The Washington Post
Manager, IT Operations and Support
The Washington Post, Washington, District of Columbia, us, 20022
Job Description
The Manager, IT Operations and support is broad, diverse and challenging. In partnership with other Infrastructure Engineering managers and teams (cybersecurity, infrastructure, network), this role leads a lean, flexible team of IT and engineering staff to ensure the smooth and effective operation of 24x7 IT functions and tasks. This involves planning, overseeing, and troubleshooting IT operations to align with organizational goals and strategies. They also provide guidance and direction to IT teams, ensuring that they are equipped with the necessary resources to deliver quality products and services to the organization. This role also participates in identifying new technology trends and recommending solutions that would benefit the organization. They play a vital role in the planning of IT budgets, ensuring that they are allocated effectively to meet the organization's needs. They monitor compliance with IT policies and regulations, ensuring that the organization is adhering to best practices and regulatory requirements. The IT Manager plays a vital role in ensuring that an organization's technology systems are running smoothly, and that new solutions are being explored to keep up with the ever-evolving tech landscape.
Motivation
The Manager of IT Operations and Support plays a critical role in ensuring The Washington Post's technology infrastructure operates smoothly, efficiently, and securely, empowering employees across the organization to focus on delivering world-class journalism.This role is motivated by a desire to drive excellence in IT service delivery, constantly improve end-user experiences, and implement innovative technology solutions.You will be at the forefront of aligning IT support services with business needs, spearheading initiatives that enhance productivity, collaboration, and security.The role requires a passion for operational excellence, a customer-first mindset, and a commitment to developing agile and scalable technology solutions that meet the evolving needs of the organization.Scope for this role includes Help Desk, Endpoint Engineering, Platform and Application Management for some systems, as well as some IT Procurement aimed at implementing timely, reliable, cost-effective, and innovative IT support services.Scope and skills include, but are not limited to:
Help Desk
Provide general end-user support for employees across the org and forge partnerships with News Logistics and Springfield Plant Tech Services who are embedded in those departments.Manage and update the company's system access request (SAR) profilesAutomate and process SARsProvide Tier1/Tier2 technical support, request fulfillment and problem managementSpearhead company communication for technology deployments, changes, and outagesEndpoint Engineering
Procure, deploy, maintain, and support on Windows and macOS computers company-wideSupport of VTC for HQ conference rooms as well as digital signageIn alignment with the Cybersecurity team, maintain security of end-point compute devices, continuous on-time OS patching, and application packagingManage HQ PrintersPlatform and Application Managemen t
Manage some core service and infrastructure services, such as:
ServiceNow (SaaS) - ITSM, ITAM, SARs, Automation, Self-ServiceZoom (SaaS) - Video Conference and WebinarAppspace - Digital Signage Content ManagementIvanti (On Prem) - Windows Endpoint ManagementJamf (On Prem) - Apple Endpoint ManagementWinMagic (On Prem) - Endpoint Encryption for WindowsBeyond Trust (SaaS) - Remote AssistancePrint Servers and Equitrac (On Prem) - Badge Printing & Tracking
Administer, support, and right-size key SaaS Products across the company including vendor management, negotiations in partnership with contract owners, renewals and provisioning (e.g. Slack, Zoom, Google, Aha!, Atlassian, Github, Dropbox, etc.)Change Management and Project ManagementReporting and analyticsServiceNow Development and Administration, including the implementation of automation and AI technology to improve service and reduce workloads. Process areas may include:
Finance requests and workflow managementHR request intake management and fulfillmentFacilities request intake management and fulfillmentUser access and provisioningServiceNow mobile application development and configuration
IT Procurement
