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Metro location and a common IT-operations managerial profile increase applicant competition moderately.
Core end-user infrastructure and ITSM skills transfer across industries but enterprise telephony and US-stakeholder experience increase domain specificity.
Explicit 7+ years and 5+ years managerial experience plus ITSM/ITIL and specific tooling raise filtering strictness.
Oversee daily IT Infrastructure operations including ticket management, resource allocation, and escalation handling.
Manage and mentor Server, Storage, and Voice Engineering teams, ensuring SLA compliance and team performance.
Generate regular performance reports and collaborate with IT and business stakeholders to drive continuous service improvements.
Bachelor's degree in Information Technology or related field, or equivalent experience.
Minimum 7 years in IT operations with at least 5 years in supervisory or managerial roles.
Experience with ITSM tools like ServiceNow or Jira and understanding of ITIL frameworks.
Working knowledge of Microsoft 365, Active Directory, Azure Entra, Intune, and enterprise telephony MACD management (NICE, LiveVox, or Nexida preferred).
Experienced managing distributed IT support teams in fast-paced environments with global or U.S.-based stakeholders.
Technically proficient in end-user support technologies and enterprise telephony platforms.
Data-driven and able to translate analytical insights into operational improvements and strategic decisions.