Manager IT

About the job

Key Responsibilities
Team Leadership
● Set the bar. Define what great communication, quality, and ownership look like, and
model it every day.
● Drive performance. Set clear goals, give honest feedback often, and address gaps
quickly.
● Build bridges. Work closely with engineering, support, and business teams to get things
done.
Customer Experience
● Own the relationship. Be accountable for how customers feel, from everyday service to
tough escalations.
● Stay ahead. Keep customers informed before they ask, with clear next steps, owners,
and timelines.
● Turn feedback into action. Run service reviews that uncover what matters and lead to
real change.
Operations and Service Management
● Keep it reliable. Oversee secure, stable operations across networks, servers, cloud,
endpoints, identity, and backups.
● Put ITIL to work. Run incident, problem, change, and request management that works
in the real world.
● Lead under pressure. Own major incidents from first alert to root cause and permanent
fix.
● Let data guide you. Track SLAs, satisfaction, and backlog, and act on what the
numbers show.
AI and Continuous Improvement
● Automate with care. Use AI and automation to speed up troubleshooting,
documentation, and reporting, with the right data safeguards.
● Fix it early. Spot gaps before they become recurring problems, then measure the
results.
Core Competencies
You'll help the team reach its next level. You live these four standards yourself, and you coach
until they're simply how everyone works.
1. Clear Communication
In practice: You can explain a security risk to a business owner in 60 seconds, and they act on
it. Your updates never need a follow-up question.
Across the team: You review ticket notes and customer emails, model strong writing, and
coach until every technician communicates like a pro.
2. Attention to Detail
In practice: Nothing slips. Commitments, follow-ups, and handoffs get tracked and closed.
Across the team: You build quality checks into tickets, changes, and documentation, and hold
the line kindly and consistently

3. High-Level Thinking
In practice: You spot patterns across tickets and customers, and you fix the system, not the
symptom.
Across the team: You teach people to ask "why does this keep happening?" and run problem
reviews that make it a habit.
4. Coaching and Ownership
In practice: You own outcomes and never pass blame.
Across the team: Through weekly 1:1s, honest feedback, and clear growth paths, your people
get better every quarter.
Qualifications
Required
● Bachelor’s or Master’s degree in Computer Science, Information Technology, or a
related field.
● 8+ years in IT, including 4+ years leading service delivery or IT operations teams.
● A proven customer success track record with measurable results.
● ITIL 4 Foundation certification and the judgment to apply it practically.
● Strong knowledge of Microsoft 365, Entra ID, networking (VPNs, routers, switches,
firewalls), cloud, and security operations.
● Strong knowledge of RTSP, its applications in CCTV/video monitoring environment and
DVR/NVR network infrastructure.
● Hands-on experience with Kaseya, Cacti, Zabbix, and SIEM platforms, plus practical use
of AI in IT operations.
● A history of coaching teams to communicate better and work more carefully.
Preferred
● Managed services provider (MSP) experience.
● ITIL 4 Managing Professional or higher.
● Microsoft or security certifications such as MS-102, AZ-104, or Security+.