We are looking for an experienced and driven Operations Manager to lead our clients IT Infrastructure function. This role is responsible for overseeing daily IT operations managing team performance ensuring SLA compliance and driving continuous service improvements. The ideal candidate has a strong technical foundation in end-user technologies experience managing global stakeholders and a passion for delivering high-quality IT support services.
Key Responsibilities
Team Management & Leadership
- Manage day-to-day operations of the IT Infrastructure including ticket management resource allocation shift planning and escalation handling.
- Lead and mentor Server Storage and Voice Engineers fostering a high-performance and customer-centric culture.
- Oversee onboarding training and career development of IT staff.
Operational Oversight
Ensure delivery of consistent support for hardware software and access-related issues across the organization.Provide oversight across tools and platforms including :Active Directory and Azure Entra for identity and access management
Microsoft 365 Teams Outlook OneDrive SharePointIntune for endpoint managementIvanti for asset and configuration managementEnterprise telephony platforms (NICE LiveVox Nexida) for user-level provisioning and MACD tasksLegal and business apps such as LegalFiles Qlaw and Pharos PrintExperience in any of the Public Cloud technologies will be an added advantageReporting & Performance Management
Monitor team performance and service metrics ensuring SLA and quality targets are met.Generate and present weekly monthly and quarterly performance reports (QBRs) to IT leadership and business stakeholders.Use data analysis to identify trends drive improvements and support strategic decisions.Stakeholder Engagement
Serve as the primary point of contact for business and IT stakeholdersCommunicate effectively during incidents escalations and service disruptions.Collaborate with other IT teams (infrastructure applications security) to ensure seamless end-user support.Process Improvement & Compliance
Develop and maintain standard operating procedures (SOPs) runbooks and internal documentation.Identify and implement process improvements to enhance efficiency and service quality.Ensure adherence to internal controls IT policies and compliance requirements.Knowledge Management
Oversee the maintenance of the IT knowledge base ensuring documentation is current accessible and aligned with common support issues.Promote knowledge sharing and ensure consistent support across shifts and regions.Qualifications :
Bachelors degree in Information Technology or a related field or equivalent work experience.Minimum 7 years of experience in IT operations including 5 years in a supervisory or managerial capacity.Proven ability to manage distributed teams in a fast-paced IT support environment.Strong experience with ITSM tools (e.g. ServiceNow Jira) and understanding of ITIL frameworks.Working knowledge of Microsoft 365 Active Directory Azure Entra Intune and other end-user support technologies.Experience managing MACD activities in enterprise telephony platforms such as NICE LiveVox or Nexida is preferred.Excellent analytical communication and presentation skills.Experience working with U.S.-based or international stakeholders is a strong plus.Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work : No
Employment Type : Full-time
Key Skills
Anti Money Laundering,Accounts Receivable,Javase,Bar Management,Analysis,Commercial
Experience : years
Vacancy : 1
