It Operations Manager

Position Overview:

IT Operations Manager

The ideal candidate will be ITIL-certified and have a demonstrated ability to manage teams, schedules, resources, and executive-level support with a customer-first mindset.

Key Responsibilities:

IT Operations & Service Delivery:

• Manage and lead daily IT operations across end-user support, VIP support, and data center activities.
• Oversee shift schedules, team rotations, and leave management to ensure optimal coverage and service continuity.
• Serve as the primary point of contact for escalations and ensure resolution within defined SLAs.
• Implement and enforce IT policies, standards, and procedures aligned with ITIL best practices.
  

End-User Services (EUS):

• Oversee support for desktops, laptops, mobile devices, peripherals, and commonly used enterprise applications.
• Ensure prompt and efficient resolution of tickets and incidents via ITSM tools (e.g., ServiceNow, Freshservice).
  

VIP/Executive Support:

• Supervise VIP support engineers and ensure they deliver premium, white-glove support to executives and board members.
• Set performance expectations and conduct regular reviews to uphold service excellence for high-profile users.
• Monitor VIP support KPIs and proactively address potential service gaps.
  

Team & Resource Management:

• Interview and select candidates for technical support roles, including VIP support engineers.
• Coach and mentor team members, conduct performance evaluations, and identify training needs.
• Manage team rosters, shifts, and leave calendars to maintain uninterrupted support services.
  

Data Center Oversight:

• Supervise physical and virtual infrastructure in on-prem or co-located data centers.
• Coordinate with infrastructure teams and vendors for upgrades, maintenance, and capacity planning.
• Ensure high availability, redundancy, and compliance with business continuity and disaster recovery plans.
  

Subject Matter Expertise (SME):

• Act as SME for IT operations, EUS, and VIP supportproviding strategic guidance, technical leadership, and root cause analysis.
• Collaborate with cross-functional teams on IT projects, upgrades, and service improvement initiatives.
• Drive continuous improvement and ensure alignment with enterprise IT strategy.
  

Required Skills and Qualifications:

• Bachelors degree in Computer Science, Information Technology, or related field.
• Minimum 10 years of experience in IT operations, with at least 5 years in a managerial role.

• ITIL Foundation certification (mandatory);

  ITIL Intermediate or Expert preferred.
• Strong knowledge of ITSM practices, VIP support environments, and data center management.
• Experience in managing teams, conducting interviews, scheduling shifts, and handling team administration.
• Excellent interpersonal and communication skills, with a high degree of professionalism and discretion.