IT Operations Manager

A company is looking for an IT Operations Manager to support day-to-day IT operations and manage help desk performance.

Key Responsibilities

Manage daily Help Desk Operations, ensuring service delivery meets defined SLAs

Oversee and coordinate work performed by the offshore MSP providing Tier 1 support

Lead Tier 2 and Tier 3 escalation response for network, system, and end-user issues

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related discipline

2-3 years of management experience leading IT operations, help desk teams, or managed service providers

Proven hands-on expertise with Cisco Meraki, Active Directory, and Microsoft Office environments

Demonstrated experience providing end-user support and resolving escalated technical issues

Strong understanding of IT service management, vendor coordination, and root cause analysis