IT Operations Manager
5 days 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.
About the RoleWe are seeking 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.
Main 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.
To be successful in this role, you should possess:
- 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.
- Deep familiarity with ITIL best practices; hands-on experience in implementing ITIL processes.
- Proficiency with Autotask PSA or comparable Professional Services Automation tools.
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.
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