Managed Services IT Manager
Overview
Who are we?
Specialist Networks Operations Ltd. is a Network Managed Services provider. Formed in 2017, SNO has grown to be a trusted authority in the monitoring and management of IT systems and networks.
Created to support the massive growth in Open Access infrastructures globally, SNO provides a comprehensive range of services that allows network operators to build, run, optimize and manage their large-scale networks on a 24/7/365 basis.
Based in the UK and the US, SNO has the talent, the tools and the team to ensure customer network operations run smoothly and that the network is highly available.
What’s it like to work for us?
SNO is committed to creating a smarter tomorrow for our customers. To do this we need talented people who share a passion for building customer relationships and solving customer problems.
We operate with honesty, integrity and respect, and value collaboration, innovative thinking and customer focus in everything that we do.
If you enjoy work in a dynamic and diverse environment, then we could be an excellent fit for each other.
Job Description:
The Managed Services IT Manager will oversee, manage and mentor a team of IT professionals 24x7x365 to manage both internal IT operations and external managed services for contracted companies. This role is responsible for ensuring the seamless delivery of IT support and services, maintaining high levels of customer satisfaction, and driving technological advancements within the organization.
Key Responsibilities:
Internal and External IT Management Services:
Lead, mentor, and develop the internal IT team, fostering a collaborative and high-performance work environment.
Oversee the installation, configuration, maintenance, and troubleshooting of hardware and software systems.
Develop and implement IT policies, procedures, and best practices to ensure the security and efficiency of IT systems. Plan, execute, and manage IT projects, ensuring timely delivery within budget constraints.
Collaborate with vendors to procure, manage, and maintain IT infrastructure and services.
Serve as the primary point of contact for external clients, managing relationships and ensuring satisfaction with IT services.
Oversee the delivery of IT support and services to external clients, ensuring compliance with SLAs and contractual obligations.
Coordinate with internal teams to resolve client issues promptly and effectively, maintaining high service standards.
Conduct regular reviews with clients to assess service performance, identify improvement areas, and explore additional service opportunities.
Coordinate with internal teams to promptly and effectively resolve client issues, maintaining high service standards.
Conduct regular client reviews to assess service performance, identify improvement areas, and explore additional service opportunities.
Act as point of escalation and collaborate with other teams to drive resolution of complex operational issues.
Interact with internal stakeholders at all levels to deliver an excellent network and customer experience.
Continuously managing and overseeing, reviewing, implementing, and evolving processes to track, oversee and organize all systems.
Monitor all cases and incidents to provide accurate metrics and KPI’s while ensuring operational processes are being followed.
Manage the planning, coordinating, and executing IT projects, including system upgrades, migrations, and deployments.
Responsible for managing and setting priorities for projects and initiatives while ensuring department core functions and duties are met.
Responsible for management of proactive projects to improve network reliability and performance.
Manage and keep up to date with industry trends and technologies related to network operations and security.
Provide leadership, direction, inspiration and motivation with peers and subordinates.
Create reports for SNO management and provide reports to the Director.
Plan, organize, and manage staff and overall operations including schedules, vacation, sick leave.
Required Qualifications:
Bachelor’s degree in information technology, Computer Science, or a related field.
Minimum of 5 years of experience in IT management, with a focus on both internal IT operations and external managed services.
Proven experience in leading and developing IT teams. Strong knowledge of IT systems, networks, and software applications.
Demonstrated ability to manage IT projects from conception to completion. Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
Preferred Qualifications:
Relevant certifications such as ITIL, PMP, or CISSP.
Experience in the industry relevant to the company's operations. Ability to align IT initiatives with business goals and drive technological innovation.
Job Type: Full-time
Pay: $80,000-90,0000 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Schedule:
- Monday – Friday 12hr shift
- Day, Night
- Saturday – Sunday off
- Weekend on call rotation
- Holidays
Work Location: In person – Dallas, TX 75234
Job Type: Full-time
Pay: $38.46 - $43.26 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Night shift
- On call
Experience:
- Help desk: 5 years (Required)
- Windows: 5 years (Required)
Ability to Commute:
Ability to Relocate:
- Irving, TX: Relocate before starting work (Required)
Work Location: In person