IT Operations Manager

Role Overview

We are looking for an accomplished IT Operations Manager to spearhead the delivery of enterprise Managed Services, supervise multi-tier technical teams, and be the main on-site contact for our customer. This position involves governance of IT services, ensuring operational excellence, managing SLA adherence, stakeholder engagement, and driving continuous service improvements aligned with ITIL standards.

Primary Duties

• Oversee daily execution of IT Managed Services to assure superior operational standards.
• Track and manage service-level agreements (SLAs), key performance indicators (KPIs), incident and service request handling, and oversee change management processes.
• Develop and refine IT Service Management (ITSM) workflows, escalation protocols, and operational policies.
• Lead and coordinate Service Desk, 24/7 Network Operations Center (NOC), and Level 2 Infrastructure, Systems, Network, Security, and Cloud teams.
• Collaborate with Level 3 engineers and Subject Matter Experts on complex technical challenges and improvements.
• Manage Major Incident and Problem Management processes, including Root Cause Analysis and preventative maintenance efforts.
• Maintain updated Knowledge Base articles, Standard Operating Procedures, and all operational documentation.
• Supervise IT asset lifecycle activities including hardware upkeep, Return Merchandise Authorization (RMA) procedures, and vendor management.
• Generate reports for executives, SLA dashboards, operational reviews, and regularly communicate service metrics to customer stakeholders.
• Identify potential areas for service enhancement, perform gap assessments, and recommend initiatives for infrastructure modernization.

Qualifications and Skills

• Possession of a Bachelor's degree in Computer Science, IT, Computer Engineering, or a related technical discipline.
• Between six to eight years of experience in enterprise IT operations and Managed Services environments.
• Demonstrated leadership managing technical teams within enterprise IT support.
• ITIL Foundation v4 certification mandatory; additional certifications like CCNP, VMware VCP, MCSE, or equivalent infrastructure/cloud certifications favored.

Technical and Interpersonal Expertise

• Strong grasp of IT Operations Management and ITIL frameworks.
• Experience managing Managed Services, Service Desk, and Network Operations Centers.
• Expertise in SLA and KPI governance, incident, problem, and change control.
• Skill in Root Cause Analysis and ITSM platforms such as ManageEngine or ServiceNow.
• Facility with vendor and asset management.
• Proficient with technologies including VMware, Active Directory, SQL, Storage, Networks, Security, and Cloud.
• Proven leadership and stakeholder management capabilities.