About the Role

We are seeking a highly motivated and experienced Service Ops Team Leader to lead and manage our after-hours service team. The ideal candidate will be a strong leader with a proven track record of success in managing high-performing teams in a fast-paced IT environment. This role is critical in ensuring seamless and exceptional support to our clients during non-business hours.

Responsibilities:

· Team Leadership:

o Oversee the daily operations of the after-hours service team, providing guidance, mentorship, and performance feedback.

o Foster a collaborative and high-performing team culture that prioritizes client satisfaction and employee growth.

o Develop and maintain team schedules to ensure optimal coverage and service continuity.

· Service Delivery:

o Ensure timely resolution of end-user support tickets, adhering to defined Service Level Agreements (SLAs).

o Proactively monitor and respond to infrastructure alerts and incidents.

o Lead the response to cybersecurity incidents, collaborating with internal and external stakeholders.

o Plan and execute after-hours maintenance activities, including patching, updates, and system audits.

· Operational Excellence:

o Develop and maintain comprehensive documentation for after-hours procedures, workflows, and escalation paths.

o Continuously monitor team performance and client feedback to identify areas for improvement.

o Collaborate with other departments to ensure seamless service delivery and alignment with company objectives.

o Generate daily reports on after-hours service metrics and outcomes.

· Client Engagement:

o Act as the primary point of contact for clients during after-hours shifts.

o Effectively communicate with clients, addressing their concerns promptly and professionally.

o De-escalate client issues and ensure their satisfaction.

Qualifications:

· 10+ years of experience in IT support, managed services, or a related field.

· 5+ years of experience in a leadership role managing a team of 7 or more individuals in an MSP environment.

· Strong understanding of IT infrastructure, including networking, virtualization, and cloud technologies.

· Proficiency in infrastructure monitoring tools, ticketing systems (e.g., ServiceNow, Jira), and remote support platforms.

· In-depth knowledge of cybersecurity principles and incident response protocols.

· Excellent written and verbal communication, interpersonal, and presentation skills.

· Strong analytical and problem-solving skills with the ability to make sound decisions under pressure.

· Experience with Microsoft 365, Windows Server, and other relevant technologies.

· ITIL Foundation certification or equivalent is preferred.

· Microsoft Certified: Azure Administrator Associate or similar certifications are a plus.

· CompTIA Security+ or equivalent cybersecurity certification is preferred.

Experience:

· Managed Services Experience: How many years of experience do you have working with Managed Services Providers? (Target: >2 Years)

· Managed Services Tools: How many years of experience do you have working with Managed Services tools and platforms (e.g., RMM, PSA, ITSM tools)? (Target: >5 Years)

· Technical Certifications: List your relevant technical certifications.

· Leadership Experience: How many years of experience do you have in a leadership role?

· MSP Leadership: How many years of experience do you have in a leadership role within the MSP or IT services industry? (Target: >=5 Years)

· Team Management: What is the largest team you have directly managed in your career? (Target: >7)

· Leadership Style: Describe your leadership style. (Looking for a Servant Leader focusing on driving results and accountability.)

· Operational Efficiency: What frameworks, methodologies, or tools have you used to improve operational efficiency in service delivery? (e.g., ITIL, TruMethods)

· Availability & Reliability:

o Do you have a reliable means of transportation? (Target: YES)

o Are you willing to work out of the office every working day? (Target: YES)

Work Schedule:

· This position requires flexibility to work during after-hours shifts (3PM to 11PM EST) and be available for on-call support as needed.

· This role requires reporting to the office for all shifts. Remote work is not permitted.

Benefits:

· Competitive salary and benefits package.

· Paid time off and holidays.

· Opportunities for professional growth and development.

· Supportive and collaborative work environment.