Ticket Operations Manager Jobs in Portland, OR (NOW HIRING)

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Full Time Technical Portland Office, Portland, OR, US

Salary Range: $140,000.00 To $170,000.00 Annually

Job Title:IT Manager

Department:IT

Reports To:Senior Director of IT

FLSA Status: Exempt, Salary, Full-Time

Shift:Standard Day Shift, Monday - Friday

Supervisory Level:Department Manager

Job Description:

The IT Manager plans, directs, and coordinates the technology infrastructure and systems that keep the organization running. This includes networks, servers, cloud platforms, help desk operations, cybersecurity controls, vendor relationships, and technology projects.

This role serves as the bridge between executive leadership and technical staff by translating business needs into secure, reliable, and cost-effective decisions while holding the IT team accountable for uptime, service quality, security posture, and project delivery.

Duties:

IT Infrastructure & Network Operations

• Oversee the design, implementation, monitoring, and maintenance of on-premises and cloud infrastructure, including servers, storage, networking, hardware, and employee endpoints.
• Develop monitoring, troubleshooting, and escalation strategies to minimize downtime, improve incident response, and maintain reliable IT operations.
• Manage hardware and endpoint lifecycles, including asset tracking, performance, repairs, replacements, and secure configuration standards.
• Develop and manage network and system upgrade strategies, including review and approval of production changes, testing requirements, and rollback plans.
• Partner with department leaders to assess technology needs, capacity, and infrastructure requirements that support organizational growth.
• Monitor service desk performance, including ticket volume, SLA compliance, and resolution metrics, and drive continuous improvement.

Cybersecurity, Risk & Business Continuity

• Establish and continuously improve cybersecurity policies and controls, including patch management, access controls, backup standards, threat and vulnerability management, and incident response.
• Maintain disaster recovery and business continuity plans, including backup verification, recovery testing, annual exercises, and documentation to support operational resilience and risk management.
• Develop and maintain employee security training covering cyber security, phishing prevention, data protection, acceptable use, password security, and applicable compliance requirements.

Compliance & IT Controls

• Maintain SOX in-scope systems and related IT controls, including access management, change management, evidence retention, audit support, and other applicable compliance requirements.
• Maintain IT systems, processes, controls, and documentation supporting CMMC, ISO, CE, and other applicable certification requirements, including remediation, evidence collection, and audit readiness.

IT Strategy, Projects & Department Management

• Own the IT budget, including capital and operating expense forecasting, spending management, and financial planning.
• Manage hardware, software, and service providers, including vendor evaluation, contract negotiation, cost management, and service performance.
• Lead IT projects from planning through implementation, including scope, resources, timeline, milestones, and executive stakeholder reporting.
• Other duties as assigned.

Qualifications:

• Expert knowledge of IT best practices, policies, and regulations.
• In-depth understanding of programming, computer science, and digital security.
• A clear understanding of client/server technology and network architecture.
• Good communication, including writing, speaking, and active listening
• Strong problem-solving, critical thinking and decision-making skills.
• Advanced leadership and conflict management skills.
• Customer service and interpersonal skills.
• Excellent attention to detail.
• Must be authorized to work in the United States on a full-time basis.

Competencies:To perform the job successfully, an individual should demonstrate the following competencies:

Apply Expertise in Technology

Complies with policies on acceptable use of technology; Applies knowledge of computer skills to perform the job successfully; Displays the ability to learn new computer skills.

Strategic Thinking

Develops strategies to achieve organizational goals. Understands organizations’ strengths and weaknesses. Analyzes market and competition to identify external threats and opportunities. Adapts strategy to changing conditions.

Prioritizes and plans work activities; Uses time efficiently; Plans foradditionalresources; Sets goals andobjectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Business Acumen

Ability to connect people with strategies for operational and financial outcomes.

Learn & Research

Demonstrates the understanding of newly presented information and retention for future applications.

Math Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reliability

Good attendance; Balances professional and personal commitments effectively; Delivers work product on time and within the assigned parameters of the task.

Awareness to think and act in intercultural environments appropriately, respecting the diverse backgrounds of the people around them.

Gives & Receives Feedback

Articulates positive and constructive feedback appropriately; Gives recognition to a job well done; Upholds accountability; Accepts feedback from all employees.

Works effectively within a team; Shares information and acknowledges others’ efforts; Helps others when workloads are high; Keeps team and supervisor information of tasks.

Analytical

Synthetizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data

Generates creative and original ideas of approaches; Seeks to improve performance; Proactive to identify and create new opportunities.

Physical Demands:

This role requires standing, walking, and sitting for extended periods; communicating in person and by phone; using hands to operate objects or controls; and reaching with hands and arms. Occasional stooping, kneeling, bending, crouching, and lifting up to 25 pounds may be required. Close and distance vision, depth perception, color vision, and focus adjustment are also needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed primarily at a desk using standard office equipment in a quiet, casual environment that encourages open communication, teamwork, mutual respect, and alignment with the organization’s mission, values, and goals.

This job description may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required to do this job.