Job Description
Job Description
We are seeking a Technology Operations Manager to lead the people, performance, and execution engine of our technical delivery teams. This is a high-impact leadership role overseeing network, cloud, and project engineering operations—ensuring consistent delivery, exceptional customer outcomes, and alignment between technical execution and business strategy. This role will report to the TenHats CTO.
What You’ll Do
Leadership & Team Development (15%)
- Lead and coach a team of 11–14 engineers and project staff.
- Conduct regular performance reviews, one-on-ones, and career development planning.
- Foster a culture of accountability, teamwork, and service excellence.
- Oversee workforce scheduling, staffing levels, and skill alignment.
Operational Oversight (15%)
- Ensure consistent delivery across Cloud, Cybersecurity, Data Center, and Support functions.
- Monitor KPIs, utilization, and SLA compliance across service areas.
- Partner with the Service Delivery Manager to manage backlog trends and escalations.
- Lead operational and change management meetings.
Strategic Alignment (15%)
- Collaborate with leadership to refine processes, workflows, and standards.
- Identify opportunities for automation, standardization, and service improvement.
- Develop cross-training and succession planning strategies.
- Deliver data-driven insight into performance, capacity, and profitability.
Technology Oversight (40%)
- Own the technology stack that powers service delivery—PSA, RMM, EDR, patching, backup, and documentation systems.
- Ensure platform reliability, standardization, and proper tool ownership across teams.
- Lead quarterly audits, toolset evaluations, and system integration improvements.
- Track system health metrics including uptime, patch compliance, and backup success rates.
Leadership Communication (15%)
- Translate strategic goals into actionable team priorities.
- Communicate progress, risks, and staffing needs with clarity and consistency.
What We’re Looking For
- 5+ years of IT service delivery or operations management experience. Experience within an MSP or similar technical services organization is a plus.
- Strong understanding of managed infrastructure, cloud environments, cybersecurity, and IT toolsets.
- Strong leadership, communication, and process improvement skills.
- Data-driven decision maker with a focus on outcomes, standardization, and continuous improvement.
- Ability to work cross-functionally with technical and non-technical teams in a fast-paced environment.
Why TenHats
- Competitive salary and performance incentives
- Comprehensive health, dental, and vision benefits
- 401(k) with company match
- Collaborative culture built on accountability and innovation
Company DescriptionTenHats is a fast-growing managed services provider headquartered in Knoxville, TN, delivering innovative cloud, infrastructure, and cybersecurity solutions to clients across multiple industries. We combine enterprise-grade technology with a culture of integrity, accountability, and operational excellence.
Company Description
TenHats is a fast-growing managed services provider headquartered in Knoxville, TN, delivering innovative cloud, infrastructure, and cybersecurity solutions to clients across multiple industries. We combine enterprise-grade technology with a culture of integrity, accountability, and operational excellence.