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+.

Manager IT