Full-Time IT Manager, Digital Operations

We are seeking an experienced Technical Operations Manager to join our team. The ideal candidate will have a robust background as a Technical Engineer, with extensive server and network experience, as well as a proven track record in managing teams. This role requires a deep understanding of IT operations, particularly from an ITIL perspective, covering event, incident, change, and problem management.

Key Responsibilities

• Manage and lead several technical teams, ensuring alignment with organizational goals and customer needs.
• Serve as Incident Manager during critical outages
• Act as the primary escalation point for customer issues, providing expert resolution and support.
• Oversee ITIL processes including event, incident, change, and problem management to ensure efficient and effective operations.
• Monitor and analyze key performance indicators (KPIs) for both internal teams and customer outcomes, implementing improvements as necessary.
• Identify and implement process improvements related to ITIL event, incident, problem, and change management for customers.
• Ensure continuous alignment of team activities with customer requirements and organizational objectives.
• Communicate effectively with customer managers, directors, and top-tier executives, demonstrating professionalism and clarity.
• Continuously reprioritize responsibilities to adapt to changing team and customer needs.
• Provide leadership and mentorship to team members, fostering a collaborative and high-performance work environment.

Skills, Knowledge & Expertise

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience as a Technical Engineer with expertise in server and network management.
• Extensive experience in managing technical teams with a strong track record of leadership.
• Deep understanding of ITIL processes including event, incident, change, and problem management.
• Exceptional communication skills with the ability to interact effectively with customer managers, directors, and executives.
• Strong analytical skills with experience in monitoring and improving KPIs.
• Ability to identify and implement process improvements to enhance IT operations.
• Proficiency in context switching between different technologies and customer requirements / emergencies based on priority
• Adept at managing multiple priorities and deadlines in a dynamic environment.
• Passion for challenges and a proven ability to thrive in a fast-paced, demanding role.

Preferred Skills

• Certifications in ITIL, PMP, or related fields.
• Experience with ServiceNow ticketing, ServiceNow reporting & ServiceNow dashboards.
• Technical Certifications or experience in networking, server or cloud vendors such as: Cisco, Palo Alto, VMware, Microsoft Azure or other IT Vendors.
• Technical background in SQL Server is a plus but not a major requirement.
• Experience with advanced monitoring tools and systems.
• Strong problem-solving abilities and a strategic mindset.
• Experience working in a complex, multisite environment.
• Proven track record of successfully implementing IT process improvements.

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