Planning and oversight of the company's laptop and desktop equipmentProcess owner for Engineering's purchasesAudit support and evidenceQualifications and Requirements
Education and Experience : Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience). 5+ years of experience in IT support, operations, or infrastructure management, with at least 2 years in a leadership or management role.Technical Proficiency : Expertise preferred in several areas of this role such as Help Desk operations, Endpoint Engineering (Windows, macOS), IT procurement processes, and platform/application management. Familiarity with SaaS solutions (e.g., ServiceNow, Zoom), on-prem solutions (e.g., Jamf, Ivanti), and security practices desired (e.g., OS patching, endpoint encryption).Leadership and Communication : Demonstrated ability to lead and develop IT teams, manage cross-functional projects, and communicate effectively with technical and non-technical stakeholders. Experience in vendor management, contract negotiations, and partnership with internal teams like cybersecurity.Problem-Solving and Innovation : Strong analytical and troubleshooting skills, with a track record of using automation, AI, and process improvements to drive efficiency. Ability to identify emerging technologies and trends that can benefit the organization.Compliance and Budget Management : Familiarity with IT compliance standards and audit requirements, with experience managing IT budgets and aligning resources to organizational needs.Customer Focus : A passion for delivering best-in-class IT services with a customer-centric approach, ensuring that employees have the support they need to be productive and effective.Compensation and Benefits
Wherever you are in your life or career, The Washington Post offers comprehensive and inclusive benefits for every step of your journey:
Competitive medical, dental and vision coverageCompany-paid pension and 401(k) matchThree weeks of vacation and up to three weeks of paid sick leaveNine paid holidays and two personal days20 weeks paid parental leave for any new parentRobust mental health resourcesBackup care and caregiver concierge servicesGender affirming servicesPet insuranceFree Post digital subscriptionLeadership and career development programs
Benefits may vary based on the job, full-time or part-time schedule, location, and collectively bargained status.
The salary range for this position is:119,700.00 - 199,300.00 USD Annual
The actual salary within this range will depend on individual skills, experience, and qualifications as they relate to specific job requirements. This position may be eligible for a bonus or incentive program, and a member of the Talent Acquisition team will discuss bonus payment terms and conditions during the interview process.
The Post strives to provide its readers with high-quality, trustworthy news and information while constantly innovating. That mission is best served by a diverse, multi-generational workforce with varied life experiences and perspectives. All cultures and backgrounds are welcomed.
The innovation doesn't end in the Newsroom - dozens of teams power
The Washington Post . We are now hiring the next innovator - how will you
Impact Tomorrow ?
#washpostlife
The Manager, IT Operations and support is broad, diverse and challenging. In partnership with other Infrastructure Engineering managers and teams (cybersecurity, infrastructure, network), this role leads a lean, flexible team of IT and engineering staff to ensure the smooth and effective operation of 24x7 IT functions and tasks. This involves planning, overseeing, and troubleshooting IT operations to align with organizational goals and strategies. They also provide guidance and direction to IT teams, ensuring that they are equipped with the necessary resources to deliver quality products and services to the organization. This role also participates in identifying new technology trends and recommending solutions that would benefit the organization. They play a vital role in the planning of IT budgets, ensuring that they are allocated effectively to meet the organization's needs. They monitor compliance with IT policies and regulations, ensuring that the organization is adhering to best practices and regulatory requirements. The IT Manager plays a vital role in ensuring that an organization's technology systems are running smoothly, and that new solutions are being explored to keep up with the ever-evolving tech landscape.
