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Analytical / GOAL / Information Technology / Networking / Other / Primary / Writing
IT Manager, Digital Operations contract
We are seeking an experienced Technical Operations Manager to join our team. The ideal candidate will have a robust background as a Technical Engineer, with extensive server and network experience, as well as a proven track record in managing teams. This role requires a deep understanding of IT operations, particularly from an ITIL perspective, covering event, incident, change, and problem management. The Technical Operations Manager will oversee multiple teams and serve as an escalation point for issues, necessitating excellent communication skills to interact with customer managers, directors, and executives.
Key Responsibilities
- Manage and lead several technical teams, ensuring alignment with organizational goals and customer needs.
- Serve as Incident Manager during critical outages
- Act as the primary escalation point for customer issues, providing expert resolution and support.
- Oversee ITIL processes including event, incident, change, and problem management to ensure efficient and effective operations.
- Monitor and analyze key performance indicators (KPIs) for both internal teams and customer outcomes, implementing improvements as necessary.
- Identify and implement process improvements related to ITIL event, incident, problem, and change management for customers.
- Ensure continuous alignment of team activities with customer requirements and organizational objectives.
- Communicate effectively with customer managers, directors, and top-tier executives, demonstrating professionalism and clarity.
- Continuously reprioritize responsibilities to adapt to changing team and customer needs.
- Provide leadership and mentorship to team members, fostering a collaborative and high-performance work environment.
Skills, Knowledge & Expertise
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Proven experience as a Technical Engineer with expertise in server and network management.
- Extensive experience in managing technical teams with a strong track record of leadership.
- Deep understanding of ITIL processes including event, incident, change, and problem management.
- Exceptional communication skills with the ability to interact effectively with customer managers, directors, and executives.
- Strong analytical skills with experience in monitoring and improving KPIs.
- Ability to identify and implement process improvements to enhance IT operations.
- Proficiency in context switching between different technologies and customer requirements / emergencies based on priority
- Adept at managing multiple priorities and deadlines in a dynamic environment.
- Passion for challenges and a proven ability to thrive in a fast-paced, demanding role.
Preferred Skills
- Certifications in ITIL, PMP, or related fields.
- Experience with ServiceNow ticketing, ServiceNow reporting & ServiceNow dashboards.
- Technical Certifications or experience in networking, server or cloud vendors such as:
- Cisco, Palo Alto, VMware, Microsoft Azure or other IT Vendors.
- Technical background in SQL Server is a plus but not a major requirement.
- Experience with advanced monitoring tools and systems.
- Strong problem-solving abilities and a strategic mindset.
- Experience working in a complex, multisite environment.
- Proven track record of successfully implementing IT process improvements.
Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time we have no interest in onboarding any new staffing partners.
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