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IT Operations Manager
STACK IT Recruitment. Lead day-to-day IT support operations, ensuring strong service levels and a positive end-user experience .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT support operations and service delivery leadership, with a strong focus on ITIL processes, team development, and the use of ITSM tools to enhance service quality and efficiency. Proven ability to leverage data-driven insights and emerging technologies to optimize IT service delivery and improve end-user experiences.
Highest-signal resume keywords
IT Support LeadershipITIL Incident ManagementServiceNowStakeholder ManagementData-Driven Decision Making
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ITSMIncident ManagementProblem ManagementRequest ManagementService Desk OperationsKPI ReportingAutomationKnowledge ManagementAI TechnologiesSLA Management
Soft Skills
Team LeadershipCustomer ServiceCommunicationCross-Functional CollaborationCoaching
Tools & Technologies
ServiceNowJira Service Management
Industry Keywords
IT SupportService DeliveryITILITSM ToolsEnd-User Experience
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Lead day-to-day IT support operations, ensuring strong service levels and a positive end-user experience
- Manage, coach, and develop a high-performing, customer-focused support team
- Oversee ticket queues, priorities, escalations, and major incidents while keeping stakeholders informed
- Own IT service KPIs and reporting, including response and resolution times and CSAT
- Develop and execute the service desk strategy and roadmap in line with business needs
- Govern ITIL incident, problem, and request management processes
- Improve service delivery through automation, self-service, knowledge management, and modern support technologies
- Partner with infrastructure, applications, security, and business teams to resolve issues and improve IT service delivery
- Manage and optimize ITSM tools to support scale, visibility, and continuous improvement
- Oversee IT support operations across multiple office locations
- Build scalable IT operations and support capabilities as the organization grows
- Explore AI and emerging technologies to improve IT efficiency and employee experience
Requirements
What you’ll need- 5+ years of experience in IT support or service delivery leadership, including team leadership and development
- Strong knowledge of ITSM/ITIL, particularly incident, problem, and request management
- Hands-on experience with ITSM platforms such as ServiceNow or Jira Service Management
- Experience managing escalations, major incidents, and SLA performance
- Strong stakeholder management, communication, and customer service skills
- Data-driven mindset with experience using KPIs to improve IT operations
- Proven ability to improve and scale service desk operations in a fast-paced environment
- Strong cross-functional collaboration skills across infrastructure, applications, security, and business teams
- Interest in AI and emerging technologies and their potential to improve IT service delivery
Benefits
Comp & perks- Comprehensive benefits coverage supporting health, wellbeing, and day-to-day peace of mind
- RRSP matching
- Stock options
- Vacation
- Wellness days
- Personal days
- Summer Fridays
- Flexible spending accounts for health, family, or lifestyle needs
- Diversity and inclusion commitment
- Hiring-process accommodation support