Sr. Manager Client Technology

Job Description 

Sr Manager 

What we are looking for? 


* Right balance of leadership and management 



* Technically sound in Windows Server administration, overall IT operations, IT service delivery, well-versed with ITIL processes, and a strong troubleshooter of technical issues 



* Problem management with a methodological problem-solving approach (5 Whys, RCAs, Kepner-Tregoe) 

People Management Competencies 


* 13+ years of IT experience with at least 5 years managing 12–15+ team members 



* Experience leading junior managers/leaders and/or senior individual contributors 



* Plan/roster team members to ensure optimal 24x7 coverage 



* Coach, mentor, and develop staff, including onboarding and career development planning 



* Ensure effective utilization of staff to meet milestones/goals 



* Empower employees, delegate responsibility, and ensure accountability 



* Lead performance management processes including goal setting and feedback 



* Maintain transparent communication across teams 



* Identify and recruit internal/external talent 



* Recognize high performers and retain key talent 



* Communicate company updates and team progress regularly 

Technical Competencies 


* Understanding of Global Command Center/Monitoring Operations (L1–L2) 



* 10+ years of experience in Windows Server, IIS, application support, SQL, clustering 



* Experience with monitoring tools such as Azure Monitor, LogicMonitor, SentryOne, AppDynamics 



* Proficiency in Microsoft Office tools (Excel, PowerPoint, Teams) 



* Experience leading ITIL-aligned teams (Incident, Problem, Change Management) 

Responsibilities 


* Manage individual contributors and/or junior managers 



* Provide weekly/monthly KPI dashboards 



* Generate daily, weekly, and monthly reports 



* Drive root-cause resolution ('solve once') 



* Collaborate with cross-functional teams to improve resolution timelines 



* Lead internal operational projects 



* Balance multiple priorities including projects, enhancements, and maintenance 



* Ensure compliance with policies and procedures 

Academic and Professional Qualifications 


* Bachelor’s degree in Computer Science/IT 



* Relevant IT certifications are a plus 

Travel Requirements 


* Willingness to travel regionally and/or internationally