Assistant Director, IT Operations
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Job Location:
Minneapolis, MN - USA
Yearly Salary:
$ 132348 - 202744
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Position Summary
- As the IT Operations Assistant Director you will be at the forefront of innovation ensuring seamless technology operations that keep the Metropolitan Airports Commission running 24/7.About the Metropolitan Airports Commission
In this role you will:
- Own the end-to-end IT operations strategyfrom service desk to major incident response.
- Lead IT Service Management (ITSM) excellence including ServiceNow product ownership Change Advisory Board and IT Asset Management.
- Collaborate across teams and vendors ensuring top-tier performance and financial stewardship.
- Champion innovation by introducing cutting-edge technologies methodologies and best practices.
- Deliver measurable impact through continual service improvement and a service-first mindset.
Your scope includes:
- 24/7 Service Desk operations
- Major incident response and resolution
- ITSM process ownership and governance
- Service catalog and service introduction
- Vendor and financial management
- Driving strategic alignment between IT and business goals
This isnt just a jobits a mission-critical leadership role where your decisions will shape the future of airport technology operations. If you thrive in a fast-paced environment and love turning challenges into opportunities we want you on our team!
To apply: Click the Apply link located above the position description log-in and follow the instructions provided.
Questions regarding this position can be directed to Nicole Kiefer ator .
Applications will be accepted until 3:00 PMon Friday February 20 2026.The Metropolitan Airports Commission (MAC) owns and operates one of the nations largest airport systems including Minneapolis-St Paul International (MSP) and six general aviation airports. The MACs airports connect the region to the world and showcase Minnesotas extraordinary culture to millions of passengers from around the globe who arrive or depart through MAC airports each year.
MSP Airport is frequently recognized as one of the nations leading airports. MSP Airport earned the No. 1 ranking in customer satisfaction among mega airports*(33 million or more passengers per year) in the J.D. Power 2024 North America Airport Satisfaction Study. MSP achieved the highest customer satisfaction ratings for each of the seven airport dimensions that form the basis for the overall award.
MAC complies with the Americans with Disabilities Act. If an accommodation is required for you to participate in the application process because of a disability please contact Tekia Jefferson at or.
MAC is an Equal Opportunity Employer and does not discriminate on the basis of race religion color gender age nationality or disability. Position Description
ACCOUNTABILITIES AND FUNCTIONS
- Ensure that MAC IT Operations meet or exceed business expectations through established service level agreements and performance metrics with a customer-centric approach.
- Responsible for enterprise-wide effective and efficient operational IT processes tools and service introduction (promote to production) capabilities to ensure high quality end user interaction and business alignment.
- Deliver 24/7 Service Desk to the enterprise through partnerships with internal and external service providers.
- Manage a Change Advisory Board (CAB) accountable to control and manage technology changes across the enterprise.
- Maintain and lead major incident response processes on behalf of MAC IT through partnerships with peer service delivery leaders and the service desk.
- Own and maintain the IT service catalog partnering with peer service delivery leaders to build and refine end-user-facing request processes.
- Maintain a multi-year roadmap for enterprise-wide ITSM processes to deploy and improve all core managed capabilities and oversee an ITSM governance board cross-functionally.
- Within ITSM create and maintain an asset management capability with people process and technology for the entire MAC IT organization ultimately resulting in a single source of truth CMDB.
- Champion continuous improvements by advocating technology support and ownership processes that align with customer needs and contribute to customer and IT team success.
- Play a pivotal role in team development providing leadership guidance and mentorship to IT staff.
- Foster high-performing teams through a positive and inclusive work environment that promotes professional growth and encourages knowledge sharing.
- Lead the development of operating model strategy and technical roadmap and ensure alignment with the overall IT and enterprise strategic plans.
- Provide strategic direction and oversight for the full life cycle of technical architecture and system engineering in managed systems
- Evaluate work processes to eliminate waste; monitor for continuous improvement and cost avoidance opportunities.
- Develop partnerships with stakeholders and senior management to stay abreast of current issues and challenges.
TECHNICAL RESPONSIBILITES- Ownership of Service Now instance and all integrations. Determine priorities for module deployments and enhancements.
- Responsible to assemble an appropriate technology ecosystem to support all ITSM processes including on-call management alerting system monitoring ticket generation and asset management.
- Contribute to I&O involvement in the IT organizations innovation efforts and its role in experimenting with new solutions to take advantage of business opportunities.
- Produce timely and relevant status reports including but not limited to time quality and budget dashboard representing MACs IT Operations landscape.
FINANCIAL MANAGEMENT- Develop and manage the annual operating expenditure (opex) and capital expenditure (capex) budgets for IT Operations to ensure that its consistent with the overall strategic objectives of I&O and the enterprise and is within plan.
- Determine financial needs of the work unit and submit annual budget proposal consistent with MAC ITs strategic direction division needs and stakeholder expectations.
- Oversee the purchasing process ensuring that contracts are current approved by the commission and have sufficient funding available and are renewed in a timely manner.
PEOPLE/TEAM MANAGEMENT- Build and manage a team of IT professionals including hiring training and performance management.
- Further develop roles and responsibility matrixes so employees have work plans appropriate for their business function and that the plan is being followed.
- Conduct regularly scheduled meetings with employees to communicate work plans issues and other appropriate information.
- Exercise supervisory authority in accordance with MAC Human Resource Policy MAC Administration Manual and/or the appropriate collective bargaining agreement.
- Recognize employee achievement.
- Oversee the development and maintenance of resource utilization and forecasting models.
- Participate in management meetings and contribute to an open dialogue; communicate information within the organization and provide feedback to the team.
Position Requirements
COMPETENCIES
Manager of Managers (MOM) Competencies
- Customer Focus - Building strong customer relationships and delivering customer-centric solutions
- Strategic Mindset - Seeing ahead to future possibilities and translating them into breakthrough strategies
- Plans and Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals
- Ensures Accountability - Holding self and others accountable to meet commitments
- Drives Results - Consistently achieving results even under tough circumstances
- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
- Values Differences - Recognizing the value that different perspectives and cultures bring to an organization
- Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
- Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
- Drives Engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives
- Organizational Savvy - Maneuvering comfortably through complex policy process and people-related organizational dynamics
MINIMUM REQUIREMENTS- Bachelors degree in a related field
- Four years of IT Operations leadership experience including service desk responsibility
- In lieu of a degree eight years of IT Operations and service desk management experience
- Four years of leadership responsibilities and managing teams which included responsibility for hiring disciplining coaching rewarding and terminating employees.
- Experience in overseeing an ITSM technology platform (Service Now or equivalent)
- Experience selecting and managing third-party vendors.
- Demonstrated knowledge of ITSM principles including relevant methodologies tools and overall framework.
- Demonstrated record of budget and cost management experience
- Valid drivers license
- Reliable vehicle to commute between job sites
DESIRABLE REQUIREMENTS- Masters degree in related field
- Experience leading a Service Desk RFP and leading a managed service
- Relevant certifications and accreditations such as ITIL ISO PMP etc.
- Experience in strategic planning organization design and development
- Previous experience in building an IT Operations capability within a company
- Public sector experience
Other Information
This position provides an opportunity for on-site and remote work. MACs remote work policy requires employees to be on-site three days of the week. Among the three on-site days one of them must be either a Monday or a Friday and on Tuesdays all employees are required to be onsite.
Required Experience:
Director
Key Skills
- Employee Relations
- Employee Evaluation
- Management Experience
- Profit & Loss
- Conflict Management
- Operations Management
- Project Management
- Budgeting
- Leadership Experience
- Supervising Experience
- Leadership management
- Financial Planning
