IT Operations Manager - Managed Services

- Direct and oversee daily operations of the Service Desk, Escalation, and Field/Project teams - Take ownership of service delivery outcomes across all managed and professional services - Ensure consistent fulfillment of SLAs, KPIs, utilization targets, and client satisfaction objectives - Manage ticket processes, prioritization, escalation paths, and resolution benchmarks - Establish and maintain a structured approach to escalation and problem management - Supervise and mentor service coordinators and technical personnel across various support tiers - Set clear performance expectations, metrics, and development plans for team members - Coach and cultivate both technical and leadership talent within the service department - Foster a high-accountability, collaborative, and client-centric service culture - Create, implement, and enhance SOPs, workflows, and service processes - Propel operational maturity through documentation, standardization, and automation initiatives - Ensure effective utilization and optimization of service platforms - Identify inefficiencies and risks within service operations and take corrective action - Manage service department performance, including quota, utilization, margins, and P&L responsibilities - Collaborate with sales and management on forecasting, capacity planning, and service strategy - Balance service quality with profitability through strategic resource management and prioritization - Maintain a strong practical understanding of modern IT environments - Provide technical leadership to ensure viable, scalable, and supportable solutions - Partner with sales and engineering to align service delivery with solution design and client needs - Serve as a senior escalation point for service-related client inquiries - Build and maintain robust working relationships with internal stakeholders and key clients - Collaborate with third-party vendors and partners when necessary - Contribute to company culture, leadership initiatives, and continuous improvement efforts