Managed Services Operations Manager - Systems

Summary

Responsible for leading and overseeing a diverse team of Tier 1 Operators, Tier 2 System Administrators, Tier 3 Engineering, and Architect teams supporting multiple platforms. This manager will be responsible for delivering high-quality, efficient, and reliable managed services to our clients. This role combines leadership, strategic planning, and hands-on operational management to drive service excellence and client satisfaction.

Essential Duties and Responsibilities:

Operational Leadership

• Oversee the day-to-day operations of Tier 1, Tier 2, Tier 3, and architect support teams, ensuring SLAs, KPIs, and client expectations are consistently met.

• Develop and implement best practices, policies, and procedures to optimize service delivery.

• Monitor and analyze operational performance metrics and initiate corrective actions as necessary.

• Monitor and manage the ticketing system to ensure timely resolution of incidents and service requests.

Team Leadership & Development:

• Lead, mentor, and manage a diverse team of system operators, administrators, engineers, and architects across multiple tiers.

• Foster a culture of collaboration, accountability, and continuous improvement.

• Provide ongoing training and professional development opportunities to enhance team skills and capabilities.

• Conduct regular performance evaluations, set goals, and provide feedback to ensure high team morale and accountability.

Client Service Excellence:

• Serve as an escalation point for complex issues and critical incidents, ensuring timely resolution and client satisfaction.

• Collaborate with clients to understand their business needs and align managed services accordingly.

• Build and maintain strong relationships with key stakeholders to foster trust and partnership.

• Develop and maintain key performance indicators (KPIs) and service level agreements (SLAs) to measure success and identify areas for improvement.

Process Improvement:

• Identify inefficiencies in current processes and implement automation or workflow optimizations to enhance productivity and reduce downtime.

• Collaborate with cross-functional teams to align service operations with broader organizational goals.

• Participate in post-incident reviews to identify root causes and drive continuous improvement

Technical Oversight:

• Provide guidance on complex technical challenges and ensure appropriate solutions are implemented.

• Ensure adherence to security protocols and compliance requirements.

Strategic Planning and Execution:

• Collaborate with senior leadership to align operational strategies with organizational goals.

• Develop and implement initiatives to improve service delivery, scalability, and operational efficiency.

• Stay informed on industry trends and emerging technologies to guide strategic decision-making.

• Demonstrate and actively promote an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.

• Maintain a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in …