IT Operations Manager

*Company Overview*Is your CV ready If so, and you are confident this is the role for you, make sure to apply asap.*SG Computers* is a Massachusetts-based Managed Service Security Provider (MSSP) delivering reliable, secure, and well-documented IT services to SMB organizations. We pride ourselves on strong processes, clear communication, and accountability"”operating with the same discipline and standards expected of enterprise IT teams.At *SG Computers*, you'll have real ownership and the opportunity to make a meaningful impact. We value people who take accountability, care about quality, and want to continuously improve how IT services are delivered.*Overview*We are seeking an energetic and detail-oriented IT Operations Manager to lead our IT infrastructure and service management teams. This pivotal role involves overseeing the deployment, maintenance, and security of our IT systems, ensuring seamless operations and robust support for our clients. If you thrive in a fast-paced environment and have a passion for optimizing IT processes, this is your opportunity to make a significant impact.*Responsibilities*We are seeking an experienced *IT Manager* to lead day-to-day IT operations, manage technical teams, and ensure reliable, secure, and high-quality service delivery across internal systems and client environments. This role blends *people leadership, operational ownership, and hands-on technical oversight*, and is ideal for someone who thrives in a fast-paced MSSP environment.The IT Manager is responsible for driving operational excellence, managing escalations, improving processes, and partnering with leadership to align technology with business objectives.*Key ResponsibilitiesIT Operations & Service Delivery** Own daily IT operations across infrastructure, systems, and end-user support environments* Ensure SLA/SLO adherence and high-quality customer experience across all supported environments* Act as an escalation point for complex technical issues and major incidents* Oversee ticket prioritization, workload balancing, and service desk performance* Lead incident response, root cause analysis, and post-incident improvements*Team Leadership & Management** Manage, mentor, and develop IT staff (Service Desk, Engineers, and Specialists)* Define clear roles, responsibilities, and performance expectations* Conduct regular one-on-ones, performance reviews, and coaching sessions* Identify training needs and drive continuous technical and professional development* Foster a collaborative, accountable, and customer-focused team culture*Infrastructure, Security & Compliance** Oversee IT infrastructure including networks, servers, cloud platforms, and endpoints* Ensure security best practices across identity, access, endpoint protection, and backups* Partner with leadership on compliance initiatives (e.g., HIPAA, CMMC, NIST, SOC, ISO as applicable)* Maintain accurate technical documentation and system records* Ensure business continuity, backup, and disaster recovery plans are maintained and tested*Strategy, Process & Continuous Improvement** Drive operational efficiency through process improvement, automation, and standardization* Participate in IT strategy, roadmap planning, and budgeting* Support client-facing reviews, QBRs, and technical planning discussions* Collaborate cross-functionally with Projects, vCIO, Sales, and Security teams* Identify risks, trends, and opportunities for service improvement*Required Qualifications** 5+ years of progressive experience in IT operations or managed services* 2+ years in a leadership or management role* Strong working knowledge of:* Microsoft 365, Azure xijylhu / Entra ID* Windows Server, Active Directory, DNS, DHCP* Networking (firewalls, switches, VPNs)* Endpoint management and security tools* Experience managing SLAs, escalations, and service desk operations* Excellent communication skills with the ability to translate technical concepts for non-technical stakeholders*Preferred Qualifications** MSP/MSSP experience strongly preferred* Experience with compliance frameworks (HIPAA, CMMC, NIST, ISO, SOC)* Familiarity with PSA/RMM tools and IT documentation platforms* Project management or service delivery leadership experience* Veterans and members of the military community are encouraged to applyPay: $115,000.00 - $125,000.00 per yearBenefits:* 401(k)* 401(k) matching* Dental insurance* Employee discount* Health insurance* Life insurance* Paid time off* Referral program* Vision insuranceEducation:* Bachelor's (Preferred)Experience:* IT management: 3 years (Required)Location:* Waltham, MA 02451 (Preferred)Shift availability:* Day Shift (Required)Ability to Commute:* Waltham, MA 02451 (Required)Work Location: In person

Created: 2026-04-06