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We are seeking an experienced and dynamic IT Manager with experience to oversee IT operations, manage a team of technicians, and ensure the delivery of high-quality IT services to our clients. The ideal candidate will have a strong technical background, proven leadership capabilities, and the ability to troubleshoot complex IT issues while working closely with internal teams and clients. You will lead by example, working hands-on when necessary, and help build a high-performance team to support a range of IT environments.
Service Delivery and Operations Management:
- Lead the end-to-end IT service delivery for multiple clients, ensuring compliance with Service Level Agreements (SLAs) and overall client satisfaction.
- Oversee day-to-day operations of IT systems, including networks, servers, cloud environments, and end-user support.
- Ensure high availability, security, and performance of client environments through proactive management, monitoring, and maintenance.
- Serve as a technical escalation point for complex IT issues, providing hands-on support as needed.
- Implement best practices in IT service management, including change management, incident management, and problem resolution.
Team Leadership:
- Lead and mentor a team of IT support technicians and engineers, fostering a collaborative, client-focused, and high-performance culture.
- Conduct performance evaluations, identify training needs, and support career development for team members.
- Coordinate scheduling, workload distribution, and prioritization of tasks among the IT team to ensure smooth operations.
Client Management:
- Manage client relationships, ensuring clear communication and excellent service delivery.
- Attend client meetings to discuss service performance, updates, and improvements.
- Proactively identify and recommend IT solutions that improve client operations and efficiency.
- Lead technical discussions and present solutions to non-technical stakeholders.
Project Management:
- Plan and execute IT projects for multiple clients, ensuring adherence to timelines, budgets, and scope.
- Coordinate with internal and external stakeholders to ensure seamless implementation and client satisfaction.
- Ensure accurate documentation of systems, configurations, processes, and client environments.
Vendor and Contract Management:
- Manage relationships with vendors and third-party service providers, including negotiating contracts and ensuring compliance with SLAs.
- Oversee procurement and inventory management for IT hardware and software.
Security and Compliance:
- Implement and enforce IT security best practices, including firewalls, data protection, backups, and disaster recovery planning.
- Ensure compliance with regulatory requirements and industry standards (e.g., GDPR, HIPAA) for IT systems and data management.
Required Skills and Qualifications:
Experience:
- 5+ years of experience in IT management within a Managed Service Provider (MSP) environment.
- Hands-on experience with troubleshooting and managing IT infrastructure, including networking, servers, virtualization (e.g., VMware, Hyper-V), cloud services (e.g., AWS, Azure), and endpoint management.
- Proven track record in managing IT teams and delivering on client SLAs.
- Experience with remote monitoring and management (RMM) tools, professional services automation (PSA) platforms (e.g., ConnectWise, Autotask), and ticketing systems.
Technical Expertise:
- Strong knowledge of networking (LAN/WAN, VPN, firewalls), Windows and Linux server environments, Active Directory, Office 365, and cloud technologies.
- Proficiency in scripting and automation (e.g., PowerShell, Python) is a plus.
- Experience with backup, disaster recovery, and cybersecurity tools.
- Understanding of ITIL principles and best practices.
Education & Certifications:
- Bachelor s degree in Information Technology, Computer Science, or a related field (preferred).
- Relevant industry certifications (e.g., Microsoft Certified: Azure Administrator, Cisco CCNA, ITIL, CompTIA Network+/Security+).