IT Operations Manager

IT Operations Manager

BBSI's client is a locally owned and operated business that has been serving Western Oregon for over 50 years as a Managed Service Provider, and they are looking for a senior IT Operations Manager to join their team of seasoned experts. This leadership role is responsible for ensuring exceptional client service, developing high-performing teams, and driving operational excellence providing technology solutions with business objectives. The ideal candidate has a strong technical background, proven leadership experience in an MSP or multi-client IT environment, and a passion for delivering outstanding customer experiences.

Salary: $65,000 - $80,000 per year

Position Summary and Responsibilities :

Leadership & Operations

Lead and develop the Desktop Support and Systems Engineering teams, establish team priorities, manage workloads, and ensure service level objectives are met.
Oversee the daily operations of the service desk, endpoint support and infrastructure engineering functions.
Coach, mentor, and develop technical staff while fostering accountability and continuous improvement.
Implement and improve technical standards, processes, documentation, and automation.
Client Success

Ensure exceptional service delivery across a diverse client base.
Build strong relationships with clients and serve as a trusted technology advisor.
Oversee escalations and ensure timely resolution of critical issues.
Identify opportunities to improve client satisfaction and retention.
Strategic Planning

Align technology services with client business objectives.
Develop scalable, secure, and efficient IT solutions in complex environments.
Drive continuous improvement initiatives that increase operational efficiency and service quality.
Business Development and Financial Management

Partner with the Sales team during client discovery, solution design, and presentations to support revenue growth and client acquisition.
Assist with proposals, service offerings, and pricing strategies.
Identify opportunities to expand services within existing client accounts.
Support successful onboarding of new clients.
Manage operational budgets and financial forecasts.
Monitor profitability, licensing, cloud services, and technology investments.
Negotiate vendor agreements and client contracts.
Ideal candidates have the following qualifications:

Required

Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
8+ years of progressive IT experience.
3+ years of leadership experience managing technical teams.
Strong knowledge of infrastructure, networking, cloud technologies, cybersecurity, and IT operations.
Experience managing multiple clients or complex IT environments.
Excellent communication, organizational, and problem-solving skills.
Preferred

Experience working for a Managed Services Provider (MSP).
Experience with PSA/RMM platforms such as ConnectWise, Autotask, or Kaseya.
Certifications such as ITIL, PMP, CISSP, Microsoft, or AWS.
CJIS certification or the ability to obtain one.