Onsite IT Operations Manager

Position Summary

We are seeking an experienced IT Operations Manager to lead IT service management operations for the Orange County Transportation Authority's (OCTA) 405Express Lanes Customer Service Center. This role requires an ITIL v4 leader with a focus on continual service improvement and support process optimization, who will oversee WSP-managed technologies and lead service desk functions to ensure optimal technology performance and customer service delivery.

Key Responsibilities

IT Service Management & Architecture

Oversee day-to-day IT service management for WSP-managed technologies within the Customer Service Center environment
Design and implement monitoring and management tools architecture to provide comprehensive system oversight
Ensure high availability and performance of critical systems supporting customer service operations
Monitor system performance using advanced analytics and proactively address potential issues before they impact operations
Maintain information security controls in accordance with NIST Cybersecurity Framework and ISO 27001 standards

Service Desk Leadership

Lead, manage, and improve core IT operations management functions to ensure the onsite service desk team delivers exceptional IT support and end user experiences.
Maintain service desk operations in full alignment with ITIL v4 framework principles
Implement and optimize ITIL v4 processes including Incident Management, Problem Management, Change Management, and Service Request fulfillment
Manage and optimize ITSM tools including JIRA Service Management and ConnectWise platforms
Define and monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
Ensure first-call resolution rates meet or exceed established targets

Continual Service Improvement & Process Optimization

Lead ITIL v4 continual service improvement initiatives to enhance service delivery and operational efficiency
Drive support process optimization through data analysis, workflow refinement, and automation implementation
Conduct regular service reviews and implement corrective actions based on performance metrics
Establish feedback loops and measurement frameworks to identify improvement opportunities
Champion best practices adoption and process standardization across all service delivery functions

Security & Compliance Management

Ensure compliance with information security policies and implement security controls per NIST and ISO standards
Conduct security assessments and maintain documentation for audit purposes
Coordinate security incident response and implement preventive measures
Manage access controls and user provisioning processes

Required Qualifications

Education & Experience

Bachelor’s degree in information technology, Computer Science, or related field
Minimum 5-7 years of IT service management experience with focus on process optimization
5+ years in a leadership or supervisory role managing IT support teams
Experience working in a high-touch customer service or call center environment preferred

Technical Skills

ITIL v4 Foundation certification required; higher-level ITIL v4 certifications strongly preferred
Proven expertise in continual service improvement methodologies and support process optimization
Experience designing and implementing monitoring and management tools architecture
Hands-on experience with ITSM tools including JIRA Service Management, ServiceNow and/or ConnectWise Manage
Strong knowledge of information security controls and frameworks (NIST Cybersecurity Framework, ISO 27001)
Proficiency with WAN, LAN, WLAN and Azure Cloud Data Network management and design best practices

Leadership & Soft Skills

Proven ability to lead and motivate technical teams in a process-driven environment
Excellent communication skills with ability to interact across project organizational levels
Strong analytical thinking and data-driven decision-making capabilities
Customer service-oriented mindset with focus on end user experience
Ability to work under pressure and manage multiple priorities effectively
Experience with Incident / Event, Problem and Change Management process improvement initiatives

Preferred Qualifications

ITIL v4 Managing Professional (MP) or Strategic Leader (SL) certification
Knowledge of CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) concepts and integration
Knowledge of Cisco Contact Center technologies and call center operations
Experience with transportation or public sector organizations
Experience with security compliance auditing and risk assessment processes
Familiarity with cloud-based network, security and service management platforms

Working Conditions

Location: Onsite at Orange County Transportation Authority Customer Service Center in Costa Mesa, California
Schedule: Full-time but will require occasional evening or weekend work for system maintenance and critical upgrades.
Physical Requirements: Ability to work in an office environment with standard computer equipment

Compensation & Benefits

Competitive salary commensurate with experience
Comprehensive health, dental, and vision insurance
Retirement plan with company matching
Professional development opportunities and certification reimbursement
Paid time off and holidays

Reporting Structure

This position reports to the Vice President, Information Technology and works closely with WSP Customer Service Operations Management teams and OCTA program leadership.

WSP Benefits:

WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Compensation:

Expected Salary (all locations): $136,000 - $170,000

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.

www.wsp.com

WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.

NOTICE TO THIRD PARTY AGENCIES:

WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.