Manager IT

We are seeking an experienced IT Operations and Service Delivery Manager to lead and elevate our service teams. This role demands a strong leader who can set high standards for communication, quality, and ownership while driving performance and fostering collaboration across engineering, support, and business units. The ideal candidate will be accountable for the entire customer experience, ensuring proactive communication, managing escalations effectively, and turning feedback into actionable improvements. You will oversee reliable and secure operations across networks, servers, cloud environments, endpoints, identity management, and backups, applying ITIL best practices in incident, problem, change, and request management. Additionally, you will leverage AI and automation thoughtfully to enhance troubleshooting, documentation, and reporting, while continuously identifying and resolving recurring issues.

Key Responsibilities

Team Leadership
- Define and model excellence in communication, quality, and ownership daily.
- Set clear goals, provide frequent honest feedback, and address performance gaps promptly.
- Collaborate closely with engineering, support, and business teams to achieve objectives.

Customer Experience
- Own customer relationships, ensuring satisfaction from routine service to complex escalations.
- Proactively communicate next steps, responsible parties, and timelines to keep customers informed.
- Conduct service reviews that identify key issues and drive meaningful improvements.

Operations and Service Management
- Ensure secure, stable operations across networks, servers, cloud, endpoints, identity, and backups.
- Implement ITIL processes effectively for incident, problem, change, and request management.
- Lead major incident response from initial alert through root cause analysis and permanent resolution.
- Monitor SLAs, customer satisfaction, and backlog metrics, making data-driven decisions.

AI and Continuous Improvement
- Utilize AI and automation to accelerate troubleshooting, documentation, and reporting, maintaining appropriate data safeguards.
- Identify potential gaps early to prevent recurring problems and measure the impact of improvements.

Core Competencies
- Clear Communication: Explain complex security risks succinctly to business stakeholders, ensuring immediate action. Coach the team to maintain high standards in written and verbal communication.
- Attention to Detail: Ensure no task or commitment is overlooked by embedding quality checks and consistently following through.
- High-Level Thinking: Recognize patterns and systemic issues, encouraging a culture of problem-solving beyond symptoms.
- Coaching and Ownership: Take full responsibility for outcomes, provide honest feedback, and support team growth through regular one-on-one meetings.

Required Qualifications
- Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related discipline.
- Minimum of 8 years in IT, with at least 4 years managing service delivery or IT operations teams.
- Demonstrated success in customer service with measurable outcomes.
- ITIL 4 Foundation certification with practical application experience.
- Strong expertise in Microsoft 365, Entra ID, networking technologies (VPNs, routers, switches, firewalls), cloud platforms, and security operations.
- In-depth knowledge of RTSP and its use in CCTV/video monitoring and DVR/NVR network infrastructure.
- Hands-on experience with Kaseya, Cacti, Zabbix, SIEM platforms, and practical AI applications in IT operations.
- Proven ability to coach teams to improve communication and operational discipline.

Preferred Qualifications
- Experience working within a Managed Services Provider (MSP) environment.
- ITIL 4 Managing Professional certification or higher.
- Additional certifications such as Microsoft MS-102, AZ-104, or CompTIA Security+.

This role offers the opportunity to lead a dynamic team, drive operational excellence, and innovate through AI and automation within a collaborative and customer-focused environment.