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