Service Operations Manager

Job not on LinkedIn

🕒 May 19

🗽 New York – Remote

🗽 New York – Remote

💵 $90k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Thrive

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔒 Cybersecurity

🏢 Enterprise

Cybersecurity • Cloud • Enterprise

Thrive is a company that specializes in providing managed services and technological solutions for businesses. They focus on cybersecurity, cloud services, network management, and productivity tools to optimize business performance and drive digital transformation. With a customer-centric approach, Thrive offers services such as disaster recovery, IT compliance, regulatory services, and virtual chief information security officer (vCISO) advisory. They serve various industries including financial services, healthcare, government, and education, leveraging their expertise to empower clients to harness the promise of technology for better strategic outcomes.

📋 Description

• Leading and developing engineering support teams • Driving operational excellence and engineers’ professional growth • Acting as the operational owner for day-to-day service performance • Delivering services that meet or exceed SLAs, KPIs, and customer expectations • Serving as the main operational contact for assigned clients • Regularly assessing customer experience and driving action to boost satisfaction • Tracking and responding to service KPIs and informing decisions with data • Collaborating with other teams to ensure seamless service delivery • Maintaining staffing plans and budget alignment

🎯 Requirements

• Proven experience leading engineering or technical support teams • Solid understanding of core IT operations concepts • Demonstrated ability to develop, mentor, and grow engineering teams • Experience supporting complex customer environments • Ability to analyze operational data • Strong communication skills • Proven success in building and maintaining trusted client relationships • Demonstrated effectiveness in collaborating cross functionally • Experience managing remote and distributed teams • ITIL Foundation certification strongly preferred • Strong organizational, problem solving, and prioritization skills • Comfortable working outside standard business hours

🏖️ Benefits

• Fair and equitable compensation practices • Competitive salaries