Job Description
About the Role
We're seeking an experienced IT Operations Manager to lead our Managed Services operations, ensuring our clients receive reliable, secure, and scalable IT services. You'll own service delivery across helpdesk/NOC, projects, and client success, drive continuous improvement through ITIL aligned processes, and partner with leadership to meet revenue, margin, and customer satisfaction goals.
Key Responsibilities:
Service Delivery & Operations
Own end to end MSP service delivery (Service Desk, NOC/SOC, Field, Projects) and ensure adherence to SLAs, OLAs, and contractual obligations.
Manage daily operations in the PSA (ConnectWise, HaloITMS) and RMM N-Able) for ticket flow, scheduling, escalations, and change control.
Run weekly Service Review Meetings, backlog grooming, and major incident postmortems (RCA).
Oversee capacity planning and resource utilisation; maintain a balanced roster and standby schedule.
Implement and refine ITIL practices (Incident,...
We're seeking an experienced IT Operations Manager to lead our Managed Services operations, ensuring our clients receive reliable, secure, and scalable IT services. You'll own service delivery across helpdesk/NOC, projects, and client success, drive continuous improvement through ITIL aligned processes, and partner with leadership to meet revenue, margin, and customer satisfaction goals.
Key Responsibilities:
Service Delivery & Operations
Own end to end MSP service delivery (Service Desk, NOC/SOC, Field, Projects) and ensure adherence to SLAs, OLAs, and contractual obligations.
Manage daily operations in the PSA (ConnectWise, HaloITMS) and RMM N-Able) for ticket flow, scheduling, escalations, and change control.
Run weekly Service Review Meetings, backlog grooming, and major incident postmortems (RCA).
Oversee capacity planning and resource utilisation; maintain a balanced roster and standby schedule.
Implement and refine ITIL practices (Incident,...
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