IT Operations Manager

Old Dominion Group is a multi-state construction organization operating across 14 business units with over 1,500 employees and an aggressive growth trajectory. As we scale — through organic growth and active acquisition activity — the demand on our IT organization is increasing in both complexity and visibility. 

The IT Operations Manager is a senior, player-coach hire responsible for the day-to-day performance, accountability, and perception of 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 readiness and 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 position’s role within the business unit. 

• Team Leadership, People Management & MSP Partnership — Directly manage the IT Helpdesk and 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, and navigating the evolution of the partnership as 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 person doesn't just manage tickets — they manage outcomes. 

• Company Integration & Divestiture — Lead IT assessment, onboarding, and integration activities for acquired companies. With deals in the pipeline now, this person must be ready to evaluate existing infrastructure, define integration roadmaps, and execute against them with minimal disruption to the incoming business unit. 

• Escalation Support — Serve as the senior technical escalation point for issues beyond tier 1 and 2 resolution, including direct support for key stakeholders. This role requires discretion, urgency, strong communication, and the technical depth 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 vendors are meeting expectations and that tools remain fit-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 and validated through at least one successfully completed onboarding onto ODG's platform 

• Vendor and license rationalization has produced documented cost savings — ODG knows what it's spending, what it's getting, and what's been cut or renegotiated.  

• Help desk response and resolution times are measurably faster, with recurring issues in decline and root cause discipline embedded in team operations.  

• IT scorecards are live and visible to leadership, replacing anecdote with data. 

• IT purchasing operates within a managed, visible budget — with standardized procurement processes, a current asset inventory, and a clear record of spend that eliminates waste 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 equivalent demonstrated working 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 

• Background operating in 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.