IT Operations, Manager

About this role

## Job Summary/Overview

The IT Operations Manager is responsible for overseeing day-to-day IT operations delivered by a managed services provider (MSP) and ensuring alignment between business objectives and technology execution. This role serves as the primary internal point of accountability for IT service quality, security, and strategic initiatives, working closely with business leadership and the MSP to translate IT strategy into operational outcomes.

## Essential Duties and Responsibilities

• Act as the primary liaison between the company and the managed services provider.
• Oversee service delivery, performance metrics, and service-level agreements (SLAs).
• Review incident trends, root cause analyses, and remediation plans.
• Ensure timely resolution of escalations and critical incidents.
• Participate in regular operational and governance meetings with the MSP
• Partner with management to develop, understand, and maintain the company’s IT strategy and technology roadmap.
• Translate strategic objectives into actionable projects and operational priorities.
• Coordinate with the MSP to plan and implement infrastructure, security, and application initiatives.
• Support budgeting, forecasting, and vendor management activities
• Provide oversight for workstation, server, network, and cloud environments.
• Ensure systems are reliable, scalable, secure, and properly documented.
• Validate patching, backup, disaster recovery, and monitoring practices
• Oversee cybersecurity posture, including endpoint protection, vulnerability management, and incident response.
• Review security alerts, audit findings, and compliance requirements.
• Ensure appropriate security tooling and controls are implemented and maintained by the MSP
• Act as an internal advisor to business stakeholders on IT capabilities and limitations.
• Ensure IT services support business operations, growth initiatives, and user productivity.
• Communicate clearly with non-technical stakehold...