Lead IT operations and service delivery in a player-coach role: manage Tier 1-3 support, own ITIL processes (incident, problem, change, SLAs), improve metrics, maintain CMDB/service catalog, manage vendors and assets, and mentor IT staff to drive continual service improvement.
We are seeking an experienced IT Manager to lead IT operations, service delivery, and governance across the organization. This role is responsible for establishing, executing, and continuously improving IT processes to ensure services are delivered in a consistent, measurable, and secure manner.
This is a player-coach role, combining hands-on technical expertise with team leadership. The ideal candidate thrives in both strategic and operational environments and is passionate about building scalable processes, improving service quality, and driving accountability across IT functions.
Key Responsibilities
IT Operations & End-User Support
- Oversee and actively participate in Tier 1–3 support
- Own and optimize Incident Management and Service Request Management processes
- Manage IT ticket queues with clear prioritization, SLAs, and escalation paths
- Improve key metrics such as First Call Resolution (FCR) and Mean Time to Resolution (MTTR)
- Ensure consistent use and maintenance of the IT knowledge base
ITIL Process Ownership & Service Management
- Act as process owner or lead contributor for:
- Incident Management
- Problem Management (root cause & trend analysis)
- Change Enablement (Change Management)
- Service Level Management (SLAs/OLAs)
- Ensure proper incident categorization, prioritization, and closure quality
- Lead Problem Management reviews to eliminate recurring issues
- Define, track, and report on IT service metrics and KPIs
- Identify trends and proactively reduce incident volume
- Drive Continual Service Improvement (CSI) initiatives
Team Leadership (Player-Coach Model)
- Lead, mentor, and develop IT support staff
- Train team members on ITIL best practices and service delivery standards
- Promote structured ticket handling, documentation, and escalation discipline
- Foster a customer-first, process-driven culture
Service Catalog, Asset & Vendor Management
- Develop and maintain a Service Catalog with defined SLAs
- Manage IT asset lifecycle and CMDB (Configuration Management Database)
- Ensure vendor services align with internal SLAs and OLAs
Required Qualifications
- 7–10+ years of IT experience with strong hands-on technical background
- 2–5 years of leadership or supervisory experience
- Proven experience working within or implementing ITIL-based environments
- Strong technical expertise in:
- Microsoft 365, Entra ID, Windows Server, Active Directory
- AWS cloud services
- Endpoint management (Intune, GPO, patching)
- ITSM tools (ServiceNow, Freshservice, Jira Service Management, etc.)
- Networking (VPNs, firewalls, routing, Wi-Fi)
- Backup and disaster recovery
- Experience with automation/scripting (PowerShell)
- Experience managing SLAs, ticket queues, and escalations
Preferred Qualifications
- ITIL Foundation certification (v4 preferred); advanced certifications a plus
- Experience in regulated environments (e.g., healthcare)
- Familiarity with compliance frameworks (ISO 27001, SOC 2, HIPAA)
Education
-
Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or related field
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