Motivation
The Manager of IT Operations and Support plays a critical role in ensuring The Washington Post's technology infrastructure operates smoothly, efficiently, and securely, empowering employees across the organization to focus on delivering world-class journalism.This role is motivated by a desire to drive excellence in IT service delivery, constantly improve end-user experiences, and implement innovative technology solutions.You will be at the forefront of aligning IT support services with business needs, spearheading initiatives that enhance productivity, collaboration, and security.The role requires a passion for operational excellence, a customer-first mindset, and a commitment to developing agile and scalable technology solutions that meet the evolving needs of the organization.Scope for this role includes Help Desk, Endpoint Engineering, Platform and Application Management for some systems, as well as some IT Procurement aimed at implementing timely, reliable, cost-effective, and innovative IT support services.Scope and skills include, but are not limited to:
Help Desk
Provide general end-user support for employees across the org and forge partnerships with News Logistics and Springfield Plant Tech Services who are embedded in those departments.Manage and update the company's system access request (SAR) profilesAutomate and process SARsProvide Tier1/Tier2 technical support, request fulfillment and problem managementSpearhead company communication for technology deployments, changes, and outagesEndpoint Engineering
Procure, deploy, maintain, and support on Windows and macOS computers company-wideSupport of VTC for HQ conference rooms as well as digital signageIn alignment with the Cybersecurity team, maintain security of end-point compute devices, continuous on-time OS patching, and application packagingManage HQ PrintersPlatform and Application Managemen t
Manage some core service and infrastructure services, such as:
ServiceNow (SaaS) - ITSM, ITAM, SARs, Automation, Self-ServiceZoom (SaaS) - Video Conference and WebinarAppspace - Digital Signage Content ManagementIvanti (On Prem) - Windows Endpoint ManagementJamf (On Prem) - Apple Endpoint ManagementWinMagic (On Prem) - Endpoint Encryption for WindowsBeyond Trust (SaaS) - Remote AssistancePrint Servers and Equitrac (On Prem) - Badge Printing & Tracking
Administer, support, and right-size key SaaS Products across the company including vendor management, negotiations in partnership with contract owners, renewals and provisioning (e.g. Slack, Zoom, Google, Aha!, Atlassian, Github, Dropbox, etc.)Change Management and Project ManagementReporting and analyticsServiceNow Development and Administration, including the implementation of automation and AI technology to improve service and reduce workloads. Process areas may include:
Finance requests and workflow managementHR request intake management and fulfillmentFacilities request intake management and fulfillmentUser access and provisioningServiceNow mobile application development and configuration
IT Procurement
Planning and oversight of the company's laptop and desktop equipmentProcess owner for Engineering's purchasesAudit support and evidenceQualifications and Requirements
Education and Experience : Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience). 5+ years of experience in IT support, operations, or infrastructure management, with at least 2 years in a leadership or management role.Technical Proficiency : Expertise preferred in several areas of this role such as Help Desk operations, Endpoint Engineering (Windows, macOS), IT procurement processes, and platform/application management. Familiarity with SaaS solutions (e.g., ServiceNow, Zoom), on-prem solutions (e.g., Jamf, Ivanti), and security practices desired (e.g., OS patching, endpoint encryption).Leadership and Communication : Demonstrated ability to lead and develop IT teams, manage cross-functional projects, and communicate effectively with technical and non-technical stakeholders. Experience in vendor management, contract negotiations, and partnership with internal teams like cybersecurity.Problem-Solving and Innovation : Strong analytical and troubleshooting skills, with a track record of using automation, AI, and process improvements to drive efficiency. Ability to identify emerging technologies and trends that can benefit the organization.Compliance and Budget Management : Familiarity with IT compliance standards and audit requirements, with experience managing IT budgets and aligning resources to organizational needs.Customer Focus : A passion for delivering best-in-class IT services with a customer-centric approach, ensuring that employees have the support they need to be productive and effective.Compensation and Benefits
Wherever you are in your life or career, The Washington Post offers comprehensive and inclusive benefits for every step of your journey:
Competitive medical, dental and vision coverageCompany-paid pension and 401(k) matchThree weeks of vacation and up to three weeks of paid sick leaveNine paid holidays and two personal days20 weeks paid parental leave for any new parentRobust mental health resourcesBackup care and caregiver concierge servicesGender affirming servicesPet insuranceFree Post digital subscriptionLeadership and career development programs
Benefits may vary based on the job, full-time or part-time schedule, location, and collectively bargained status.
The salary range for this position is:119,700.00 - 199,300.00 USD Annual
The actual salary within this range will depend on individual skills, experience, and qualifications as they relate to specific job requirements. This position may be eligible for a bonus or incentive program, and a member of the Talent Acquisition team will discuss bonus payment terms and conditions during the interview process.
The Post strives to provide its readers with high-quality, trustworthy news and information while constantly innovating. That mission is best served by a diverse, multi-generational workforce with varied life experiences and perspectives. All cultures and backgrounds are welcomed.
The innovation doesn't end in the Newsroom - dozens of teams power
The Washington Post . We are now hiring the next innovator - how will you
Impact Tomorrow ?
#washpostlife