IT Operation Manager

About REST Solution

REST Solution is an IT services and cybersecurity partner providing end-to-end, 24/7 support to help businesses manage their IT infrastructure, support users, migrate to the cloud, strengthen cybersecurity, and implement proactive monitoring and response. The company works as an extension of its customers' IT and security teams, with a focus on reliable operations, responsive service, and scalable support across multiple countries.

REST Solution's services include managed IT, 24/7 helpdesk, 24/7 infrastructure monitoring through its NOC, infrastructure maintenance, cloud and infrastructure projects, cybersecurity engineering, vulnerability management, SOC and CSIRT services, and governance and compliance support. REST Solution is ISO 27001 certified, reflecting its commitment to structured information security practices and operational resilience.

Founded in 2015, REST Solution supports international organizations through a global operating model, with multiple locations worldwide, multilingual support capabilities, and customer-centric service delivery. Its purpose is reflected in its motto: We take care of your IT, you REST.

Role Overview

The IT Operations Manager is responsible for the end-to-end delivery, performance, and continuous improvement of IT services across the service desk and technical support functions. The role ensures that all services are delivered in line with agreed Service Level Agreements (SLAs), operational KPIs, and client expectations, while maintaining compliance with industry best practices and organizational standards.

The position plays a critical leadership role in driving operational excellence by overseeing service delivery, managing escalation and governance frameworks, and ensuring effective execution of IT Service Management (ITSM) processes including incident, problem, and change management. The IT Operations Manager collaborates closely with clients, internal stakeholders, and technical teams to ensure high-quality service, stability of IT environments, and continuous service improvement.

In addition, the role is accountable for workforce management, performance optimization, and the development of a high-performing operations team. It requires a balance of leadership, operational control, and sufficient technical understanding to guide teams, challenge decisions, and support complex issue resolution when needed.

Duties and Responsibilities

• Operational Management
• Oversee the daily operations of the service desk and technical support teams.
• Govern incident, request, problem, and change management workflows
• Handle major incidents (P1/P2): lead bridge calls, communication, RCA, corrective/preventive actions, and post-mortems.
• Team Management
• Lead, mentor, and motivate the Operations teams, set goals, run performance reviews, and build growth plans and training paths.
• Conduct performance reviews and provide ongoing training and development opportunities.
• Foster a collaborative and high-performance team culture.
• Operational Governance and Reporting
• Manage and optimize workflow processes to increase efficiency and productivity.
• Ensure compliance with industry standards and best practices.
• Develop and maintain operational policies and procedures.
• Establish regular reporting frameworks (daily, weekly, monthly)
• Provide operational insights and recommendations to leadership
• Ensure data accuracy in reporting systems
• Establish, maintain, and audit SOPs/runbooks
• Service Delivery Management
• Ensure timely and effective delivery of IT services to clients.
• Own SLA performance and drive corrective actions for breaches.
• Define, track, and report on KPIs
• Manage and address escalated client issues and service disruptions.
• Develop and implement strategies to improve service delivery and client satisfaction.
• Workforce and Resource Management
• Own resource and capacity planning (roster for shift coverage, on-call schedule for out-of-shift coverage, capacity planning, backlog management) to ensure support coverage.
• Develop and maintain succession planning and role backup definition.
• Continuous Improvement
• Analyze operational data and performance metrics to identify areas for improvement.
• Implement continuous improvement initiatives to enhance service quality and efficiency.
• Stay updated on industry trends and technological advancements to drive innovation.
• Risk and Compliance Management
• Identify potential risks to service delivery and develop mitigation plans.
• Ensure business continuity and disaster recovery plans are in place and tested regularly.
• Act as a backup engineer when necessary or during peak season.
• Collaboration
• Collaborate and coordinate with other teams and stakeholders to implement process enhancements, initiatives, and workflow optimizations.
• Foster a collaborative culture that encourages the sharing of information and best practices.

Qualifications and Skills

• Bachelor's degree in IT/CS/IS or equivalent experience.
• 7+ years in IT operations or managed services, including 3+ years leading multi-tier support teams (T1–T3 or equivalent).
• Proven command of ITIL practices; ITIL Foundation required (Intermediate/Managing Professional a plus).
• Strong understanding of common MSP stacks: ticketing/PSA, RMM, monitoring/alerting, asset/CMDB, knowledge management.
• Comfortable with technical contexts (Windows Server/AD, Linux, virtualization, networking, backup/DR, M365/Azure fundamentals) to guide teams and triage escalations.
• Demonstrated success improving SLA/CSAT/quality via process, coaching, and automation.
• Excellent stakeholder communication, conflict resolution, and executive reporting.
• Nice-to-have certifications: Microsoft/Azure, VMware, Security+
• Ability to work in a fast-paced environment
• Team Player with initiative
• People leadership and coaching
• Customer-centric mindset with strong ownership
• Data-driven decision-making and prioritization
• Process discipline and continuous improvement
• Clear written and verbal communication

Working Conditions

• Hybrid work location setup once probation period is over
• Fully On-site work set up during probation period
• Role may be rotated on different shift depending on operational need
• On-call during out-of-office hours if necessary.
• Role may participate in an on-call rotation for major incidents.
• Occasional after-hours/weekend work for changes and critical events.