IT Service Manager

**Job Title: Service Operations Manager**

Location: Kitchener, Ontario (On-Site)

Company: Reis Informatica Inc.

**About Us**:
Reis Informatica Inc. is a proudly Canadian-managed IT service provider with a unique global presence, offering 24/7 support through our offices in Kitchener, Lisbon, Kuala Lumpur, and São Paulo. We are dedicated to empowering businesses through strategic, secure, and fully managed IT solutions, transforming IT from a challenge to a business asset.

**Position Overview**:
We are seeking an experienced and dynamic Service Operations Manager to join our leadership team. This role is integral to the management and growth of our Service Desk, Cybersecurity, and Central Services teams. You will oversee service coordination, ensure the optimization of our toolsets, manage client communications during critical situations, and drive continuous improvement across the organization.

We are looking for someone who is not only technically proficient but also a passionate leader who takes extreme ownership, fosters team growth, and ensures seamless client experiences.

**Key Responsibilities**:
1. **Team Management**:

- Oversee and manage Service Desk, Cybersecurity, and Central Services teams.
- Cultivate an environment of accountability, collaboration, and continuous growth.
- Lead, mentor, and support team members in their professional development.

2. **Service Coordination**:

- Oversee the service coordination process, ensuring efficient scheduling and task management.
- Manage the on-call scheduling to ensure 24/7 service delivery.

3. **Toolset Optimization**:

- Ensure all toolsets (RMM, monitoring, ticketing systems) are fully utilized and optimized.
- Identify and implement new tools and technologies to improve operational efficiency.

4. **Maintenance and Project Management**:

- Design, implement, and manage maintenance windows and activities.
- Oversee project management activities, ensuring timely and successful delivery.

5. **Client Communication**:

- Act as the primary escalation point for critical (P1) emergencies, providing timely status updates.
- Communicate and collaborate closely with the Client Success Team to ensure alignment and client satisfaction.

6. **Leadership and Ownership**:

- Take extreme ownership of service delivery and team performance.
- Represent the Service Operations team on the company leadership team, contributing to strategic discussions.

7. **KPI Management and Reporting**:

- Develop, monitor, and report on Key Performance Indicators (KPIs) to assess team performance and service quality.

8. **Continuous Process Improvement**:

- Identify and implement process improvements to enhance efficiency, quality, and client satisfaction.

9. **After-Hours Leadership**:

- Conduct meetings and coordinate activities with offshore teams in different time zones.

**Qualifications**:

- Experience: Minimum 15 years of experience in IT service management, with a background as a systems engineer.
- Technical Expertise: In-depth knowledge of networking, servers, virtualization, and cybersecurity.
- Leadership: Proven leadership experience, capable of managing and growing multiple teams in a fast-paced MSP environment.
- Communication: Exceptional verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
- Client-Focused: Strong client relationship skills, especially during critical incidents and emergencies.
- Personality: Outgoing, humble, and willing to “dive into the trenches” with the team.
- Mindset: Committed to learning, continuous improvement, and maintaining a no-ego attitude.
- Organization: Exceptional organizational and project management skills.

**Why Join Reis Informatica?**
- Global Presence: Work with teams across Canada, Portugal, Malaysia, and Brazil.
- Innovative Culture: A company committed to redefining IT services and cybersecurity.
- Growth-Oriented: Opportunities for professional growth and leadership development.
- Impactful Work: Play a key role in transforming IT challenges into strategic business assets for our clients.

We are excited to meet passionate leaders ready to make a difference

**Benefits**:

- Company events
- Extended health care
- Life insurance
- Paid time off

Schedule:

- Monday to Friday
- Weekends as needed

Ability to commute/relocate:

- Kitchener, ON N2R 1J4: reliably commute or plan to relocate before starting work (required)

**Experience**:

- IT support: 10 years (required)

Licence/Certification:

- Driving Licence (required)

Work Location: In person

Expected start date: 2025-04-15