IT Operations Manager

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Location:

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About the Role:

We are looking for an experienced IT Operations Manager to lead our desktop support and managed services functions. This role is critical in ensuring high-quality service delivery, maintaining operational excellence, and driving continuous improvement in IT support operations.

Key Responsibilities:

• Oversee IT Service Delivery:

  Manage Desktop Support, Managed Services Desk, IT Services Desk, and VIP Support, ensuring high-quality service and timely incident resolution.

• Drive Process Excellence:

  Analyze internal and third-party processes, implement improvements, optimize service delivery, and maintain SLA performance.

• Lead & Develop Teams:

  Recruit, mentor, and assess performance of desktop and support teams, promoting continual improvement and operational efficiency.

• Collaborate & Support Technology:

  Work with technical teams on software, hardware, security standards, conferencing tools, and escalations from customers or technical account teams.

• Reporting & Customer Focus:

  Maintain dashboards, KPIs, and analytics to drive operational excellence, cost efficiency, and superior customer satisfaction.

Skills & Experience Required:

• Bachelor’s degree or equivalent preferred.
• 4–10 years of overall experience, including 3–5 years in customer service.
• Mastery of ITIL principles.
• Experience managing both physical and virtual teams, as well as third-party service providers.
• Exceptional customer-facing skills.
• Strong organizational, leadership, and people management capabilities.

Why Join Us:

• Work with a dynamic, high-performing team.
• Opportunity to lead key IT operations and service delivery functions.
• Be part of a global technology organization that values excellence and customer satisfaction.