Posted: Jun 2, 2021

IT Operations Manager

Salary: $75,000.00 - $90,000.00 Annually
Application Deadline: N/A

Open Position Posting: IT Operations Manager – Full-Time


About WLS


The Westchester Library System (WLS) is a state-chartered, cooperative library system serving all 38 Westchester member public libraries and the county's citizens. The Westchester Library System was established in 1958, and is one of 23 public library systems serving New York State’s public libraries. The mission of the Westchester Library System is to ensure that all residents have seamless access to excellent library service regardless of their location.


WLS is an Equal Opportunity Employer, participates in the New York State Local Retirement System, offers competitive benefits and work and telecommuting schedules that are flexible based on job responsibilities.






  • Oversee daily infrastructure maintenance and operations, ensuring timely incidents and work order response.
  • Manage ongoing administration and support of the enterprise infrastructure environment, ensuring highest possible service availability
  • Manage and evaluate designated personnel to ensure Service Level Agreements (SLAs) are met and the highest levels of customer support are maintained
  • Ensure and/or advocate to management for appropriate resourcing and employee competency standards to meet the needs of the organization’s programs and initiatives are in place
  • Identify and encourage professional development opportunities for staff within the department

Monitoring & Optimization:

  • Identify and implement best practices to ensure monitoring, measuring and reporting of service performance against service level objectives
  • Implement best practices for infrastructure services including proven infrastructure methodologies, service management processes and operational support
  • Review automated monitoring systems and escalate issues appropriately
  • Perform capacity planning and work with IT management to plan for acute and long-term system capacity needs
  • Identify improvements to operational capabilities and performance based on best practices
  • Recommend improvements to operational and support processes
  • Define implementation standards
  • Recommend Service Management standards

Customer and System Support:

  • Accountable for the support, maintenance, security, and availability of all production environments
  • Ensure the proactive identification and resolution of technical problems in the supported platforms
  • Participate in after-hours on-call support and scheduled maintenance
  • Maintain regular communication with IT management regarding critical issues

Documentation & Knowledge Management:


  • Create documentation of technical processes and procedures
  • Identify and recommend changes with existing documentation that impacts customer support
  • Identify, track, and resolve gaps in existing documentation
  • Assist in policy, security, and compliance documentation efforts when as assigned
  • Lead knowledge transfer activities between teams


Required Qualifications:

  • Bachelor's degree or equivalent certification in computer science, information technology, or related technical field
  • Experience configuring, supervising, and managing SolarWinds Service Desk
  • 10+ years of proven information technology experience as a technologist or leader
  • 5+ years of experience managing personnel, preferably within IT Operations or end user support
  • Extensive hands-on experience deploying and administering the following technologies; Microsoft Windows Server OS, Active Directory, Exchange, Citrix, VMWare
  • Experience working in a team-oriented, collaborative environment
  • Comfort with presenting in front of technical and non-technical audiences
  • Demonstrated results orientation, initiative, attention to detail, and customer service orientation
  • Excellent written, verbal and presentation communication skills


Desired Qualifications:

  • Subject matter competency with:
    • SQL database platforms
    • Enterprise backup, and virtualization technologies
    • Modern information security practices, including vulnerability remediation
  • Subject matter familiarity with:
    • Nutanix or other hyperconverged infrastructure
How To Apply:

To apply:

Interested candidates should send cover letter, resume and three professional references to [email protected] with the position title included in the subject line of the email. Applications will be accepted until the position is filled. No phone calls please.

The Westchester Library System is located at 570 Taxter Road – Suite 400, Elmsford, NY 10523. For information about WLS, see