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Position title
IT Operations Manager

We are currently seeking an experienced, detail-oriented Operations Manager to join our growing team. Under the general direction of the Director of Delivery, this position will play a key role in the overall success of our organization by planning, managing, and monitoring engineering functions. The Operations Manager will be responsible for overseeing various projects, processes, and timelines while ensuring the highest level of customer service is provided for our clients. A high level of communication and interpersonal skills and the ability to multi-task in a timeline driven environment are a must. While a majority of work will be performed remotely, the Operations Manager will occasionally be required to work onsite for a meeting or employee onboarding.


• Manage daily task assignments, proper process management and communication, and timesheet review for three engineering departments: NOC, Field, and Cloud

• Serve as the engineering leader and technical expert by answering questions and resolving issues brought forth by the engineering team

• Provide exceptional service to clients by motivating and holding the engineering team accountable to deliver on all internal client and external partner expectations

• Assign resources and oversee emergency outages or security vulnerability tasks through completion

• Play an active role in PSA and RMM administration team

• Continuously evaluate, implement, and improve processes

• Partner with project management to allocate technical resources for projects

• Report on monthly, quarterly, and annual service delivery metrics

• Audit and confirm the accuracy of the work performed and the methods used by the engineering team

• Monitor staffing needs and oversee the hiring and onboarding processes

• Own training initiatives by implementing individualized plans, following up on completion, and checking for understanding

• Develop and the engineering staff through consistent coaching conversations and performance evaluations

• Spearhead various research and development initiatives to identify opportunities for new technology and improved processes

• Act as an escalation point for the on-call rotation


• Bachelor’s degree or relevant certifications in Computer and Information Systems

• 5+ years of engineering experience

• 2+ years of management experience

• Proven leadership skills when it comes to managing, retaining, and developing a team of IT professionals

• Experience with Windows XP/7/8/10, Windows Server 2003/2008/2012/2016/2019, Microsoft Exchange Server 2007/2010/2013/2016, and Office 365

• Working knowledge of VMware, cloud/virtual computing, and wired/wireless

• Strong understanding of the Microsoft Cloud stack

• Ability to provide end user desktop support of Microsoft Office, CRM, and ERP software

• Hands-on experience with server and desktop hardware and networking

• Proven ability to communicate effectively and work collaboratively across multiple departments within an organization

Job Benefits
  • Medical, dental, and vision insurance
  • Company-paid life insurance
  • 401k with company match
  • Referral bonuses
  • Paid time off, including 3 weeks of vacation

Lori Nelson

HR Business Partner


(216) 370-7997 ext. 1009

Employment Type
Beginning of employment
Duration of employment
Job Location
2132 Case Parkway North, Twinsburg, 44087
Remote work from: Ohio
Base Salary
$90,000-$100,000 Per year
Date posted
April 18, 2022
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Position: IT Operations Manager

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