About this role
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.
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+.