Manager, Technical Operations
Apply NowCompany: Jolera Inc.
Location: Toronto, ON M4E 3Y1
Description:
Who We AreJolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Our clients receive award-winning solutions built on over 25 years of experience servicing businesses worldwide.
We've helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.
Who You AreJolera seeks an energetic and experienced Technical Operations Manager to join our team in a full-time, permanent capacity.
What You Will Do
-Provide leadership and oversight to a team of technical resources delivering infrastructure and service delivery projects.
-Liaise with clients and internal leadership to manage daily operational aspects and lead high-priority projects.
-Ensure all initiatives are effectively managed to guarantee program success.
-Maintain the overall health of the program by working with the IT Service Management (ITSM) team for quick and efficient incident resolution.
-Improve process performance, efficiency, and productivity to meet business and client needs.
-Manage, develop, motivate, and coach technical staff.
-Take ownership of outstanding issues and drive them to resolution.
-Produce SLA and KPI metrics and reports.
-Serve as the point of contact or escalation for support teams regarding client services.
-Collaborate with the ITSM team to identify opportunities for improvement based on metrics and data.
-Be flexible and willing to take on challenges beyond the job description.
-Identify and address potential concerns to maintain a strong environment.
Qualifications
-Bachelor's degree in information technology or a recognized equivalent.
-5-10 years of related work experience in a similar role.
-Comprehensive knowledge of a broad range of IT services, including Service Desk, NOC, Field Services, and Systems Engineering.
-Strong knowledge and experience with system and network architectures.
-Ability to make tough decisions confidently.
-Strong project management and leadership skills.
-Excellent prioritization abilities.
-Experience in process development and improvement with a growth mindset.
-Experience in a Service Delivery function, dealing with clients, internal teams, and vendors.
-Ability to maintain a high level of confidentiality.
-Strong interpersonal skills.
-Capability to work independently on simple to moderately complex tasks.
-Knowledge of IT Infrastructure projects and strategies, preferably gained through various project roles.
-Flexibility to work overtime when required.
Preferred Hands-On Experience:
-Windows Administration
-Linux/UNIX Systems Administration
-Network Engineering
-Storage Management
-Backup & Recovery
-Virtualization
-ServiceNow
What We Offer
-Work remotely 2 days, and 3 days working in the office.
-Competitive compensation package
-Competitive benefits package
-Company Perks, and various brand discounts
-Company events, recognitions, and celebrations
-Career development and growth opportunities
We've helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.
Who You AreJolera seeks an energetic and experienced Technical Operations Manager to join our team in a full-time, permanent capacity.
What You Will Do
-Provide leadership and oversight to a team of technical resources delivering infrastructure and service delivery projects.
-Liaise with clients and internal leadership to manage daily operational aspects and lead high-priority projects.
-Ensure all initiatives are effectively managed to guarantee program success.
-Maintain the overall health of the program by working with the IT Service Management (ITSM) team for quick and efficient incident resolution.
-Improve process performance, efficiency, and productivity to meet business and client needs.
-Manage, develop, motivate, and coach technical staff.
-Take ownership of outstanding issues and drive them to resolution.
-Produce SLA and KPI metrics and reports.
-Serve as the point of contact or escalation for support teams regarding client services.
-Collaborate with the ITSM team to identify opportunities for improvement based on metrics and data.
-Be flexible and willing to take on challenges beyond the job description.
-Identify and address potential concerns to maintain a strong environment.
Qualifications
-Bachelor's degree in information technology or a recognized equivalent.
-5-10 years of related work experience in a similar role.
-Comprehensive knowledge of a broad range of IT services, including Service Desk, NOC, Field Services, and Systems Engineering.
-Strong knowledge and experience with system and network architectures.
-Ability to make tough decisions confidently.
-Strong project management and leadership skills.
-Excellent prioritization abilities.
-Experience in process development and improvement with a growth mindset.
-Experience in a Service Delivery function, dealing with clients, internal teams, and vendors.
-Ability to maintain a high level of confidentiality.
-Strong interpersonal skills.
-Capability to work independently on simple to moderately complex tasks.
-Knowledge of IT Infrastructure projects and strategies, preferably gained through various project roles.
-Flexibility to work overtime when required.
Preferred Hands-On Experience:
-Windows Administration
-Linux/UNIX Systems Administration
-Network Engineering
-Storage Management
-Backup & Recovery
-Virtualization
-ServiceNow
What We Offer
-Work remotely 2 days, and 3 days working in the office.
-Competitive compensation package
-Competitive benefits package
-Company Perks, and various brand discounts
-Company events, recognitions, and celebrations
-Career development and growth opportunities