Technical Service Manager

The Operations Manager plays a pivotal role in bridging operations and service management with technical expertise, providing strategic oversight, technical advice, and leadership in the deployment and management of IT services. This role demands a blend of technical acumen, operational excellence, and service management proficiency, aimed at delivering superior technical solutions and services that align with business goals and customer expectations.

**Responsibilities**:

- **Strategic Technical Leadership**:

- Serve as a key technical advisor, guiding the organization's strategic direction in technology deployment and service management.
- Develop and implement technical strategies that enhance operational efficiency, service quality, and customer satisfaction.
- **Technical Advisory and Consultation**:

- Provide expert consultation on technical solutions and services, ensuring they meet business needs and compliance standards.
- Stay abreast of industry trends, emerging technologies, and best practices, advising on their adoption and implementation.
- **Service and Technical Team Management**:

- Lead a multidisciplinary team of IT and service professionals, fostering a culture of technical excellence and continuous improvement.
- Manage technical service delivery, ensuring robust, scalable, and secure solutions that exceed customer expectations.
- **Operational Excellence and Process Improvement**:

- Champion operational best practices and continuous process improvement, leveraging technology to streamline operations and enhance service delivery.
- Implement best practices in accordance with top managed services organizations, focusing on efficiency, scalability, and customer-centric solutions.
- **Quality Assurance and Technical Standards**:

- Ensure adherence to technical standards and best practices in service delivery, maintaining high levels of quality assurance and control.
- Conduct technical reviews and audits to ensure compliance with industry standards and regulatory requirements.
- **Client Relationship and Technical Support**:

- Build and maintain strong relationships with clients, understanding their technical needs and ensuring they are met with high-quality solutions.
- Oversee the provision of technical support, ensuring timely and effectiveresolution of issues and technical inquiries.
- **Risk Management and Security**:

- Oversee risk management processes for technical operations, identifying potential risks and implementing mitigation strategies.
- Ensure robust security protocols are in place to protect data and infrastructure, in line with industry best practices.
- **Project Management and Innovation**:

- Lead technical projects, ensuring they are executed efficiently, meet deadlines, and deliver innovative solutions.Encourage innovation within the team, exploring new technologies and methodologies to enhance service delivery and operational effectiveness.**Requirements**:

- Bachelor's degree in Computer Science, Information Technology, or related field.
- Minimum of 5 years of experience in system and network engineering with a focus on Windows/Microsoft environments.
- Proven experience in a technical leadership role, with a strong background in IT service management and operations.
- Proven track record of performing technology consultations, accurately scoping projects, and leading successful deployments of IT infrastructure solutions.
- Exceptional leadership and team management skills, with the ability to inspire and develop technical teams.
- Experience in designing and implementing complex IT infrastructure projects, with a focus on scalability, security, and performance.
- Strong analytical skills with the ability to assess current technology environments, identify opportunities for improvement, and recommend solutions that align with business goals.
- Familiarity with best practices from top managed services organizations, including ITIL, and certifications in these areas are highly desirable.
- Excellent communication and stakeholder management skills, with the ability to translate technical information into business terms and vice versa.
- Strong project management skills, adept at managing multiple technical projects simultaneously.
- In-depth knowledge of quality assurance, risk management, and IT security protocols.
- Excellent problem-solving and communication skills.
- Experienced with tools and systems such as

System
- Active Directory (Major)
- Entra
- DNS
- Authentication
- Exchange
- Sharepoint
- VMWare (HCI)
- VSphere
- M365 Administration
- Azure (very little)
- SAP (Good to know)

Network
- Aruba
- Clearpass
- Switches
- Access Points
- Forticlient
- Fortigate

Security
- TrendMicro (XDR)
- ASRM (attack surface risk management)
- Vectra (Network detection and response)
- East-West traffic control
- Microsoft Defender
- Phishing simulator
- Eyeglass (Replication and Security)
- Symantec (For Storage)

Storage
- Dell EMC
- Isilon/Powerscale
- Airgap