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Managed Services Operations Manager Istonish - 4.3 Commerce City, CO Job Details Full-time $110,000 - $130,000 a year 8 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Life insurance Qualifications Managing technical support teams Managing teams in a customer support role Team leadership Talent management Workplace dispute resolution Technology security practices Virtualization tools Team development Production systems Policy & process development Bachelor's degree Computer hardware Server virtualization Data backup Interdisciplinary policy and procedure development experience Hardware management IP networking Policy Development Server hardware support IT department experience Time management Managing tech infrastructure teams Full Job Description A growing technology services organization is seeking an experienced Managed Services Operations Manager to lead a team responsible for delivering managed IT services to multiple enterprise clients. This leadership role is responsible for overseeing service delivery operations, managing technical support and field services teams, driving operational excellence, supporting sales efforts, and ensuring customer satisfaction through high-quality service execution. Key Responsibilities

• Lead a team of technicians and engineers providing Tier 1 and Tier 2 support in a 24x7x365 environment.
• Recruit, develop, mentor, and retain high-performing technical staff.
• Develop and improve ITIL-based operational processes and knowledge management practices.
• Identify, analyze, and manage service issues, including root cause analysis and corrective actions.
• Drive continual service improvement initiatives across multiple customer environments.
• Manage scheduling and resource allocation for field services projects.
• Develop and report operational KPIs and manage departmental budgets.
• Configure and optimize ITSM tools, ticketing workflows, knowledge bases, monitoring platforms, telephony systems, and SLA reporting.
• Collaborate with sales teams to scope new service opportunities and support customer engagements.
• Maintain capacity models and operational cost reporting to support pricing and service planning.
• Evaluate and recommend technologies and tools that improve service delivery.
• Serve as an escalation point for critical operational issues as needed. Required Qualifications
• Minimum of 3 years of people management experience with direct HR responsibility for IT operations staff.
• Minimum of 3 years of hands-on experience supporting and maintaining production IT environments.
• Strong working knowledge of: o Networking and IP-based infrastructure o Servers and storage platforms o Data protection and backup solutions o Virtualization technologies o Security operations and tools
• Experience working in a fast-paced, SLA-driven managed services or service provider environment.
• Proven experience developing operational policies and procedures.
• Strong conflict resolution, communication, and organizational skills.
• Self-motivated with excellent time management abilities. Preferred Qualifications
• Bachelor's degree in a technology-related field.
• ITIL Foundation certification.
• Experience supporting HIPAA and SOC-compliant environments.
• Experience designing mentoring and career development programs.
• Experience managing large-scale hardware refresh or field deployment projects. Physical Requirements
• Ability to work with computer equipment and technical systems.
• Occasional standing, walking, kneeling, and lifting of up to 50 pounds.
• Ability to perform tasks requiring manual dexterity and use of technical equipment. Compensation & Benefits
• Salary range: $100,000 - $120,000 annually , depending on experience, skills, and qualifications.
• Comprehensive benefits package including: o Medical, dental, and vision insurance o 401(k) o Paid time off Employment is contingent upon successful completion of applicable pre-employment screenings.

Equal Opportunity Employer.

Pay:

$110,000.00 - $130,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Life insurance Paid time off

Work Location:

Hybrid remote in Commerce City, CO 80216