IT Operations Lead

IT Operations Lead

Salary

$103,781.07 - $122,095.38 Annually

Location

1610 Moorland Road, Madison, WI

Job Type

Full Time

Job Number

2026-00025

Department

Enterprise Services

Opening Date

06/05/2026

Closing Date

6/14/2026 11:59 PM Central

• Description
• Benefits

About the Position

The IT Operations Lead, a senior technical resource under general supervision reports to the IT Manager, ensures smooth IT operations and service delivery within the District. As the primary escalation point for complex technical issues, they manage incident response under the estab-lished framework and coordinate operational processes to support and help lead the IT de-partment's strategic objectives.

This hands-on technical leader provides guidance and mentorship to IT support staff, conducts business analyses to translate operational needs into technical requirements, and supports the organization in identifying technology solutions that align with business objectives while main-taining operational excellence and driving continuous improvement in service delivery. The successful candidate must demonstrate a growth mindset in navigating a dynamic, mission-driven operation, while remaining committed to fostering a positive and inclusive workplace culture.

Duties

Success Factors

• Incident Resolution Excellence: Efficiently resolves escalated technical issues, maintaining high customer satisfaction, and minimizing disruption.
• Operational Process Maturity: Implements and maintains ITIL-aligned processes that improve service delivery metrics and operational efficiency.
• Technical Leadership: Provides effective technical guidance and mentorship, elevating the IT support team's capabilities and strengthening department performance.
• Business-IT Alignment: Bridges business requirements and technical solutions through skilled requirements gathering, analysis, and documentation, enabling successful project outcomes.
• Stakeholder Collaboration: Builds strong working relationships across departments and effectively manages expectations during critical incidents, service requests, and solution development.

Job Duties

30% - Incident and Problem Management

• Manage and resolve escalated IT support tickets requiring advanced technical expertise or cross-functional coordination
• Lead incident management processes following ITIL best practices, including prioritiza-tion, communication, and resolution tracking
• Serve as the primary point of contact for critical service requests and operational issues
• Conduct root cause analysis and implement preventive measures to reduce recurring incidents

25% - Business Analysis and Requirements Management

• Conduct business analysis activities to identify operational needs and translate them into technical requirements
• Facilitate requirements gathering sessions with business stakeholders to understand processes, pain points, and desired outcomes
• Document business requirements, process flows, and functional specifications for IT pro-jects and enhancements
• Evaluate current business processes and recommend technology solutions to improve efficiency and effectiveness
• Support IT staff with business analysis techniques, stakeholder engagement, and re-quirements documentation
• Assess the feasibility and impact of proposed solutions on existing systems and opera-tions

20% - Operational Coordination and Service Delivery

• Oversee IT license management, including tracking, renewals, compliance, and optimi-zation
• Monitor service delivery metrics and identify opportunities for operational improve-ments
• Coordinate the intake and preliminary assessment of new IT project requests, including initial business case analysis
• Ensure adherence to service level agreements and operational standards
• Analyze service trends and usage patterns to inform capacity planning and service im-provements

10% - Documentation and Knowledge Management

• Develop and maintain operational documentation, procedures, and knowledge base ar-ticles
• Create technical guides, business process documentation, and reference materials to support IT staff and end users
• Document incident resolution processes, requirements analysis outcomes, and lessons learned for continuous improvement
• Maintain accurate records of IT assets, licenses, operational configurations, and busi-ness requirements

10% - Team Support and Process Improvement

• Provide technical guidance and mentorship to IT support staff without direct supervisory authority
• Train and coach IT team members on business analysis techniques and stakeholder en-gagement approaches
• Collaborate with the IT Manager to implement process improvements and operational standards
• Lead training sessions and knowledge-sharing activities to build team capabilities
• Participate in IT strategic planning and operational improvement initiatives

5% - Other Duties as Assigned

• Serve occasionally as backup coverage for District IT Manager duties during planned and unplanned absences as required or assigned.
• Complete any and all district required trainings.
• Perform related work and other duties as required.
• Support the District's Strategic Plan and special projects associated with organizational goals.

