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