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IT Operations Support Lead

  • Location: Deerfield Beach, 33442
  • Job Type:Permanent

Posted 13 days ago

Our client is seeking an IT Operations Support Lead for a direct-hire opportunity in Deerfield Beach, Florida! 

The IT Operations support lead is an instrumental role inside the operations management team and is responsible for ensuring all technology incidents are driven to resolution across the enterprise. The operations management team provides 24/7 monitoring and break/fix support of application and infrastructure technologies across multiple lines of business.  

Position Overview:
  • Provide critical leadership during Major Incidents to drive quick response and restoration. This includes, but is not limited to:
    • Technical resource and vendor engagement and escalation
    • Incident communication and coordination with technical and customer service resources
    • Providing timely, accurate, and effective communication on service impacting events.
    • Post-incident procedures, including updating ServiceNow with proper documentation, creating executive summaries, and coordinating resources to perform root cause analysis
  • Strategically designs and matures the Major Incident and Problem Management programs, to include documentation and workflows to ensure they are relevant and current as well as evaluating tools to gain additional efficiencies.
  • Collaborates with appropriate leadership and stakeholders to ensure all support guidelines are met as well as to gain an understanding of departmental business structure and requirements, and to manage business Playbooks
  • Responsible for providing metrics reporting and analytics for Major Incident and Problem Management, to appropriate Leadership and Committee’s. Monitors the effectiveness of the Major Incident and Problem Management program.
  • Works with the service management team to design and mature analytic performance improvements for Major Incident and Problem Management.
  • Participates in the risk analysis process to determine business impact of changes to the environment.
  • Reports on key metrics of availability, incident resolution and service delivery performance.
  • Responsible for the understanding, impact and functional requirements for IT changes that affect overall stability and health of all IT environments both on-premise and cloud.
  • Drive accountability of problem resolution and Root Cause analysis, ensuring timely reports, fixes, and remediation
  • Bachelor’s degree in Information Technology or Computer Science preferred
  • ITIL certifications preferred
  • Minimum 5+ years of related experience supporting and managing enterprise scale on premise and cloud-based networking, database, and server technologies.
  • Strong knowledge of major incident management.
  • Skilled at running problem management and RCA sessions.
  • Strong knowledge of ServiceNow and general knowledge of multiple information technology domains
  • Ability to apply critical thinking, problem-solving and decision making in stressful situations
  • Ability to take control and drive a major incident to resolution at any time
  • Ability to partner with individuals and teams at all levels
  • High organizational skills and ability to multitask
  • Ability to communicate, both written and verbally, with a high level of confidence and clarity
  • Experience in and taking part in a 24x7 operations center and/or with teams responsible for resolving critical, business-impacting outages
  • Experience in working with vendors for third-party supported technologies
  • Self-starter with the ability to work with minimal direction
  • Ability to work evenings and weekends, based on business needs and being part of an on-call rotation.
  • Experience with service management reporting in ServiceNow or similar tools.


Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.