Operation Manager

Operation Manager at REST Solution. Oversees end-to-end service delivery, manages workflow processes, and ensures compliance with industry standards and best practices.

Requirements

• Bachelors degree in IT/CS/IS or equivalent experience
• 7+ years in IT operations or managed services, including 3+ years leading multi-tier support teams (T1T3 or equivalent)
• Proven command of ITIL practices; ITIL Foundation required (Intermediate/Managing Professional a plus)
• Strong understanding of common MSP stacks: ticketing/PSA, RMM, monitoring/alerting, asset/CMDB, knowledge management
• Comfortable with technical contexts (Windows Server/AD, Linux, virtualization, networking, backup/DR, M365/Azure fundamentals) to guide teams and triage escalations
• Demonstrated success improving SLA/CSAT/quality via process, coaching, and automation
• Excellent stakeholder communication, conflict resolution, and executive reporting
• Nice-to-have certifications: Microsoft/Azure, VMware, Security+...