Job Description

Company Description
BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents and is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.
BETSOL's open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance.
BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.
BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado, and Bangalore, India.
We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities.

We are looking for an experienced and driven Operations Manager to lead our client's IT Infrastructure function. This role is responsible for overseeing daily IT operations, managing team performance, ensuring SLA compliance, and driving continuous service improvements. The ideal candidate has a strong technical foundation in end-user technologies, experience managing global stakeholders, and a passion for delivering high-quality IT support services.
Key Responsibilities
Team Management & Leadership

• Manage day-to-day operations of the IT Infrastructure, including ticket management, resource allocation, shift planning, and escalation handling.
• Lead and mentor Server, Storage, and Voice Engineers, fostering a high-performance and customer-centric culture.
• Oversee onboarding, training, and career development of IT staff.

Operational Oversight

• Ensure delivery of consistent support for hardware, software, and access-related issues across the organization.
• Provide oversight across tools and platforms including:

• Active Directory and Azure Entra for identity and access management
• Microsoft 365, Teams, Outlook, OneDrive, SharePoint
• Intune for endpoint management
• Ivanti for asset and configuration management
• Enterprise telephony platforms (NICE, LiveVox, Nexida) for user-level provisioning and MACD tasks
• Legal and business apps such as LegalFiles, Qlaw, and Pharos Print
• Experience in any of the Public Cloud technologies will be an added advantage

Reporting & Performance Management

• Monitor team performance and service metrics, ensuring SLA and quality targets are met.
• Generate and present weekly, monthly, and quarterly performance reports (QBRs) to IT leadership and business stakeholders.
• Use data analysis to identify trends, drive improvements, and support strategic decisions.

Stakeholder Engagement

• Serve as the primary point of contact for business and IT stakeholders
• Communicate effectively during incidents, escalations, and service disruptions.
• Collaborate with other IT teams (infrastructure, applications, security) to ensure seamless end-user support.

Process Improvement & Compliance

• Develop and maintain standard operating procedures (SOPs), runbooks, and internal documentation.
• Identify and implement process improvements to enhance efficiency and service quality.
• Ensure adherence to internal controls, IT policies, and compliance requirements.

Knowledge Management

• Oversee the maintenance of the IT knowledge base, ensuring documentation is current, accessible, and aligned with common support issues.
• Promote knowledge sharing and ensure consistent support across shifts and regions.

Qualifications

• Bachelor's degree in Information Technology or a related field, or equivalent work experience.
• Minimum 7 years of experience in IT operations, including 5+ years in a supervisory or managerial capacity.
• Proven ability to manage distributed teams in a fast-paced IT support environment.
• Strong experience with ITSM tools (e.g., ServiceNow, Jira) and understanding of ITIL frameworks.
• Working knowledge of Microsoft 365, Active Directory, Azure Entra, Intune, and other end-user support technologies.
• Experience managing MACD activities in enterprise telephony platforms such as NICE, LiveVox, or Nexida is preferred.
• Excellent analytical, communication, and presentation skills.
• Experience working with U.S.-based or international stakeholders is a strong plus.

Additional Information
All your information will be kept confidential according to EEO guidelines.

Skills Required