IT Operations, Manager

The IT Operations Manager is responsible for overseeing day-to-day IT operations delivered by a managed services provider (MSP) and ensuring alignment between business objectives and technology execution. This role serves as the primary internal point of accountability for IT service quality, security, and strategic initiatives, working closely with business leadership and the MSP to translate IT strategy into operational outcomes.

• Act as the primary liaison between the company and the managed services provider.
• Oversee service delivery, performance metrics, and service-level agreements (SLAs).
• Review incident trends, root cause analyses, and remediation plans.
• Ensure timely resolution of escalations and critical incidents.
• Participate in regular operational and governance meetings with the MSP
• Partner with management to develop, understand, and maintain the company's IT strategy and technology roadmap.
• Translate strategic objectives into actionable projects and operational priorities.
• Coordinate with the MSP to plan and implement infrastructure, security, and application initiatives.
• Support budgeting, forecasting, and vendor management activities
• Provide oversight for workstation, server, network, and cloud environments.
• Ensure systems are reliable, scalable, secure, and properly documented.
• Validate patching, backup, disaster recovery, and monitoring practices
• Oversee cybersecurity posture, including endpoint protection, vulnerability management, and incident response.
• Review security alerts, audit findings, and compliance requirements.
• Ensure appropriate security tooling and controls are implemented and maintained by the MSP
• Act as an internal advisor to business stakeholders on IT capabilities and limitations.
• Ensure IT services support business operations, growth initiatives, and user productivity.
• Communicate clearly with non-technical stakeholders on risks, priorities, and progress.
• Other duties as assigned.

• Oversee the managed services provider to ensure consistent, high-quality IT service delivery.
• Respond to technical questions from the MSP by evaluating how proposed IT changes or solutions align with business strategy and operational objectives.
• Work with the MSP to define and implement security processes and best practices that strengthen IT security hygiene and reduce the risk of cybersecurity incidents.
• Own overall IT user satisfaction by monitoring MSP performance and partnering with the MSP to implement the company's IT strategy through infrastructure, security, and application improvement initiatives.
• Support the internal team on development projects to integrate systems, applications or data sources.

• BSc/BA in IT, Information Systems, computer science or relevant field.
• 4+ years of experience working in IT has a hands-on technician.
• Strong understanding of Intel-based workstations and servers.
• Experience with Windows workstation and server operating systems.
• Working knowledge of Microsoft SQL Server.
• Proficiency with Microsoft Office and Microsoft Azure.
• Familiarity with IT security tooling, including:
  - Endpoint Detection and Response (EDR)
  - Security Information and Event Management (SIEM)
  - Vulnerability management and security monitoring tools
• Experience working with IT help desk and ticketing systems
• Experience managing or governing an outsourced IT or MSP model.
  Strong vendor management and service delivery oversight skills.
• Ability to communicate technical topics to business leadership.
• Strong organizational and project coordination skills

Preferred But Not Required

• Experience with system integration, including integrating ERP platforms with external systems such as CRM, finance, marketing, or analytics tools.
• Familiarity with data analysis and reporting, including using data to support operational or business decisions.
• Experience with integration middleware or tooling to support integrations between tooling, systems or applications.
• Experience supporting manufacturing, distribution, or multi-site operations.
• Exposure to compliance frameworks (e.g., SOC 2, ISO 27001, NIST, CMMC).