IT Operation Manager

About the RoleWe are looking for a highly organized and service-oriented Operations Manager to oversee the coordination, governance, and day-to-day management of IT support operations across end-user, infrastructure, cloud, and cybersecurity environments. This role is responsible for ensuring operational efficiency, maintaining service quality, managing support resources, and driving continuous improvement initiatives within a managed services environment. The successful candidate will work closely with both technical teams and business stakeholders to ensure smooth delivery of IT services and strong operational governance. The position follows a hybrid work arrangement with scheduled onsite engagement at client locations. Key ResponsibilitiesOperational Leadership• Oversee daily IT support operations and ensure service delivery standards are consistently maintained • Coordinate support activities across desktop support, infrastructure, cloud, and security teams • Review operational workflows and identify areas for process optimization and service improvement • Provide guidance to technical teams on operational procedures and issue management Service Coordination & Case Management• Monitor incidents and service requests through the IT service management platform • Ensure support tickets are properly categorized, prioritized, and assigned to the appropriate teams • Track open cases and coordinate timely follow-up actions to ensure service commitments are met • Manage escalations and coordinate communication during major incidents SLA & Team Management• Monitor service performance against agreed response and resolution timelines • Manage operational workload distribution and support team coordination • Escalate resource or operational risks where necessary to prevent service disruption • Support manpower planning and operational readiness initiatives Technical & Operational Advisory• Serve as the operational liaison between stakeholders and technical teams • Coordinate technical discussions involving end-user support, infrastructure, cloud services, and cybersecurity matters • Facilitate meetings and operational reviews with internal teams and customers where required Documentation & Process Governance• Maintain and improve operational documentation, SOPs, knowledge base articles, and support procedures • Ensure documentation remains updated and aligned with operational practices and compliance requirements • Support onboarding and knowledge transfer activities for new support personnel Audit & Compliance Support• Coordinate operational support for internal or external IT audits • Assist with audit evidence preparation, documentation reviews, and follow-up actions • Support continuous improvement initiatives related to governance and compliance Reporting & Service Review• Prepare monthly operational and service delivery reports • Present updates on incident trends, SLA performance, operational issues, and ongoing improvement initiatives • Provide visibility on support team performance and operational health indicators Asset & Lifecycle Coordination• Oversee asset tracking and inventory governance processes • Coordinate onboarding and offboarding activities for IT equipment deployment and recovery • Monitor device lifecycle planning, warranty tracking, and replacement coordination • Assist in managing asset discrepancy investigations and inventory audits RequirementsExperience & Technical Knowledge• Minimum 5 years of experience in IT operations, service delivery, or managed services environments • Good understanding of:IT Service Management (ITSM)End User Computing supportInfrastructure and cloud operationsService governance and SLA managementIT operational processes and documentation Preferred Qualifications• Experience using platforms such as ManageEngine, ServiceNow, Jira Service Management, or similar tools • Familiarity with Microsoft 365, endpoint management, and hybrid infrastructure environments • Exposure to audit, compliance, or governance-related activities is advantageous