IT OPERATIONS MANAGER - Lakeview Loan Servicing

The Manager, IT Operations will be responsible for leading a dynamic team of Site ReliabilityEngineers to ensure the seamless operation of Lakeview’s technology infrastructure. This role requires a strategic thinker who can drive operational excellence while maintaining a focus on system reliability and performance. As a key leader within the IT department, you will be instrumental in implementing effective processes and optimizing the use of technology to support the organization's growth and business goals.  

The Manager, IT Operations will also focus on driving operational efficiency through automation, standardization, and innovative solutions while keeping a customer-centric mindset. This role demands excellent communication skills, as you will interact with both technical and non-technical stakeholders to translate business needs into actionable IT initiatives.The role can be 100% remote.  If you are near the Coral Gables, FL office the role will be hybrid M & F at home and T, W, Th in office.  The salary range for this role iis $150,000 to $195,000, with an annual bonus.  

• Lead, coach, and mentor the technology operations team to achieve high performance. 

• Establish performance objectives, conduct regular performance reviews, and provide feedback to team members to ensure professional growth. 

• Oversee daily IT operations, ensuring high availability, and reliabilityof systems and services. 

• Oversee the implementation, maintenance, migration to the cloud, and support of IT infrastructure, including servers, network equipment, and cloud environments. 

• Manage the identification, escalation, and resolution of infrastructure issues to ensure minimal impact on business operations. 

• Implement monitoring systems to proactively detect potential issues before they impact end users. 

• Develop and enforce IT policies, procedures, and best practices. 

• Continuously review and optimize IT workflows and service delivery processes to enhance operational efficiency. 

• Ensure high availability of IT systems and minimize downtime by managing and resolving incidents efficiently. 

• Act as the point of contact for IT operational matters, ensuring timely communication of issues and resolutions to stakeholders. 

• Collaborate with other departments to understand and address their technology needs. 

• Monitor system performance and take proactive measures to prevent issues. 

• Manage vendor relationships and coordinate external support services. 

• Plan and implement system upgrades, patches, and maintenance activities. 

• Ensure regular data backups are conducted and verify their integrity to guarantee successful recovery in case of data loss or system failure. 

• Create and manage IT operations budgets, ensuring cost efficiency. 

• Establish key performance indicators (KPIs) for IT operations, tracking performance and generating regular reports for senior management. 

• Oversee the escalation and resolution of complex technical issues, ensuring a high level of user satisfaction. 

• Provide guidance and support to the helpdesk team, enabling them to deliver effective first-level support. 

• Develop and deliver training programs to enhance user knowledge of IT systems and promote best practices. 

• Other duties as assigned by leadership. 

• 8+ years of experience in IT operations, with at least 5+ years in a leadership role. 

• Bachelor’s degree or equivalent experience in IT operations is a plus. 

• Strong knowledge of IT infrastructure, including servers, storage, networking, cloud/virtualization (Azure/AWS) 

• Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving technical challenges. 

• Strong understanding of IT service delivery standards, with a focus on enhancing the end-user experience. 

• Solid experience with IT Service Management (ITSM) tools and processes (e.g., ServiceNow, Jira Service Management). 

• Strong problem-solving skills with an ability to manage complex technical situations. 

• Excellent interpersonal and communication skills, with an ability to lead teams and collaborate across departments. 

• Proven experience managing, leading, and developing IT teams in a fast-paced environment. 

• Proven track record of maintaining a customer-focused approach, ensuring high satisfaction levels for both internal and external clients. 

• Experience with scripting and automation tools (e.g., PowerShell, Python) to streamline IT processes. 

• Experience in managing vendor relationships and procurement processes. 

• Willingness to be available for after-hours support as needed, including emergencies or maintenance activities that must occur outside regular business hours. 

Physical Demands and Work Environment  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls.  The employee frequentlyis required to talk and hear.  The noise level in the work environment is usually moderate.  The employee is occasionally required tostand; walk; reach with hands and arms.  The employee is rarely required to stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. 

EEOC  

Lakeview is an Equal Employment Opportunity employer.  All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.