IT Service Operations Manager
1 week ago
At NUMENTIS, we empower businesses through innovative IT solutions and exceptional service delivery. As a leading Managed Services Provider (MSP), we drive transformation by adhering to ITIL best practices and leveraging advanced tools like Autotask PSA to support our global clientele. Our dynamic, collaborative culture prizes continuous improvement and proactive leadership.
The Role
We are looking for an experienced IT Service Operations Manager with a strong technical background and hands-on expertise to lead our remote support teams and enhance our IT service operations. You will play a pivotal role in streamlining service delivery processes, ensuring adherence to ITIL standards, and managing technology operations with a technical touch. Your leadership and hands-on experience will be vital for managing incident resolution, process improvement, vendor relations, and effective use of Autotask PSA.
Key Responsibilities
- Operational Leadership: Oversee daily IT service operations, ensuring all activities adhere to ITIL best practices and internal procedures.
- Remote Team Management: Lead and develop our remote support team, ensuring consistent, high-quality service delivery across time zones.
- Autotask PSA Administration: Utilize Autotask PSA to manage work orders, track key performance indicators (KPIs), and monitor service level agreements (SLAs).
- Technical Hands-On Oversight: Utilize your technical background to provide hands-on support for critical incidents, troubleshooting complex issues, and guiding technical implementations.
- Process & Change Management: Design, implement, and continuously refine IT service, incident, and change management processes to boost efficiency and drive continuous improvement.
- Vendor & Stakeholder Collaboration: Manage relationships with vendors and internal stakeholders, ensuring seamless integration of technical solutions and adherence to service expectations.
- Performance Monitoring & Reporting: Establish and track IT service performance metrics, prepare regular status reports for leadership, and drive remedial actions when KPIs or SLAs fall short.
- Escalation & Issue Resolution: Serve as the primary escalation point for critical incidents, coordinating resources to ensure timely and effective resolutions.
- Budget & Cost Management: Oversee and optimize the IT service operations budget while implementing cost-control measures.
Qualifications and Requirements
Experience:
- A minimum of 3 years of experience managing IT service operations in an MSP or a similar environment.
- Proven background in leading remote support teams, with experience in global service delivery.
- Demonstrable hands-on technical expertise with IT systems, networks, or infrastructure—truly not a desk-bound manager.
Education:
- A college diploma or degree is preferred, reflecting a solid educational background that complements practical experience.
Expertise:
- Deep familiarity with ITIL best practices; hands-on experience in implementing ITIL processes.
- Proficiency with Autotask PSA or comparable Professional Services Automation tools.
- A track record of managing incident, change, and service request processes to enhance service delivery.
Skills:
- Excellent leadership, communication, and conflict-resolution skills.
- Strong analytical and strategic thinking abilities, with a proactive approach to problem-solving.
- Adept at vendor management and cross-functional collaboration.
Certifications:
- ITIL Foundation certification (or higher) or other relevant IT service management certifications are highly preferred.
Why NUMENTIS?
At NUMENTIS, each team member plays a crucial role in shaping the future of IT service delivery. We offer a competitive salary, comprehensive benefits, and an opportunity to work in a supportive, innovative environment where your contributions make a tangible impact. If you are a proactive leader with a passion for operational excellence and a knack for transforming complex challenges into streamlined solutions, we want to hear from you.
How to Apply
Submit your resume and a cover letter detailing your relevant experience. Be sure to include your reason for why you want to join NUMENTIS. We review applications on a rolling basis and look forward to learning how you can contribute to our dynamic team at NUMENTIS.
Seniority levelMid-Senior level
Employment typeFull-time
Job functionManagement and Manufacturing
IndustriesIT Services and IT Consulting
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