Hybrid Manage Service Provider Operations Manager na KAI Partners, Inc.
KAI Partners, Inc. · Roseville, Estados Unidos Da América · Hybrid
- Senior
- Escritório em Roseville
- Define and execute the vision for the Managed IT Services department.
- Align IT services with strategic business goals and evolving client needs.
- Develop and optimize service strategies that support scalability, quality, and innovation.
- Supervise and mentor internal IT and client-facing service teams.
- Build a culture of accountability, inclusion, and continuous improvement.
- Oversee onboarding, training, performance reviews, and career development.
- Lead day-to-day operations, including helpdesk, infrastructure, cybersecurity, and network management.
- Ensure SLA adherence and high customer satisfaction through metrics and feedback loops.
- Oversee client onboarding, implementation, escalations, and resolution processes.
- Manage vendor relationships, contracts, and service performance.
- Oversee cross-functional IT projects (e.g., cloud migrations, automations, integrations).
- Collaborate with Business Services to track budgets and ensure ROI.
- Ensure compliance with federal and California laws (e.g., CCPA, Cal/OSHA, ADA).
- Oversee IT security policies, data privacy, and incident response procedures.
- Identify and report risks, assessments, and mitigation plans to the Director.
- Develop business cases for custom software and innovation initiatives.
- Maintain infrastructure documentation, SOPs, data flows, and change management records.
- Generate internal and client-facing reports to track IT and service performance.
- Perform other related duties, as assigned.
- Experience with ITSM platforms and RMM/PSA tools (e.g., ConnectWise, Kaseya, Datto).
- Understanding of cybersecurity frameworks and compliance (CCPA, NIST, SOC 2).
- Familiarity with cloud platforms (e.g., Microsoft 365, Azure, AWS).
- Experience in SDLC, ERP systems, and business case development.
- High emotional intelligence and coaching capabilities.
- Strong analytical, problem-solving, and decision-making skills.
- Effective communication across technical and non-technical audiences.
- Ability to work under pressure, manage multiple priorities, and maintain confidentiality.
- Ability to work in a team-oriented, collaborative environment.
- Bachelor’s degree in IT, Computer Science, Engineering, or related field.
- 5+ years of progressive leadership in IT operations or managed service environments.
- Proven success managing hybrid internal/external service teams.