IT Operations Technical Manager
Core
Senior technical leader managing cloud and infrastructure service desk operations, acting as the primary escalation resource for complex incidents across client environments.
Role type
Senior IC IT Operations Technical Manager
Builds
Managed services, cloud, and hosting solutions for middle-market organizations
Domain
IT Operations / Managed Services / Cloud Infrastructure
Required skills
Advanced troubleshooting, Root-cause analysis, Incident management, Change management, Problem management, Scripting (PowerShell), Automation, Identity management, Endpoint security, Backup and recovery, Technical writing, Team leadership, Stakeholder communication
Preferred skills
AI-assisted tools, Workflow automation, API integration, Vendor management, Disaster recovery planning
Technologies
Microsoft 365, Azure, Windows Server, Active Directory, Entra ID, PowerShell, Networking, Security tools, Monitoring platforms
Responsibilities
Lead Cloud and Infrastructure Service Desk as senior technical escalation resource, Troubleshoot complex issues and conduct root-cause analysis, Coach and guide Service Desk Analysts and Engineers, Coordinate technical responses to major incidents, Administer and improve monitoring and security platforms, Create and maintain technical standards and documentation, Lead problem management for recurring issues, Perform and validate complex changes and migrations, Partner with security teams on identity and endpoint protection, Apply scripting and automation to improve efficiency, Communicate technical conditions and business impact to clients, Contribute to client onboarding and service reviews, Assist with after-hours maintenance and critical issue rotations
Seniority
Senior, hands-on IC with leadership responsibilities