IT Operations Manager

A Leading Technology Services Group is seeking a highly experienced IT Operations Manager to oversee its enterprise computing and end-user support functions across nationwide locations. In this strategic leadership role, you will assume full ownership of end-to-end IT operations, Service Desk workflows, incident management protocols, and IT governance frameworks. Furthermore, you will drive major incident triage, root cause analysis, and service level agreement monitoring to guarantee high system availability. Consequently, this position is vital for aligning technical support capabilities with enterprise business mandates.

The IT Operations Manager must combine extensive infrastructure support experience with proven people management and vendor negotiation capabilities. Working across geographically distributed teams, you will enforce strict access management controls and ITIL-aligned service management standards. Therefore, the organization is looking for a decision-maker who resolves operational bottlenecks and leads cross-functional technical teams comfortably under fast-paced schedules. If you want to direct large-scale end-user support environments, this position is for you.

Key Responsibilities

• Manage end-to-end IT operations, Service Desk processes, and end-user support infrastructures across multi-location environments.
• Lead incident management operations, major incident response teams, and comprehensive Root Cause Analysis (RCA) investigations.
• Enforce robust access management controls, information security policies, and enterprise IT governance frameworks.
• Drive continuous SLA and KPI monitoring, compiling performance metrics and executive operational reports.
• Manage vendor relationships, contract performance, service delivery reviews, and third-party infrastructure teams.
• Lead, mentor, and build technical capability across geographically distributed IT support teams and Service Desk personnel.
• Ensure the high availability, reliability, and security of end-user computing devices, operating environments, and IT services.

Requirements and Qualifications

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or an allied discipline; an MBA is preferred.
• 10-15+ Years of experience in IT Operations, Infrastructure Support, or Service Management, with 4-5 years in a leadership role.
• Proven track record managing multi-location IT operations, Service Desk functions, and enterprise end-user support models.
• Deep practical knowledge of ITIL frameworks, ITSM tools, access controls, vendor management, and incident management.
• Beneficial credentials: ITIL Certification, ITSM certifications, or Information Security credentials.