IT Operations Manager

At Optara, we help organizations move beyond reactive IT and into strategic growth. Through our proven Omega Alpha Model
, we start with our clients' desired outcomes and build technology solutions that drive stability, scalability, security, and business success.

Organizations partner with Optara when they've outgrown patchwork IT solutions or need clarity in a rapidly changing technology landscape. They stay because of the results—and because we serve as a trusted long-term strategic ally.

What Sets Us Apart

• Strategic-first approach focused on business outcomes
• Enterprise-grade IT and cybersecurity solutions for mid-market organizations
• Compliance and governance built into every engagement
• End-to-end partnership from assessment through optimization
• Collaborative, growth-oriented culture that invests in its people

If you're passionate about leadership, operational excellence, process improvement, and delivering exceptional client experiences, we'd love to hear from you.

Position Overview

Optara is seeking an experienced IT Operations Manager to lead our service delivery, technical operations, and engineering teams within our MSP/MSSP practice.

This role is responsible for ensuring exceptional client service, operational efficiency, team performance, and successful execution of support and project initiatives. The IT Operations Manager serves as the bridge between leadership, engineering, service desk, and clients—ensuring technology services are delivered consistently, efficiently, and aligned with business objectives.

This position is ideal for a collaborative leader who thrives in a fast-paced managed services environment and enjoys developing people, improving processes, and driving operational excellence.

What You'll Do

• Lead and manage daily IT operations across service desk, onsite support, and engineering teams
• Oversee service delivery to ensure client satisfaction and adherence to service level agreements (SLAs)
• Monitor ticket queues, escalations, response times, and overall service performance
• Coach, mentor, and develop technical staff through performance management and career development
• Coordinate project resources and work closely with the service and project teams to ensure successful technology implementations
• Develop, improve, and enforce operational processes, documentation standards, and best practices
• Ensure consistent execution of ITIL-based service management principles
• Manage operational metrics, KPIs, utilization, client satisfaction, and team performance reporting
• Participate in strategic planning for infrastructure, cybersecurity, compliance, and technology initiatives
• Collaborate with Sales, Account Management, and Executive Leadership to align technical services with business objectives
• Assist with budgeting, resource planning, staffing, and capacity management
• Oversee incident management, problem management, and root cause analysis for major service events
• Ensure client environments remain secure, documented, and compliant with established standards
• Identify operational improvements that increase efficiency, automation, profitability, and client satisfaction
• Foster a culture of accountability, continuous improvement, collaboration, and technical excellence

Technical Qualifications & Required Experience

• 7+ years of progressive IT experience
• 3–5+ years of leadership experience within an MSP, MSSP, or managed services environment preferred
• Strong understanding of managed IT service delivery and operational best practices
• Experience managing technical teams, engineers, and service desk personnel
• Strong knowledge of:
• Microsoft 365
• Microsoft Windows Server
• Active Directory
• VMware and Hyper-V
• Networking fundamentals (TCP/IP, DNS, DHCP, VLANs)
• Firewalls, switching, and wireless networking
• Backup and disaster recovery solutions
• Endpoint security and cybersecurity best practices
• Compliance frameworks including CMMC, NIST, CIS Controls, and Cyber Essentials
• Experience with PSA and documentation platforms such as:
• Connect Wise Automate or RMM platforms
• IT Glue
• Share Point
• Microsoft Teams
• Strong understanding of project delivery methodologies and operational workflows
• Experience with KPI reporting, utilization management, budgeting, and resource planning

Preferred Qualifications

Industry certifications such as:

• ITIL Foundation or higher
• CompTIA Security+
• Microsoft Certifications
• VMware Certifications
• Cisco Certifications
• CISSP, CISM, or other cybersecurity certifications (preferred)
• PMP or Agile certifications (preferred)

We're looking for someone who demonstrates:

• Strong leadership and coaching abilities
• Excellent communication and interpersonal skills
• Exceptional organizational and time management skills
• Strategic thinking with operational discipline
• Client-first mindset with outstanding customer service
• Ability to make sound decisions under pressure
  
  Strong analytical and problem-solving abilities
• High level of accountability and integrity
• Ability to build trust across technical teams and executive leadership
• Passion for continuous improvement and…