The IT Senior Manager will be responsible for overseeing and managing Auxis' IT Outsourcing operations for its clients, including Service Desk, Desktop Support, Network Operations Center (NOC), Infrastructure Administration & Architecture, and Security.
This role provides subject matter expertise across the Information Technology Outsourcing (ITO) landscape, focusing on managing day-to-day operations while driving innovative solutions to enhance performance and efficiency.
The position works closely with direct reports across the various support towers and collaborates with the Service Delivery Management team assigned to client accounts to ensure high levels of customer satisfaction, meeting contractual service level agreements, and maintaining strong operational performance.
Additionally, the IT Senior Manager supports the business development team by contributing to solution design and service proposals for prospective clients.
Requirements
- Experience
: 7+ years in IT management, including at least 3 years in IT outsourcing with proven success managing teams across multiple client environments.
- Education
: Bachelor's degree in IT, Business Administration, or related field, preferably with a focus on information systems or IT management.
- Language
: Fluent in English (written and verbal), with proficiency of 85% or higher.
- Operational Expertise:
Strong background overseeing Service Desk, Desktop Support, NOC, Infrastructure Administration, and Security Operations.
- Technical Knowledge:
experience with IT infrastructure platforms, ticketing systems, and monitoring tools.
- Best Practices:
Knowledge of ITIL or other IT service management frameworks; certifications are a plus.
- Leadership & Performance
: Skilled at managing KPIs, tracking operational performance, and presenting results to senior leadership and clients.
- Innovation Mindset:
Passion for driving AI and automation initiatives to enhance service delivery and efficiency.
- Client Focus:
Strong customer orientation and ability to thrive under tight deadlines.
- Communication
: Excellent people management, interpersonal, and presentation skills.
- Travel:
Willingness to travel internationally as needed, primarily to the US.