Job Description
Job / Position: Senior IT Operations Manager
Location: Manhattan, NY - (Hybrid: 2-3 days)
Report To: Head of IT Operations and Service
Compensation: $175,000 - $225,000 + bonus
This role is focused on leading day-to-day IT operations, supplier and MSP management, infrastructure oversight, and end-user support. You’ll help shape a modern technology function that is fast-moving, agile, and user-focused.
Responsibilities:
- Oversee daily operations across infrastructure, networks, cloud (Azure), and support services.
- Manage relationships with MSPs, optimizing service delivery and exploring in-sourcing opportunities.
- Ensure adherence to ITIL processes (incident, problem, change) and alignment with KPIs/SLAs.
- Act as escalation point for major incidents.
- Collaborate with security, architecture, and delivery teams.
- Drive continual improvement and operational best practices.
- Support vendor/asset management, IT governance, and audit readiness.
Required Experience
- 7 - 10+ years in IT operations, ideally in hybrid environments (in-house/MSP).
- Strong knowledge of Azure, networking, infrastructure, ITIL, Agile, and DevOps.
- Proven experience managing MSPs and internal transitions.
- Familiarity with frameworks like ITSM, CMM, CASM.
- Experience with 24/7/365 support models and high-severity incident response.
Preferred Attributes
- Background in startup or scale-up environments.
- Effective communicator with strong stakeholder management skills.
- Results-driven, resilient, and adaptable.
- High ethical standards and team leadership ability.