Operation Manager

Company Overview

REST Solution offers a full range of outsourced IT support and cybersecurity services at a fair price. We are committed to help companies scale and grow by streamlining IT operations, minimizing downtime and improving productivity. In the process, we also help companies save costs and plan for their IT expenses. We proudly offer exceptional customer service that goes beyond mere delivery of IT support.

Our engineers go the extra mile to enable you to reach your business goals with ease.

Job Summary

The Operation Manager owns end-to-end service delivery across Tier 1 to Tier 3 teams. You will lead the Team Leads (T1T3), standardize and improve operational processes, and ensure that SLAs, CSAT, and quality targets are consistently met. Youll drive incident, request, problem, and change practices (ITIL-aligned), oversee workforce planning and shift coverage, manage escalations, and collaborate with the CTO on strategy, tooling, compliance, and continuous improvement.

Duties and Responsibilities

• Operational Oversight

• Oversee the daily operations of the service desk and technical support teams.

• Manage and optimize workflow processes to increase efficiency and productivity.

• Ensure compliance with industry standards and best practices.

• Develop and maintain operational policies and procedures.

• Service Delivery Management

• Ensure timely and effective delivery of IT services to clients.

• Monitor service level agreements (SLAs) and key performance indicators (KPIs).

• Address and resolve escalated client issues and service disruptions.

• Develop and implement strategies to improve service delivery and client satisfaction.
  

• Team Management

• Lead, mentor, and motivate the different teams within Operations.

• Conduct performance reviews and provide ongoing training and development opportunities.

• Allocate resources and manage staffing levels to meet service demands.

• Foster a collaborative and high-performance team culture.
  

• Client Relationship Management

• Build and maintain strong relationships with key clients.

• Conduct regular client meetings to review service performance and address concerns.

• Develop strategies to enhance client engagement and retention.
  

• Financial Management

• Assist in budget planning and management for the operations department.

• Identify cost-saving opportunities and implement efficiency improvements.
  

• Continuous Improvement

• Analyze operational data and performance metrics to identify areas for improvement.

• Implement continuous improvement initiatives to enhance service quality and efficiency.

• Stay updated on industry trends and technological advancements to drive innovation.
  

• Risk Management

• Identify potential risks to service delivery and develop mitigation plans.

• Ensure business continuity and disaster recovery plans are in place and tested regularly.

• Collaboration

• Collaborate and coordinate with other teams and stakeholders to implement process enhancements, initiatives, and workflow optimizations.

• Foster a collaborative culture that encourages the sharing of information and best practices.

• Prepare and present operational reports to the CTO: trends, risks, cost drivers, and improvement roadmap.

• Manage client escalations with empathy and urgency; partner with Account/Success Managers to restore confidence and prevent recurrences.

• Drive tooling hygiene and telemetry: PSA/RMM, monitoring/alerting, ticket taxonomy, automations/macros, and dashboards.

• Lead and coach Team Leads T1T3; set goals, run performance reviews, and build growth plans and training paths.

• Own service delivery KPIs (SLA attainment, FCR, CSAT, backlog health, MTTR, reopen rate) and run weekly/monthly reviews.

• Establish, maintain, and audit SOPs/runbooks for T1T3; drive consistency and quality across shifts and regions.

• Govern incident, request, problem, and change workflows (ITIL); chair CAB where applicable.

• Handle major incidents (P1/P2): lead bridge calls, communication, RCA, corrective/preventive actions, and post-mortems.

• Oversee resource and capacity planning (headcount, rosters, on-call, holidays) to ensure 24×7 coverage as needed.

• Comply with all organizational information security policies, procedures, and best practices, including proper handling of sensitive data, use of approved systems, and adherence to access control measures.

• Actively contribute to maintaining the organization's information security by participating in required training, reporting potential security incidents, and promoting a culture of security awareness in daily activities.

Requirements

• Bachelors degree in IT/CS/IS or equivalent experience.

• 7+ years in IT operations or managed services, including 3+ years leading multi-tier support teams (T1T3 or equivalent).

• Proven command of ITIL practices; ITIL Foundation required (Intermediate/Managing Professional a plus).

• Strong understanding of common MSP stacks: ticketing/PSA, RMM, monitoring/alerting, asset/CMDB, knowledge management.

• Comfortable with technical contexts (Windows Server/AD, Linux, virtualization, networking, backup/DR, M365/Azure fundamentals) to guide teams and triage escalations.

• Demonstrated success improving SLA/CSAT/quality via process, coaching, and automation.

• Excellent stakeholder communication, conflict resolution, and executive reporting.

• Nice-to-have certifications: Microsoft/Azure, VMware, Security+...

Key Competencies

• Ability to work in a fast-paced environment

• Team Player with initiative

• People leadership and coaching

• Customer-centric mindset with strong ownership

• Data-driven decision-making and prioritization

• Process discipline and continuous improvement

• Clear written and verbal communication

Working Condition

• Hybrid Set up

• Will be on-call if needed after office hours, willing to work during local holidays and weekends if necessary.

• Role may participate in an on-call rotation for major incidents.

• Occasional after-hours/weekend work for changes and critical events.