Manager, Service Operations

TL;DR

Manager, Service Operations (IT Managed Services): Leading, developing, and scaling high-performing engineering support teams to deliver exceptional customer experience with an accent on operational excellence, engineers’ professional growth, and strong client relationships. Focus on enforcing standardized processes, tracking KPIs, proactively resolving issues, and aligning services with client business goals.

Location: US Based – East Coast (Remote)

Salary: $90-120k

Company

hirify.global is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services.

What you will do

• Lead and coach engineering teams to ensure technical excellence, accountability, and scalable workflows.
• Deliver services meeting SLAs and KPIs through standardized processes, risk identification, and proactive issue resolution.
• Serve as main operational contact for clients, aligning support with business needs and participating in reviews.
• Assess customer experience, implement feedback-driven improvements, and support renewals and expansions.
• Track KPIs like SLA attainment and response times, using data for decisions and reporting.
• Collaborate cross-functionally on onboarding, initiatives, hiring, and resource management.

Requirements

• US Based – East Coast preferred for remote work; experience managing remote/distributed teams across time zones.
• Proven experience leading engineering/technical support teams in managed services or enterprise IT.
• Solid understanding of IT operations: incident, request, change, problem management.
• Ability to develop/mentor teams, analyze data, drive improvements, and build client relationships.
• Strong communication for technical/operational details to engineers and stakeholders.
• ITIL Foundation certification or practical experience strongly preferred; comfortable with non-standard hours.

Culture & Benefits

• Work hard, play hard environment with focus on career growth, guidance, and skill development.
• Customer-centric approach emphasizing passion, training, and lucrative career building.
• Competitive salaries based on skills, experience, market data, and location.
• Commitment to fair, equitable compensation and equal opportunity employment.