Manager IT

We are seeking an experienced IT Service Delivery Manager to lead and enhance our IT operations and customer service teams. This role requires a hands-on leader who sets high standards for communication, quality, and ownership while driving performance through clear goals and timely feedback. The successful candidate will collaborate closely with engineering, support, and business units to ensure seamless service delivery and operational excellence.

Key Responsibilities

Team Leadership: Define and model what excellent communication, quality, and ownership look like on a daily basis. Drive team performance by setting clear objectives, providing honest and frequent feedback, and addressing any performance gaps promptly. Foster strong collaboration across engineering, support, and business teams to achieve shared goals.

Customer Experience: Take full ownership of customer relationships, ensuring satisfaction from routine service interactions to complex escalations. Proactively keep customers informed with clear next steps, assigned owners, and realistic timelines. Conduct service reviews that translate customer feedback into actionable improvements.

Operations and Service Management: Maintain reliable and secure operations across networks, servers, cloud environments, endpoints, identity management, and backup systems. Implement ITIL best practices in incident, problem, change, and request management tailored to real-world scenarios. Lead major incident responses from initial alert through root cause analysis and permanent resolution. Use data-driven insights to monitor service level agreements (SLAs), customer satisfaction, and backlog, taking appropriate action based on these metrics.

AI and Continuous Improvement: Leverage AI and automation technologies to accelerate troubleshooting, documentation, and reporting while ensuring data security. Identify potential issues early to prevent recurring problems and measure the effectiveness of implemented solutions.

Required Qualifications

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

Preferred Qualifications

- Experience working within a Managed Services Provider (MSP) environment.
- Advanced ITIL certifications such as ITIL 4 Managing Professional or higher.
- Additional certifications in Microsoft or security domains, including MS-102, AZ-104, or Security+.

This position offers the opportunity to lead a dynamic team in a fast-paced environment, driving operational excellence and customer satisfaction through innovative IT service management and continuous improvement initiatives.