IT Operations Manager (Managed Services Provider)

The IT Operations Manager is responsible for the overall leadership, performance, and direction of RESTOREPOINT’s technical operations team. This role oversees service delivery, infrastructure operations, project management, vendor relationships, and client satisfaction across a diverse portfolio of managed services clients.

The ideal candidate combines strong technical expertise with operational leadership and a customer-first mindset. This individual will ensure the availability, security, and scalability of internal and client IT environments while driving continuous improvement in service quality, team performance, and operational efficiency., Operational Leadership

• Oversee the daily operations of the IT Operations department, including:
• Help Desk and Service Desk
• Network Operations
• Systems Administration
• Cybersecurity Operations
• Backup and Disaster Recovery
• Private Datacenters and Cloud Infrastructure
• Ensure high availability, performance, and security of RESTOREPOINT’s internal systems and client environments.
• Monitor and report on service delivery metrics, including SLA compliance, response times, resolution times, and customer satisfaction.
• Serve as the primary escalation point for technical and client service issues.
• Lead incident management, root cause analysis, and problem management efforts.

Team Management and Development

• Recruit, mentor, and manage technical staff.
• Conduct performance reviews, establish goals, and support career development plans.
• Develop staffing models and resource allocation plans.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Coordinate technical training and certifications for team members.

Client Relationship Management

• Build and maintain strong relationships with client stakeholders and points of contact.
• Conduct Monthly Service Reviews and Quarterly Business Reviews (QBRs).
• Present KPIs, operational summaries, project updates, and strategic recommendations.
• Act as a trusted advisor to clients regarding technology investments and operational best practices.

Project and Change Management

• Manage internal and client-facing projects from initiation through completion.
• Coordinate internal and external resources, schedules, budgets, and deliverables.
• Oversee change management processes and ensure proper communication and documentation.
• Ensure successful implementation of infrastructure upgrades, migrations, and strategic initiatives.

Infrastructure and Technology Strategy

• Align infrastructure and service offerings with current and future business requirements.
• Evaluate and recommend emerging technologies that improve automation, efficiency, and service delivery.
• Develop standards for infrastructure architecture, monitoring, security, and documentation.
• Drive process automation using PowerShell, scripting, and AI-based tools where appropriate.

Cybersecurity and Compliance

• Ensure adherence to cybersecurity best practices and regulatory requirements.
• Oversee vulnerability management, patch management, endpoint protection, and access controls.
• Coordinate responses to internal and external audits.
• Manage operational risk assessments and vendor security reviews.
• Support business continuity, disaster recovery, and incident response planning.

Sales and Solution Validation

• Collaborate closely with the Sales team and Pre-Sales Engineers to design technical solutions that align with client business requirements and company service offerings.
• Review proposed architectures, statements of work (SOWs), and service assumptions to ensure technical feasibility, operational readiness, and profitability.
• Validate that RESTOREPOINT has the necessary resources, skills, tools, and capacity to successfully deliver all proposed solutions.
• Identify implementation risks, support requirements, and ongoing operational impacts before commitments are made to clients.
• Provide input on project timelines, staffing estimates, licensing, and infrastructure costs during the sales process.
• Participate in client discovery meetings, technical presentations, and proposal reviews as needed.
• Ensure a seamless transition from sales to operations by confirming that all deliverables, responsibilities, and expectations are clearly documented.
• Support contract and scope reviews to ensure that commitments made by Sales are achievable and aligned with RESTOREPOINT’s standard service offerings.
• Act as the final operational approval point for custom or non-standard solutions before proposals are presented to clients.
• Collaborate with Account Management and Client Success teams to identify opportunities for service improvements and strategic technology recommendations.

Financial and Vendor Management

• Develop and manage annual IT budgets.
• Forecast staffing, licensing, hardware, and service costs.
• Procure technology products and professional services in accordance with company policies.
• Negotiate and manage vendor contracts, renewals, and SLAs.
• Work with Finance team to ensure that client billing is accurate as per the SOW
• Ensure finance team is aware when new services are installed and ready for client billing.

Documentation and Process Improvement

• Develop and maintain standard operating procedures (SOPs), runbooks, and technical documentation.
• Ensure client environments are accurately documented in PSA/RMM and documentation platforms.
• Identify opportunities to improve workflows, reduce manual effort, and enhance service quality.
• Manage ITSM service request tools

Technical Expertise Required

• Microsoft 365, including:
• Microsoft Entra ID
• Microsoft Exchange Online
• Microsoft SharePoint Online
• Microsoft OneDrive
• Microsoft Teams
• Microsoft Intune
• Microsoft Azure
• Hypervisors
• Windows Server and Linux administration
• Networking technologies:
• Routing and switching
• VLANs, VPNs, firewalls, and SD-WAN
• DNS, DHCP, and TCP/IP
• Backup and disaster recovery platforms
• Endpoint security and cybersecurity fundamentals
• Monitoring, RMM, and PSA platforms
• PowerShell and automation scripting
• IT documentation systems
• AI and process automation tools, Performance in this role will be measured by:
• SLA attainment and service quality metrics
• Client satisfaction and retention
• Team utilization and employee engagement
• Project completion on time and within budget
• Security and compliance outcomes
• Operational efficiency and automation improvements
• Revenue growth through expanded services and strategic recommendations

Why Join RESTOREPOINT?

RESTOREPOINT is committed to delivering exceptional technology solutions and strategic guidance to our clients. The IT Operations Manager plays a critical role in ensuring service excellence, developing technical talent, and helping clients leverage technology to achieve their business objectives.

Pay: $120,000.00 - $150,000.00 per year

Do you have experience in Windows Server administration?, Do you have a Bachelor’s degree?, * Service Desk Plus or Kaseya

• Cato Networks, Cisco Meraki and Palo Alto Networks
• Checkmk, * Bachelor’s degree in information technology, Computer Science, Business Information Systems, or related field; equivalent work experience will be considered.
• Minimum of 6-10 years of progressive IT experience.
• Minimum of 3-5 years of leadership experience managing technical teams.
• Prior experience working for a Managed Services Provider (MSP) is required.
• Demonstrated experience managing multiple clients, competing priorities, and service-level commitments.

Certifications (Preferred)

• Project Management Institute Project Management Professional (PMP)
• AXELOS ITIL Foundation or higher
• Microsoft 365 Certified
• ISC2 CISSP
• CompTIA Security+, Network+, or Cloud+

Key Competencies

• Strong leadership and people management skills
• Excellent verbal and written communication
• Client relationship and executive presentation skills
• Strategic thinking and business acumen
• Financial management and budgeting
• Project management and organizational skills
• Analytical problem-solving and decision-making
• Ability to thrive in a fast-paced, high-accountability environment
• Strong sense of ownership and accountability

$120,000 - $150,000 a year - Permanent, Full-time, Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * Full-time remote position with occasional after-hours or weekend work for escalations and project cutovers.
• Limited travel to client sites and company offices as needed.
• Valid driver’s license and reliable transportation may be required.
• Background check and reference verification required., * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance