IT Operations Technical Manager

Lead the Cloud and Infrastructure Service Desk while serving as the senior escalation point for Microsoft 365, Azure, Entra ID, Windows Server, virtualization, networking, backup and disaster recovery, and security. Coach the technical team, lead major incident response, address recurring problems, and improve managed services through monitoring, automation, and AI-assisted tools.

Responsibilities

• Lead the Cloud and Infrastructure Service Desk.
• Serve as the senior escalation point for complex technical issues.
• Coach and develop service desk analysts and engineers.
• Lead response to major incidents.
• Drive problem management to prevent recurring issues.
• Improve service delivery through monitoring, automation, and AI-assisted tools.

Required Skills

• Microsoft 365
• Microsoft Azure
• Microsoft Entra IDWindows Server
• Virtualization
• Networking
• Backup and disaster recovery
• Cybersecurity
• Major incident management
• Problem management