IT Operations Leader — Drive Service Excellence & Growth

Optara

Burbank (CA)

On-site

USD 120,000 - 170,000

Full time

6 days ago

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Benefits offered by this job

Medical, Dental, Vision

Bonus opportunities

Paid time off

Training & leadership development

Collaborative leadership team

Job summary

Optara is seeking an experienced IT Operations Manager to lead our service delivery and engineering teams within our MSP/MSSP practice. You will bridge leadership, engineering, service desk, and clients to ensure consistent, efficient technology services aligned with business goals.

The role emphasizes developing people, improving processes, and driving operational excellence in a fast-paced managed services environment.

Qualifications

7+ years of progressive IT experience.
3–5+ years of leadership experience within an MSP/MSSP or managed services environment.
Strong knowledge of managed IT service delivery and operational best practices.
Experience managing technical teams, engineers, and service desk personnel.
Familiarity with ITIL-based service management principles.

Responsibilities

Lead and manage daily IT operations across service desk, onsite support, and engineering teams.
Oversee service delivery to ensure client satisfaction and SLA adherence.
Monitor ticket queues, escalations, response times, and overall service performance.
Coach, mentor, and develop technical staff through performance management and career development.
Coordinate project resources with service and project teams to ensure successful technology implementations.
Develop and enforce operational processes, documentation standards, and best practices.
Participate in strategic planning for infrastructure, cybersecurity, compliance, and tech initiatives.
Collaborate with Sales, Account Management, and Executive Leadership to align services with business objectives.