IT Operations Manager (Technical Operations Lead)

About the Department

Position Overview
The IT Operations Manager is a hands-on technical leadership role responsible for the stability, security, and day-to-day operation of the Town of Carrboro’s IT infrastructure. This position balances direct technical execution with people and operational management, serving as the senior technical lead for infrastructure, networking, endpoint management, and core IT services.
This role is not a purely administrative or people-only management position. The incumbent is expected to maintain strong technical depth, actively participate in troubleshooting and system improvements, and lead by example while managing staff and vendors.
The IT Operations Manager reports to the IT Director and operates with considerable independence, exercising judgment within established policies and regulatory frameworks. Occasional after-hours and weekend support is required to support critical municipal services.
Why This Role Matters
This position directly supports the reliability and security of technology systems that enable essential municipal services, including public safety, public access systems, and Town operations. The IT Operations Manager plays a critical role in ensuring continuity, resilience, and trust in public-sector technology services.
Physical Requirements and Possible Hazards 
Must be able to physically perform the basic life operational support functions of standing, walking, stooping, typing, talking, sitting, bending, kneeling, grasping, hearing, handling, pushing, pulling, lifting, carrying, reaching and repetitive motions of the hands and wrists.
Must be able to physically crawl in confined work areas such as under desks and in wiring closets.
Ability to perform medium work, exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
Must possess the close visual acuity to operate a computer terminal and perform extensive reading.

Position Duties

• Technical Operations & Infrastructure (Hands-On)
  • Serve as the technical lead for Town-wide IT operations, including on-premises, hybrid, and SaaS platforms.
  • Administer, configure, and troubleshoot firewall and network security platforms, including Palo Alto Firewalls and Cisco ASA appliances.
  • Manage and support virtualized environments using VMware and Microsoft Hyper-V, including patching, lifecycle management, performance monitoring, and incident response.
  • Oversee network administration, monitoring, and troubleshooting using industry-standard network and diagnostic tools.
  • Administer Workspace ONE / AirWatch for mobile device and endpoint management, security enforcement, and policy compliance.
  • Coordinate with service providers and utilities supporting Google Fiber and municipal fiber-optic infrastructure, including 811 coordination and response.
  • Ensure availability and operational integrity of phone systems, public Wi-Fi, door access systems, and security cameras across Town facilities.
• Service Delivery & Incident Management
  • Manage daily operations of the Town’s Help Desk and support services, including escalation handling, response-time monitoring, user satisfaction tracking, and continuous improvement initiatives.
  • Provide direct Tier 3 support and escalation resolution for complex infrastructure, network, and security issues.
  • Direct system operations including monitoring, maintenance, patching, testing, and upgrades across critical systems.
• Security, Risk & Compliance
  • Lead operational cybersecurity efforts, including threat assessment, vulnerability mitigation, endpoint security configuration, and incident response.
  • Assist the IT Director with internal and external security audits and risk assessments.
  • Develop and maintain operational security procedures, documentation, and response protocols.
• Leadership, Staff & Vendor Management
  • Directly supervise IT Operations staff, including performance management, mentoring, cross-training, and workforce planning.
  • Lead technical project teams and represent operational requirements across departments.
  • Participate in vendor selection, contract negotiations, and service provider management.
• Planning, Metrics & Continuous Improvement
  • Implement infrastructure and operational process improvements based on performance metrics and operational observations.
  • Develop reports and dashboards measuring system availability, service delivery, and project execution.
  • Support IT budget planning and lifecycle forecasting in partnership with the IT Director.

Minimum Qualifications

Required:

• Bachelor’s degree in Information Technology, Computer Science, or a related field and four (4) years of progressively responsible IT experience involving infrastructure, systems, and network administration, including one (1) year of supervisory or technical lead experience;
   OR
• Associate’s degree and six (6) years of equivalent experience.

Equivalent combinations of education and experience will be considered. A higher degree does not substitute for hands-on experience. 
Possession of or ability to readily obtain a valid driver's license issued by the State of North Carolina for the type of vehicle or equipment operated is required.
Preferred:

• Experience supporting local, state, or federal government IT environments.
• Experience operating IT services that support public safety, emergency response, or 24/7 operations.

Other Qualifications

• Required Technical Competencies
  • Hands-on experience with Palo Alto Firewalls and Cisco ASA platforms.
  • Strong working knowledge of VMware and Microsoft Hyper-V virtualization.
  • Proficiency with network administration tools, monitoring platforms, and TCP/IP networking concepts.
  • Experience with Workspace ONE / AirWatch or similar MDM platforms.
  • Understanding of ISP and fiber-based connectivity, including coordination with providers such as Google Fiber.
  • Working knowledge of cybersecurity principles, endpoint protection, SIEM tools, and vulnerability management.

Municipal government IT services provider.