This range is provided by DataMasters. Your actual pay will be based on your skills and experience talk with your recruiter to learn more.
Base pay range
$125,000.00/yr - $135,000.00/yr
We are seeking a highly motivated and experienced IT Operations Manager to lead our technical operations team within a fast-paced Managed Service Provider (MSP) environment. In this role, you will be responsible for overseeing day-to-day IT service delivery, ensuring operational excellence, and managing client relationships from a technical perspective. You will play a key role in coordinating service desk functions, managing infrastructure projects, and improving service quality across our client base.
Key Responsibilities:
- Oversee and manage daily IT operations, including the service desk, network operations, cloud services, and on-site support.
- Lead a team of technicians, engineers, and support staffensuring high performance, accountability, and continuous improvement.
- Ensure service level agreements (SLAs) are met or exceeded across all client engagements.
- Develop and refine standard operating procedures (SOPs) and technical documentation to ensure consistent service delivery.
- Manage escalations, incident response, root cause analysis, and problem resolution across client environments.
- Oversee onboarding of new clients and ensure smooth handoffs from sales to technical teams.
- Monitor system and infrastructure health using RMM tools, responding proactively to alerts and system issues.
- Collaborate with sales and account management teams to identify technical upsell opportunities and support client growth.
- Drive process automation, efficiency, and tool optimization across the MSP stack (e.g., PSA, RMM, ticketing systems).
- Stay current on technology trends relevant to MSP service delivery and client success.
Requirements:
- 5+ years of experience in IT operations, with at least 2 years in a leadership or management role within an MSP or IT service provider (preferred).
- Proven experience managing service desk teams, technical support staff, and field engineers.
- Strong knowledge of Windows Server, Active Directory, Office 365, Azure, VMware/Hyper-V, firewalls, and networking fundamentals.
- Familiarity with PSA/RMM platforms (e.g., ConnectWise, Autotask, Kaseya, N-Able).
- Demonstrated success in managing SLAs, ticketing workflows, and client satisfaction metrics.
- Strong organizational, communication, and interpersonal skills.
- Ability to lead under pressure, manage competing priorities, and adapt in a client-facing, multi-tenant environment.
Preferred Qualifications:
- Certifications: ITIL, CompTIA (Network+, Security+), Microsoft (MCSA/MCSE), Cisco (CCNA), or equivalent.
- Experience with scripting and automation (e.g., PowerShell).
- Project management experience or certification (e.g., PMP, Agile).
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
Information Technology-
Industries
IT Services and IT Consulting
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