Operational Technology Manager Jobs in Wisconsin

About the Position The IT Operations Lead, a senior technical resource under general supervision reports to the IT Manager, ensures smooth IT operations and service delivery within the District. As the primary escalation point for complex technical issues, they manage incident response under the estab-lished framework and coordinate operational processes to support and help lead the IT de-partment's strategic objectives. This hands-on technical leader provides guidance and mentorship to IT support staff, conducts business analyses to translate operational needs into technical requirements, and supports the organization in identifying technology solutions that align with business objectives while main-taining operational excellence and driving continuous improvement in service delivery.

The successful candidate must demonstrate a growth mindset in navigating a dynamic, mission-driven operation, while remaining committed to fostering a positive and inclusive workplace culture. Duties Success Factors Incident Resolution Excellence: Efficiently resolves escalated technical issues, maintaining high customer satisfaction, and minimizing disruption. Operational Process Maturity: Implements and maintains ITIL-aligned processes that improve service delivery metrics and operational efficiency.

Technical Leadership: Provides effective technical guidance and mentorship, elevating the IT support team's capabilities and strengthening department performance. Business-IT Alignment: Bridges business requirements and technical solutions through skilled requirements gathering, analysis, and documentation, enabling successful project outcomes. Stakeholder Collaboration: Builds strong working relationships across departments and effectively manages expectations during critical incidents, service requests, and solution development.

Job Duties 30% - Incident and Problem Management Manage and resolve escalated IT support tickets requiring advanced technical expertise or cross-functional coordination Lead incident management processes following ITIL best practices, including prioritiza-tion, communication, and resolution tracking Serve as the primary point of contact for critical service requests and operational issues Conduct root cause analysis and implement preventive measures to reduce recurring incidents 25% - Business Analysis and Requirements Management Conduct business analysis activities to identify operational needs and translate them into technical requirements Facilitate requirements gathering sessions with business stakeholders to understand processes, pain points, and desired outcomes Document business requirements, process flows, and functional specifications for IT pro-jects and enhancements Evaluate current business processes and recommend technology solutions to improve efficiency and effectiveness Support IT staff with business analysis techniques, stakeholder engagement, and re-quirements documentation Assess the feasibility and impact of proposed solutions on existing systems and opera-tions 20% - Operational Coordination and Service Delivery Oversee IT license management, including tracking, renewals, compliance, and optimi-zation Monitor service delivery metrics and identify opportunities for operational improve-ments Coordinate the intake and preliminary assessment of new IT project requests, including initial business case analysis Ensure adherence to service level agreements and operational standards Analyze service trends and usage patterns to inform capacity planning and service im-provements 10% - Documentation and Knowledge Management Develop and maintain operational documentation, procedures, and knowledge base ar-ticles Create technical guides, business process documentation, and reference materials to support IT staff and end users Document incident resolution processes, requirements analysis outcomes, and lessons learned for continuous improvement Maintain accurate records of IT assets, licenses, operational configurations, and busi-ness requirements 10% - Team Support and Process Improvement Provide technical guidance and mentorship to IT support staff without direct supervisory authority Train and coach IT team members on business analysis techniques and stakeholder en-gagement approaches Collaborate with the IT Manager to implement process improvements and operational standards Lead training sessions and knowledge-sharing activities to build team capabilities Participate in IT strategic planning and operational improvement initiatives 5% - Other Duties as Assigned Serve occasionally as backup coverage for District IT Manager duties during planned and unplanned absences as required or assigned. Complete any and all district required trainings. Perform related work and other duties as required.

Support the District's Strategic Plan and special projects associated with organizational goals. Requirements Required Qualifications Bachelor's degree in Information Technology, Computer Science, Business Administra-tion, Information Systems, or related field, or equivalent professional experience. Experience in a formal IT leadership role (e.g

Lead Worker, Supervisor, etc.) Demonstrated experience in business analysis, gathering requirements, and creating and maintaining process documentation. Preferred Qualifications ITIL Practitioner, ITIL Managing Professional, or ITIL Strategic Leader certification Business analysis certification (CBAP, CCBA, PMI-PBA, or similar) Project Management and/or Product Manager Certificate Qualified applicants are required to submit a resume and cover letter along with the application. Application materials should detail experience and/or training with the qualifications referenced for this position

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment.?The District uses E-verify. Physical Demands & Work Environment Work is primarily performed in a standard office environment

The position requires one to be able to sit or stand for extended periods of time, and the incumbent must be able to safely use computer equipment for extended periods of time. Requires ability to operate computer keyboard or other office equipment. Requires the ability to read and write words and numbers.

Requires the ability to communicate in person, publicly or over the phone. The role may require attending evening meetings or working extended hours during budget preparation periods. This position is eligible for remote work, consistent with District policy.