Managed Services Operations Manager - Lyra Technology Group

Lyra Technology Group is seeking a Managed Service Operations Manager for one of our Operating Companies. The Managed Services Operation Manager is key member of our management team. You will leverage your technical knowledge and experience as a manager to build, lead, and guide our service operations to top tier customer service. You will be responsible for optimizing the team's workflow, ensuring engineers are delivering exceptional support, and analyzing critical metrics such as response times, resolution times, escalation paths, and customer satisfaction. You will be expected to identify areas for improvement in our processes, tools and team performance and are encouraged to think outside the box.

About Lyra…

Lyra Technology Group is a Private Equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

We made our first acquisition at the beginning of 2018. Today, we hold a controlling stake in over 70 companies around the world. Our companies employ over 3,000 team members, each led by its own management team.

Your work as a Managed Services Operation Manager will include several components:

• Effectively manage and provide leadership and development opportunities to a team of in-person and virtual support members.

• Track, highlight trends, and implement change to ensure SLAs and KPIs are met consistently.

• Manage resource allocation, staffing schedules, and capacity planning to meet operational needs.

• Identify training and development needs to ensure team members have the skill required for their roles.

• Optimize workflows, drive innovation, and raise the bar on operational standards and expectations.

• Serve as a point of escalation for your team, maintaining strong communication with clients and stakeholders to ensure their needs are met effectively.

• Build and nurture strong client & colleague relationships, demonstrating a deep understanding of their objectives and requirements.

Our ideal Managed Service Operation Manager has the following qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent work experience.

• Minimum 4 years of experience in a leadership role; ideally within a Managed Services Provider (MSP) environment, with a strong background in NOC operations and/or service desk management.

• Expertise in incident management, change management, and service assurance processes.

• Strong technical acumen with proficiency in network infrastructure, IT systems, and cloud technologies.

• Excellent communication skills, with the ability to interact confidently with clients, executives, and technical teams.

• Certifications such as ITIL Foundation, CompTIA Network+, CCNA, and experience with cloud platforms (e.g., AWS, Azure) are highly desirable.

If being a key manager in the tech space sounds appealing to you, let's have a conversation.