Personnel Operations Manager at Reliant… · SeaTac

Position Overview

We’re looking for an experienced, people-focused IT Personnel Operations Manager to lead our IT teams and oversee day-to-day operations across our supported locations.

This role is responsible for team leadership, employee performance, staffing, service delivery, operational processes, and continuous improvement. The ideal candidate is a strong communicator and leader who can build effective teams, set clear expectations, hold employees accountable, and ensure the IT organization consistently meets the needs of the business.

The successful candidate is organized, proactive, approachable, and comfortable managing multiple priorities in a fast-paced environment. They should be able to balance the needs of employees, customers, leadership, and the business while creating a culture of accountability, teamwork, and continuous improvement.

Key Responsibilities

1. Team & Personnel Management

• Lead, coach, and develop IT support teams across multiple locations.
• Set clear expectations for performance, attendance, customer service, communication, and professionalism.
• Conduct regular 1:1s, team meetings, performance check-ins, and reviews.
• Provide ongoing coaching, feedback, recognition, and development opportunities.
• Identify employee strengths and opportunities for growth.
• Address performance and attendance concerns promptly and consistently.
• Partner with leadership on employee relations and personnel matters.
• Support hiring, interviewing, onboarding, and training of new employees.
• Develop and maintain a strong team culture focused on accountability, collaboration, and respect.
• Identify and develop future leaders within the organization.

2. Staffing & Workforce Management

• Ensure appropriate staffing and coverage across locations and business needs.
• Manage schedules, assignments, workload distribution, PTO coverage, and staffing gaps.
• Monitor team capacity and make recommendations for additional resources when needed.
• Ensure employees are properly trained and cross-trained to support operational needs.
• Work with leadership on hiring plans and workforce requirements.
• Adjust resources and priorities based on changing business needs.

3. Daily Operations & Service Delivery

• Oversee daily IT operations and ensure teams provide reliable and consistent support.
• Monitor workload, service levels, ticket activity, and customer needs.
• Ensure employees follow established processes, procedures, and expectations.
• Identify operational challenges and develop practical solutions.
• Visit supported locations regularly to evaluate operations, employee performance, and customer needs.
• Ensure issues are escalated and resolved appropriately.
• Maintain strong relationships with business leaders and internal customers.

4. Performance & Accountability

• Establish measurable goals for individuals and teams.
• Monitor employee and team performance through productivity, service levels, customer feedback, and operational results.
• Recognize strong performance and address areas requiring improvement.
• Create action plans to improve individual or team performance when necessary.
• Maintain accountability while providing employees with the support and resources needed to succeed.
• Use operational data to identify trends and make informed staffing and performance decisions.

5. Process Improvement

• Identify opportunities to improve efficiency, communication, and service delivery.
• Develop and maintain clear processes, procedures, and SOPs.
• Standardize processes across locations where appropriate.
• Identify recurring issues and work with teams to develop lasting solutions.
• Look for opportunities to reduce unnecessary work and improve employee productivity.
• Lead operational changes and ensure teams understand and adopt new processes.

6. Project & Business Support

• Lead and support operational projects and company initiatives.
• Coordinate people, resources, timelines, and responsibilities.
• Communicate project updates, challenges, and results to leadership.
• Partner with other departments to understand business needs and provide appropriate IT support.
• Ensure IT operations align with overall business goals.

7. Leadership & Communication

• Serve as a key connection between IT leadership, employees, and client.
• Communicate expectations, priorities, and organizational changes clearly.
• Maintain an approachable and supportive management style.
• Handle difficult conversations professionally and effectively.
• Build trust and credibility with employees and leadership.
• Promote a positive, professional, and customer-focused work environment.

Required Skills & Qualifications

• 2+ years of experience managing employees, teams, or operations.
• Experience managing technical or support teams preferred.
• Strong leadership and people-management skills.
• Experience with employee coaching, performance management, and development.
• Strong communication and interpersonal skills.
• Ability to manage staffing, scheduling, and workload priorities.
• Strong organizational and problem-solving skills.
• Ability to handle difficult conversations and personnel matters professionally.
• Ability to establish accountability while maintaining a positive team environment.
• Strong customer service mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable working with basic IT concepts and supporting a technical team.
• Strong attention to detail and follow-through.
• Ability to maintain confidentiality regarding employee and business matters.

Preferred Qualifications

• Experience managing IT, technical support, field services, or operations teams.
• Experience managing teams across multiple locations.
• Experience partnering with leadership and other teams on employee relations and performance matters.
• Experience with workforce planning and staffing.
• Experience developing SOPs and operational processes.
• Experience using reporting tools, ticketing systems, or workforce management platforms.
• IT-related education or certifications are a plus.

What Success Looks Like

The successful IT Operations Manager will:

• Build a strong, accountable, and engaged IT team.
• Ensure appropriate staffing and coverage across locations.
• Improve employee performance, development, and retention.
• Maintain consistent and reliable IT service delivery.
• Create clear expectations and accountability throughout the organization.
• Develop strong relationships with employees, leadership, and business partners.
• Identify and resolve operational challenges before they become larger issues.
• Improve processes, communication, and overall team efficiency.
• Develop employees and future leaders within the organization.
• Serve as a trusted and effective leader for the IT organization.

Ideal Candidate

The ideal candidate is a people-first operations leader who knows how to manage employees, solve problems, and keep a team moving in the right direction.

They are organized, approachable, accountable, and comfortable making decisions. They know how to coach employees, address performance concerns, manage competing priorities, and communicate effectively with both employees and leadership.

While a strong understanding of IT is important, this role is primarily focused on people, operations, and service delivery. The ideal candidate doesn't need to be the most technical person in the room, they need to be the person who can build a strong team, set clear expectations, solve problems, and make sure the operation runs effectively.

Job Type: Full-time

Pay: From $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Bonus opportunities

Ability to Commute:

• SeaTac, WA 98148 (Required)

Ability to Relocate:

• SeaTac, WA 98148: Relocate before starting work (Required)

Work Location: In person