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IT Operations Technical Manager
Weidenhammer. Lead the Cloud and Infrastructure Service Desk and serve as the senior technical escalation resource .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates advanced technical expertise in cloud and infrastructure management, with a strong focus on troubleshooting, incident response, and service desk leadership. Proficient in developing technical documentation and standards while mentoring and guiding technical teams in a multi-client environment.
Highest-signal resume keywords
Cloud Infrastructure ManagementAdvanced TroubleshootingMicrosoft 365 AdministrationPowerShell ScriptingIT Service Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
TroubleshootingSystems AdministrationCloud TechnologiesNetwork SecurityEndpoint ManagementBackup and RecoveryMonitoring TechnologiesConfiguration ManagementVirtualizationSecurity Operations
Soft Skills
Technical WritingMentoringJudgment Under PressureStakeholder CommunicationTeam Coordination
Tools & Technologies
Microsoft AzureActive DirectoryEntra IDRemote Monitoring and ManagementIT Service Management PlatformsObservability PlatformsAI-Assisted ToolsWorkflow Automation ToolsDocumentation ToolsIncident Response Tools
Certifications & Qualifications
Microsoft Role-Based Azure CertificationMicrosoft 365 CertificationCompTIA Network+CompTIA Security+Cisco CertificationsVMware CertificationsITIL 4 Foundation
Industry Keywords
Managed Services ProviderMulti-Client EnvironmentIncident ManagementProblem ManagementChange ManagementConfiguration ManagementContinual ImprovementVulnerability RemediationIdentity ProtectionEndpoint Security
Tech Stack
Tools & technologiesAzureCloudCyber SecurityITSMVMware
About the role
Key responsibilities & impact- Lead the Cloud and Infrastructure Service Desk and serve as the senior technical escalation resource
- Diagnose complex issues and perform structured troubleshooting and root-cause analysis
- Provide hands-on technical guidance, coaching, and mentoring to service desk analysts, system administrators, and engineers
- Coordinate technical responses during major incidents, including triage, workstream assignment, vendor escalation, recovery validation, updates, and corrective actions
- Administer, configure, and improve monitoring, management, security, documentation, and support platforms
- Develop and maintain technical standards, configuration baselines, build documentation, runbooks, knowledge articles, diagrams, escalation procedures, and configuration records
- Review monitoring coverage, alert quality, thresholds, and response procedures
- Lead problem management and implement durable corrective actions through standardization, automation, tool consolidation, documentation, or architectural recommendations
- Perform and validate complex changes, maintenance, upgrades, migrations, and remediation work
- Partner with security teams on identity protection, endpoint security, patching, vulnerability remediation, privileged access, backup and recovery, certificates, logging, incident response, and evidence requirements
- Use scripting, workflow automation, APIs, and AI-assisted tools to improve operational work
- Participate in solution reviews and project handoffs, validating supportability, documentation, monitoring, access, security, backup, ownership, and operational readiness
- Explain technical conditions, business impact, risks, and recommendations to clients and internal stakeholders
- Coordinate with vendors, carriers, partners, and third-party support organizations
- Maintain knowledge of the managed-services technology portfolio and pursue role-aligned learning and certifications
- Contribute technical input to client onboarding, assessments, service reviews, proposals, and scope validation
- Assist with after-hours maintenance and participate in the technical escalation rotation
- Promote disciplined incident, request, problem, change, configuration, knowledge, and continual-improvement practices
- Supervise service desk analysts, lead service desk analysts, system administrators, and other assigned operations or consulting professionals
Requirements
What you’ll need- Bachelor's degree in information technology, computer science, cybersecurity, engineering, or a related discipline, or an equivalent combination of technical certifications and relevant hands-on experience
- Minimum of 6 years of progressive hands-on experience in technical support, systems administration, cloud, network, infrastructure, security operations, or managed services, including experience as a senior escalation resource or technical lead
- Advanced hands-on troubleshooting across Microsoft 365, Azure, Windows Server, Active Directory and Entra ID, virtualization, networking, endpoint management, backup and recovery, monitoring, and security technologies
- Experience administering remote monitoring and management, IT service-management, documentation, endpoint, identity, backup, security, and observability platforms in an MSP or multi-client environment
- Working knowledge of PowerShell or comparable scripting, workflow automation, APIs, and AI-assisted technical tools
- Strong understanding of identity, least privilege, endpoint protection, vulnerability remediation, logging, backup, recovery, network security, and secure configuration principles
- Practical knowledge of IT service management, including incident, major incident, problem, change, request, configuration, knowledge, and continual-improvement practices
- Ability to translate technical findings into clear business impact, risk, recovery options, and recommendations
- Demonstrated judgment during major incidents, production changes, competing priorities, and high-pressure client escalations
- Strong technical writing skills, including runbooks, diagrams, build standards, knowledge articles, and post-incident documentation
- Ability to lead, mentor, and develop technical professionals and coordinate work across teams
- Project awareness sufficient to manage technical dependencies, risks, testing, cutover activities, operational acceptance, and stakeholder communication
- Must be legally authorized to work in the United States
- Employment may be subject to employer and client-specific background verification or security requirements
- Experience in an MSP or multi-client environment is preferred
- Relevant certifications may include Microsoft role-based Azure or Microsoft 365 certifications, CompTIA Network+ or Security+, Cisco certifications, VMware or virtualization credentials, ITIL 4 Foundation, or comparable vendor and service-management certifications
Benefits
Comp & perks- Medical, dental, and vision insurance
- 401(k)
- Paid time off
- Paid parental leave
- Training and development opportunities
- Paid volunteer time
- Wellness programs
- Hybrid flexibility