IT Manager, Scholars Operations Center

PLEASE NOTE: Your application will expire one year from the time of submission. Please feel free to apply to any other positions for which you may qualify.

Job Posting End Date:

Deadline to apply is 11:59 PM on

05-22-2025

Job Title:

IT Manager, Scholars Operations Center

Contract Type:

Employee

Annual Salary:

$85,973.00 - $154,751.00

(Support staff salary will be based on internal equity and experience)

Location:

FL - HOME OFFICE

Job Description Summary:

Our Mission is to equip students for success by developing and delivering highly effective digital learning through an intuitive online platform.


FLVS does not discriminate in admission or access to, or treatment or employment in its programs and activities on the basis of race, color, religion, age, sex, national origin, marital status, disability, genetic information or any other reason prohibited by law.

The Position:

Position General Summary:

The Manager, Scholars Operations Center  leads the Tier 2 and Tier 3 support staff on the Scholars Operations Center team serving the Florida Scholars Academy program.  The team  supports  students, teachers, and staff in  physical locations throughout Florida. This position manages and coordinates communications and support activities for the team.

The Florida Scholars Academy program provides in-person instruction to incarcerated students at housing facilities managed by the Florida Department of Juvenile Justice. 

The Manager, Scholars Operations Center will provide real-time guidance to the Scholars Operations Center team during business hours and respond to urgent escalations in a timely manner. The position will provide solution recommendations and implementation guidance as needed, with a strong focus on Cybersecurity best practices.

Essential Position Functions:

• Conduct daily team standup meetings
• Supervise directly assigned engineers and analysts and provide real-time responses during business hours
• Provide technical guidance on the implementation of security measures affecting:
  • Firewall and switch hardware
  • Intune policies
  • Group Policy Objects
  • Windows 11 operating system configuration
  • 3rd party security tools
• Communicate updates to stakeholders regularly and respond to inquiries
• Track the closure of incidents assigned to the team using ServiceNow
• Track the resolution of stories assigned to the team using Azure DevOps
• Provide periodic performance reviews of team member performance using both formal and informal mechanisms 
• Mentor team members in best practices and skills development
• Analyze the efficacy of security measures and take action to correct deficiencies
• Meet professional obligations through efficient work habits such as, meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrating respect for others
• All work responsibilities are subject to having performance goals and/or targets established
• Work during normally scheduled FLVS holidays with a compensating time-off schedule

 (These essential functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job-related duties as required.)

Minimum Requirements:

Education/Licensure/Certification:

• Bachelor’s degree in computer science or information systems, or equivalent combination of education and relevant experience
• IT or Cybersecurity certification preferred

Experience:

• 7 years of supporting the Windows operating system
• 7 years of supporting an Active Directory domain synced to Entra ID
• 7 years of implementing cybersecurity best practices based on policy documentation
• 5 years of providing real-time support during business hours
• 5 years of supporting configuration management technologies for Windows
• 3 years of responding to security incidents
• 3 years managing a team of technical specialists

Knowledge, Skills, and Abilities (KSAs):

• Strong understanding of Active Directory domain management and the relationship with Entra ID synced objects
• Strong understanding of configuration management principles and practices using Intune Endpoint Management
• Robust knowledge of the current technology landscape involving Windows 11
• Experience with cybersecurity program implementations and policy interpretation
• Ability to lead the team during high-pressure investigations and assign roles
• Experience with managing team members at different skill levels, Tier 2 and Tier 3
• Experience supporting users in highly controlled or adversarial scenarios
• Exceptional verbal and written communication skills

Core Competencies for Success:

COMMUNICATION SKILLS

Clearly and effectively conveys and/or presents information verbally; summarizes what was heard to mitigate miscommunication;  Shares ideas and perspectives and encourages others to do the same; Informs others involved in a project of new developments; Disseminates information to other employees, as appropriate; Effectively uses multiple channels to communicate important messages; Keeps supervisor well informed about progress and/or problems in a timely manner; Writes in a clear, concise, organized and convincing way for a variety of target audiences; The written message is consistently error-free; The written message has the desired effect on the target audience

                                          

CUSTOMER FOCUS

Prioritizes customers (internal and external)  and their needs as primary and is dedicated to meeting their expectations; Develops and maintains customer relationships; builds credibility and trust; Quickly and effectively solves customer problems; Provides prompt, attentive service in a cheerful manner; adapts to changing information,  conditions or challenges with a positive attitude; Incorporates customer feedback into delivery of service to provide the best experience possible for the customer; Actively promotes our organization in the community by serving as an ambassador or volunteer

