We are looking for an IT Operations Manager to lead our Managed Services team and ensure the smooth delivery of IT operations across multiple client accounts. This role oversees service performance, team management, incident resolution, and continuous improvement of operational processes.
Key Responsibilities
- Oversee day-to-day IT operations and service delivery for assigned client accounts.
- Manage and mentor IT support teams (e.g., NOC, Service Desk, Onsite Support).
- Ensure SLAs, KPIs, and operational metrics are consistently met.
- Handle incident and problem management, including escalation and root-cause analysis.
- Coordinate with clients for operational updates, service reviews, and improvement plans.
- Develop and implement process improvements, SOPs, and best practices.
- Monitor workload distribution, scheduling, and staffing requirements.
- Work closely with technical leads to resolve high-priority issues.
- Prepare operational reports, performance dashboards, and service documentation.
- Oversee change management activities and ensure compliance with policies and standards.
Qualifications
Minimum Qualifications:
- Bachelor's degree in IT, Computer Science, Engineering, or related field.
- At least 5–7 years of experience in IT operations, service delivery, or managed services.
- At least 2 years in a leadership or supervisory role.
- Strong understanding of ITIL processes (ITIL certification is a plus).
- Experience managing Service Desk, NOC, or field operations teams.
- Strong communication and client-facing skills.
- Solid problem-solving, decision-making, and project management abilities.
- Ability to work under pressure and handle multiple priorities.
Preferred Skills
- Experience with monitoring tools, ticketing systems, and ITSM platforms.
- Background supporting enterprise clients or large-scale IT environments.
- Ability to develop SOPs, workflows, and performance dashboards.
- Strong stakeholder management and conflict resolution skills.
