IT Managed Service Operations Manager

3 weeks ago

Lawrence, United States Triad Partners Full time
Description

Is working with people you want to do life with important to you? It is to us, too.

At Triad, our moto is #DBDL: Do Business Do Life. While we are doing business, ensuring a boutique-like experience for our clients is at the top of our list. Does working with our team to build a financial planning offering that can positively impact the lives of thousands of people make your ears perk up? Let's talk more...

So Who Are We?

Founded on the idea that business growth shouldn't come at the expense of personal freedom, you'll be working to accomplish something never before seen in our industry: Empowering financial advisors to scale their business to all-time highs, while also enjoying levels of personal freedom they never thought possible. We call this unique intersection of success at work and in life, DBDL: Doing Business and Doing Life - and it's at the heart of everything we do.

To deliver on our goal of delivering DBDL to our industry, every Triad team member (regardless of experience or job title) is first and foremost a leader. No matter the project, you'll be expected to do more than simply check the boxes; you'll play an integral role in shaping the vision, building processes, perfecting systems, creating all-new solutions, and continuing to take our industry into a whole new direction.

But DBDL doesn't just happen at work. It also happens in life. As a Triad team member, you'll have the opportunity to live our Do Business, Do Life mantra with a working environment that encourages you to push a pause on work and recharge your creative energy doing the things you love.

What You'll Do Here:

The IT Managed Services Operations Manager is responsible for overseeing the daily operations of the IT managed services business, ensuring seamless service delivery, client satisfaction, and operational efficiency. This role includes managing a team of IT support professionals, coordinating resources, implementing process improvements, and maintaining service standards to align with client needs and business objectives. The ideal candidate is an experienced IT operations leader who understands managed services models and excels in client relations, team management, and operational oversight.

This Role Involves
  • Managing the day-to-day operations of the IT managed services team, including task prioritization, resource allocation, and quality assurance.
  • Ensuring compliance with SLAs, KPIs, and service standards to meet or exceed client expectations.
  • Coordinating with client representatives, vendors, and internal teams to deliver high-quality IT support.
  • Driving continuous improvement initiatives, focusing on efficiency, client satisfaction, and operational scalability.
  • Providing leadership and mentorship to the managed services team, fostering a collaborative, service-oriented culture.
Supervisory Responsibilities
  • Directly supervise IT support professionals, including setting performance goals, conducting evaluations, and developing team capabilities.
  • Oversee workload distribution, ensuring staff resources are optimally allocated to meet client needs and maintain productivity.
  • Engage with vendors and partner MSPs as needed, ensuring alignment with service agreements and operational standards.
Key Responsibilities

Service Delivery & Quality Assurance
  • Manage daily IT operations to ensure consistent service quality and adherence to client SLAs, KPIs, and internal performance standards.
  • Monitor incident response, escalation processes, and resolution times, implementing improvements where necessary to ensure reliability and client satisfaction.
Team Leadership & Development
  • Lead, train, and develop the managed services team, promoting a culture of accountability, continuous learning, and client-centric service delivery.
  • Conduct regular performance reviews, provide feedback, and support career growth within the team.
Client Engagement & Satisfaction
  • Act as the primary point of contact for managed services clients, handling escalations and ensuring client satisfaction.
  • Collaborate with clients to understand evolving needs, propose solutions, and support the integration of new services and processes.
Process Improvement & Optimization
  • Analyze service delivery workflows to identify opportunities for efficiency gains, process improvements, and automation.
  • Develop and implement best practices, leveraging industry standards (e.g., ITIL) to enhance service quality and operational efficiency.
Vendor & Partner Management
  • Manage relationships with vendors, ensuring SLAs and contractual obligations are met and aligned with business objectives.
  • Evaluate and collaborate with partner MSPs to maintain service consistency and support business growth.
Qualifications

Experience
  • Required: 5-8 years of experience in IT operations or managed services, with a focus on client-facing roles.
  • Preferred: 3+ years of experience in a leadership role within an IT managed services or similar client-centered environment.
Skills
  • Operational Management: Proven ability to manage day-to-day operations in a managed services or IT support environment.
  • Client Relations: Strong client engagement and communication skills, capable of handling escalations and fostering long-term client relationships.
  • Team Leadership: Experience in managing, mentoring, and developing IT support teams, with a focus on performance improvement and career growth.
  • Process Optimization: Knowledge of process improvement methodologies and experience implementing best practices, ideally with ITIL or similar frameworks.
  • Technical Proficiency: Familiarity with IT support tools, incident management systems, and metrics tracking (e.g., ServiceNow, ConnectWise, Autotask).
  • Strategic Thinking: Ability to align service delivery strategies with business goals, focusing on operational scalability and client satisfaction.
Certifications
  • Required: ITIL Foundation or equivalent certification in IT service management.
  • Preferred: Advanced ITIL certifications or relevant certifications in project management or service delivery (e.g., PMP, HDI-SCM).

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