INTERPERSONAL SKILLS

Relates well with others; Treats others with respect; Shares views in a tactful way; Demonstrates diplomacy by approaching others about sensitive issues in non-threatening ways; Considers and responds appropriately to the needs, feelings and capabilities of others; Fosters an environment conducive to open, transparent communication among all levels and positions; Takes the initiative to get to know internal and external customers

FUNCTIONAL /TECHNICAL EXPERTISE

Has the skills, abilities, knowledge and experience to be successful in functional area of expertise; Dedicates time and energy to keeping abreast of the latest information related to area of expertise and technology; Picks up on technology quickly; Does well in technical courses and seminars; Produces high quality work in organized and timely fashion

MANAGER COMPETENCIES FOR SUCCESS:

COMMAND SKILLS

Relishes leading; Takes unpopular stands if necessary; Encourages direct and tough debate but isn’t afraid to end it and move on; Is looked to for direction in a crisis; Faces adversity head on; Energized by tough challenges

CONFLICT MANAGEMENT

Steps up to conflicts, seeing them as opportunities; Reads situations quickly; Good at focused listening; Can hammer out tough agreements and settle disputes equitably; Can find common ground and get cooperation with minimal “noise”

LISTENING

Practices attentive and active listening with all groups/people; Has the patience to hear people out without interruption; Can accurately restate the opinion of others even when he/she disagrees

MANAGING DIVERSITY

Manages all kinds and classes of people equitably; Deals effectively with all races, nationalities, cultures, disabilities, ages and both sexes; Hires variety and diversity without regard to class; Supports equal and fair treatment  and opportunity for all

DEVELOPING OTHERS

Provides constructive, concrete, behavioral feedback to others through monthly development discussions; Shares information, resources and suggestions to help others be more successful; Delegates challenging work assignments or responsibilities that will help the abilities and stretch others; Regularly meets with employees to review development needs, career aspirations and progress; Constructs compelling developmental plans and executes them; Creates a climate in which people want to do their best; Is a good judge of talent; After reasonable exposure, can articulate the strengths and limitations of people inside or outside the organization

                   

TIMELY, QUALITY DECISION MAKING

Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; Able to make a quick decision; Makes good decisions based upon a mixture of analysis, wisdom, experience and judgment; Sought out by others for advice and solutions; Most of his/her solutions and suggestions turn out to be correct and accurate when judged over time

PROCESS MANAGEMENT

Good at figuring out the processes necessary to get things done; Knows how to organize people and activities; Understands how to separate and combine tasks into efficient work flow; Can readily see opportunities or synergy and integration; Can simplify complex processes; Gets more out of fewer resources

             

TEAM BUILDING

Develops networks and builds alliances; Participates in cross-functional activities to achieve organizational objectives; Focuses time and energy to develop direct report team and peer team; Fosters commitment, team spirit, pride and trust; Recognizes and rewards people for their achievements and contributions to organizational success; Identifies and tackles morale issues; Provides training and development to employees; creates and participates in team building  sessions; Empowers others; Makes each individual feel his/her work is important; Invites input from each person and shares ownership and visibility

MANAGING & MEASURING WORK

Clearly assigns responsibility for tasks and decisions; Sets clear objectives and knows what to measure and how to measure them; Monitors process, progress, and results; Designs feedback loops into work; Holds self and others accountable for achieving goals and objectives

          

COMFORT AROUND HIGHER MANAGEMENT

Deals comfortably with more senior managers; Presents to more senior managers without undue tension and nervousness; Determines the best way to get things done with more senior managers by talking their language and responding to their needs; Crafts approaches to working with more senior managers that are seen as appropriate and positive

MANAGERIAL COURAGE

Doesn’t hold back anything that needs to be said; Is not afraid to provide current, direct, and “actionable” positive and corrective feedback to others; Lets people know where they stand; Faces up to people problems on any person or situation quickly and directly              

Physical Requirements and Environmental Conditions:

• Frequency of travel: Occasional travel is required for meetings, trainings, and conferences; location may vary and may require overnight stays
• Light physical activities and efforts required working in an office environment

(Reasonable accommodations will be made in accordance with existing ADA requirements for otherwise qualified individuals with a disability.)