Requirements

Required Qualifications

• Bachelors degree in Information Technology, Computer Science, Business Administra-tion, Information Systems, or related field, or equivalent professional experience.
• Experience in a formal IT leadership role (e.g. Lead Worker, Supervisor, etc.)
• Demonstrated experience in business analysis, gathering requirements, and creating and maintaining process documentation.

Preferred Qualifications

• ITIL Practitioner, ITIL Managing Professional, or ITIL Strategic Leader certification
• Business analysis certification (CBAP, CCBA, PMI-PBA, or similar)
• Project Management and/or Product Manager Certificate

Qualified applicants are required to submit a resume and cover letter along with the application. Application materials should detail experience and/or training with the qualifications referenced for this position.

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment.?The District uses E-verify.

Physical Demands & Work Environment

Work is primarily performed in a standard office environment. The position requires one to be able to sit or stand for extended periods of time, and the incumbent must be able to safely use computer equipment for extended periods of time. Requires ability to operate computer keyboard or other office equipment. Requires the ability to read and write words and numbers. Requires the ability to communicate in person, publicly or over the phone. The role may require attending evening meetings or working extended hours during budget preparation periods.

This position is eligible for remote work, consistent with District policy.

The District offers an excellent benefits package that is designed to provide employees with peace of mind and balance between the demands of work and home. We think it is important to plan for our future and yours. Employees working at least 24 hours a week for at least a year are eligible for the following benefits:

Vacation (amounts are prorated for part-time employees):

• Start Date 100 hours prorated
• Jan 1 following start date 100 hours
• Jan 1 following 3rd anniversary 160 hours
• Jan 1 following 15th anniversary 216 hours

Sick Leave: Employees accrue 15 days per year.

Holidays/Floating Holidays: 10 paid holidays plus an additional 5 floating holidays every year.

Health Insurance: The District pays 88% of the cost of both the single and family plans. Coverage is effective 30 days from start date. Our health plan through Quartz provides excellent coverage with no office co-pays or deductibles!

Dental: The District pays 100% of the single premium and an equal amount toward the family premium. Coverage is effective 30 days from start date.

Vision: The District offers voluntary vision insurance for employees. Coverage is effective 30 days from start date.

Wisconsin Retirement System: The District is covered under the Wisconsin Retirement System (WRS). The District and all employees will pay toward the WRS an amount determined annually by the State of Wisconsin. There is a 5 year vesting schedule for the District's portion.

457 Deferred Compensation and Roth IRA Plan: The District offers a voluntary tax deferred retirement plan through ICMA Retirement Corporation. An after-tax Roth IRA is also offered.

Flexible Spending Account: The District offers a health care and dependent care flexible spending account to enable employees to use tax-free funds to pay for qualified expenses.

Life Insurance: The District offers term life insurance that employees can purchase through the State of Wisconsin for themselves, their spouse, or dependents.

Short Term Disability (Income Continuation Insurance): The District offers the State of Wisconsin Income Continuation Insurance program for local government employers. Currently, employees in the local plan do not have to pay a premium to participate in the program.

Long Term Disability: The District offers the State of Wisconsin Long-Term Disability Insurance (LTDI) program at no charge. The amount of the benefit is 40% of the employees salary.

Employee Assistance Program (EAP): The District offers a free and confidential EAP to help employees with personal problems such as relationship issues, depression, substance abuse, parenting, legal or financial issues.

Wellness Program: District employees have the option of getting Hepatitis B vaccinations, flu shots, hearing tests and Health Risk Assessments free of charge.. We have a wellness committee with fun activities all year long.

Employee Development: We believe that investing in employees growth and development results in greater job satisfaction and a more effective, productive workforce. The District will cover the cost of:

• Certifications, licenses and credentials required to carry out professional responsibilities.
• Membership and involvement in professional organizations.
• Conferences and training as it relates to work responsibilities.
• Tuition reimbursement up to an annual amount of over $5000.

Employer Madison Metropolitan Sewerage District

Address 1610 Moorland Road

Madison, Wisconsin, 53713

Phone 6082221201

Website http://www.madsewer.org