About the Role
We are looking for a highly organized and service-oriented Operations Manager to oversee the coordination, governance, and day-to-day management of IT support operations across end-user, infrastructure, cloud, and cybersecurity environments.
This role is responsible for ensuring operational efficiency, maintaining service quality, managing support resources, and driving continuous improvement initiatives within a managed services environment. The successful candidate will work closely with both technical teams and business stakeholders to ensure smooth delivery of IT services and strong operational governance.
The position follows a hybrid work arrangement with scheduled onsite engagement at client locations.
Key Responsibilities
Operational Leadership
- Oversee daily IT support operations and ensure service delivery standards are consistently maintained
- Coordinate support activities across desktop support, infrastructure, cloud, and security teams
- Review operational workflows and identify areas for process optimization and service improvement
- Provide guidance to technical teams on operational procedures and issue management
Service Coordination & Case Management
- Monitor incidents and service requests through the IT service management platform
- Ensure support tickets are properly categorized, prioritized, and assigned to the appropriate teams
- Track open cases and coordinate timely follow-up actions to ensure service commitments are met
- Manage escalations and coordinate communication during major incidents
SLA & Team Management
- Monitor service performance against agreed response and resolution timelines
- Manage operational workload distribution and support team coordination
- Escalate resource or operational risks where necessary to prevent service disruption
- Support manpower planning and operational readiness initiatives
Technical & Operational Advisory
- Serve as the operational liaison between stakeholders and technical teams
- Coordinate technical discussions involving end-user support, infrastructure, cloud services, and cybersecurity matters
- Facilitate meetings and operational reviews with internal teams and customers where required
Documentation & Process Governance
- Maintain and improve operational documentation, SOPs, knowledge base articles, and support procedures
- Ensure documentation remains updated and aligned with operational practices and compliance requirements
- Support onboarding and knowledge transfer activities for new support personnel
Audit & Compliance Support
- Coordinate operational support for internal or external IT audits
- Assist with audit evidence preparation, documentation reviews, and follow-up actions
- Support continuous improvement initiatives related to governance and compliance
Reporting & Service Review
- Prepare monthly operational and service delivery reports
- Present updates on incident trends, SLA performance, operational issues, and ongoing improvement initiatives
- Provide visibility on support team performance and operational health indicators
Asset & Lifecycle Coordination
- Oversee asset tracking and inventory governance processes
- Coordinate onboarding and offboarding activities for IT equipment deployment and recovery
- Monitor device lifecycle planning, warranty tracking, and replacement coordination
- Assist in managing asset discrepancy investigations and inventory audits
Requirements
Experience & Technical Knowledge
- Minimum 5 years of experience in IT operations, service delivery, or managed services environments
- Good understanding of:IT Service Management (ITSM)End User Computing supportInfrastructure and cloud operationsService governance and SLA managementIT operational processes and documentation
Preferred Qualifications
- Experience using platforms such as ManageEngine, ServiceNow, Jira Service Management, or similar tools
- Familiarity with Microsoft 365, endpoint management, and hybrid infrastructure environments
- Exposure to audit, compliance, or governance-related activities is advantageous
