IT Operations Manager

R3 LLC • Woburn, MA

1d

About The Position

At R3, we are committed to providing our clients with best-in-class solutions for all of their IT needs. We are relentless in our pursuit of excellence and dedicated to providing our clients with unsurpassed quality, service, and value day in and day out. As we continue to grow and innovate, we are seeking passionate and dedicated individuals to join our team. If you’re ready to join our mission of setting the standard for IT excellence, we are looking for a talented IT Operations Manager to join our team.
As the IT Operations Manager, you are responsible for overseeing the day-to-day IT operations of one or more assigned client environments. This role serves as the primary operational leader and strategic liaison between the client and our internal technical teams.
You will ensure client infrastructure is stable, secure, and aligned with business objectives while driving the execution of each client’s IT roadmap. The IT Operations Manager partners closely with Executive Leadership, client stakeholders, engineers, and service desk teams to deliver high-quality managed services and measurable client success.
This role requires strong organizational skills, client communication experience, and the ability to balance operational excellence with strategic planning in a fast-paced MSP environment.

Requirements

• Bachelor’s degree in computer science, Information Technology, or related field preferred
• 2–5+ years of experience in IT operations management within a client-facing or MSP environment
• 3+ years of technical experience using Microsoft-based solutions and products
• Demonstrated experience managing server and network infrastructure, software applications, and hardware in production environments
• Experience working directly with client executives or business stakeholders strongly preferred
• Strong knowledge of IT infrastructure, including servers, networking, storage, virtualization, and cloud-based systems
• Experience supporting client environments in a Managed Service Provider MSP setting preferred
• Proven ability to manage multiple client accounts simultaneously while maintaining high service standards
• Strong project management skills, including planning, coordination, and execution of client initiatives
• Excellent communication skills with the ability to translate technical concepts for executive and non-technical stakeholders
• Strong leadership and coordination skills to guide technical teams in delivering client solutions
• Solid understanding of IT security, data protection, compliance, and risk management best practices
• Ability to implement and enforce operational processes and drive continuous improvement
• Familiarity with ITIL or other IT service management frameworks is a plus
• Comfortable working under pressure and managing competing client priorities
• Availability to work flexible hours as needed to support client operations and critical initiatives

Responsibilities

• Serve as the primary operational point of contact for assigned client accounts, ensuring consistent service delivery and client satisfaction
• Oversee and manage client IT infrastructure, including servers, networks, hardware, software applications, and cloud environments
• Develop and maintain client-specific IT roadmaps aligned to business goals, risk tolerance, and budget
• Partner with client leadership to plan and prioritize initiatives, forecast technology needs, and provide strategic guidance
• Develop and manage client IT budgets, track spend against plan, and provide regular reporting on performance and initiatives
• Monitor and optimize system performance, availability, and capacity across client environments
• Ensure client environments are secure, compliant, properly backed up, and have documented disaster recovery plans in place
• Review and maintain accurate documentation of client environments, processes, and configurations
• Oversee help desk support performance for assigned clients, ensuring SLAs and response targets are consistently met
• Manage vendor relationships on behalf of clients, including hardware, software, cloud, and telecommunications providers
• Oversee procurement and asset lifecycle management for client environments
• Lead and coordinate infrastructure-related projects including upgrades, migrations, security initiatives, and technology refresh cycles
• Provide clients with scheduled executive summaries, performance reports, and strategic recommendations
• Identify opportunities to improve client environments and recommend additional managed services or solutions where appropriate
• Ensure security monitoring, incident response coordination, and remediation activities are properly executed
• Staycurrent with industry trends and emerging technologies to provide proactive recommendations to clients

Benefits

• Competitive wages to reflect your experience and skills.
• Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
• 401(k) with company match to help you plan for the future.
• Flexible time off policies to ensure you maintain a healthy work-life balance.
• We are committed to creating a positive impact on society and contributing to a better world--we're involved in our community and encourage our employees to do the same.
• We are reshaping the industry and the way it thinks about technology and service.
• We strive to be better and encourage our employees to do the same by offering training incentives and bonuses to help you and your career grow.
• The opportunity to be a part of an amazing team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees