders with technical resources to meet business demands and drive efficiencies within the department with financial, procedural and customer supporting responsibilities.

2. Leads the IT organization’s direction of service and support by providing benchmarking metrics across the IT department, setting achievable stretch goals, measuring progress and performing remediation efforts to ensure SLA’s.

3. Builds relationships with peer leaders in IT and within the customer base to develop, maintain, and apply standards ensuring all end user services are addressed in a timely manner and proactively ensure customer satisfaction.

4. Responsible for onboarding/offboarding, asset management leveraging a centralized database and leading the training program for all team members.

5. Manages team activities to ensure customer requirements are fulfilled by identifying opportunities that focus on customer service performance.

6. Provides recurring leadership level reporting in order to manage against key performance indicators. 

7. Manages relationships with vendors, consultants, and professional associations to stay up to date with existing and evolving industry standards and technologies.

8. Manages password and identity management systems to comply with all regulatory requirements while enabling a mobile workforce.

9. Works with IT leadership to implement continuous process improvement initiatives and to develop strategies to improve IT service, response time and quality to our customers.

10. Performs other duties as assigned to support the efficient operation of the department and assumes other responsibilities, duties, tasks and assignments that contribute to the mitigation or response to any public health emergency.

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.   Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.  Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.

Education/Experience/Qualifications

• Bachelor’s degree in Computer Science or a related field is required. 

• Master’s degree in Computer Science or a related field is highly preferred.

• Minimum of six (6) years of experience within Information Technology (IT), with an emphasis in managing and maintaining client computer hardware, software and related equipment is required. 

• Minimum of three (3) years of related management experience is required, but five (5) years is preferred.

• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

• Must have advanced knowledge of IT service management practices and principles, including Information Technology Infrastructure Library (ITIL), Control Objectives for Information and Related Technology (COBIT), and IT Service Management (ITSM).

• Must possess project management skills with a solid understanding of project management methodologies to effectively manage/oversee, small, medium and large-scale technology projects as it relates to supporting end-user services.  Must also possess the ability to coach and motivate staff, identify training and development needs and manage performance.

• Verifiable record of outstanding success at similar organizations where innovation, collaboration, customer service, and the guest experience are paramount.

Certificates/Licenses/Registrations

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• Professional certifications such as ITIL Foundation, A+, Network+, Security+, and Microsoft Certified Professional (MCP)/Microsoft Certified Systems Administrator (MCSA) are preferred.

San Manuel Band of Mission Indians will make reasonable accommodations in compliance with applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!