About Landmark TechnologiesLandmark Technologies is one of Ireland's leading IT outsourcing and Cloud Service Providers. As a responsive, client-focused, and award-winning MSP (Managed Service Provider), we empower organisations to achieve transformation and success through innovative IT and communications solutions.Role PurposeReporting to the Director of Operations, the Operations Manager is responsible for leading, managing and being accountable for the various aspects of the role aligned to the Landmark EOS (Entrepreneurial Operating System). The Operations Manager is accountable for proactively managing the Managed Services team which includes Dispatch, L1 to L3 Service Desk Engineers, and Technical Alignment, and for all the activities and responsibilities of the Managed Services team. The Operations Manager is also responsible for ensuring service and support is provided to customers at agreed levels and high technical standard.Key ResponsibilitiesMotivate, lead, and support the Managed Services team to maintain high morale and a collaborative workplace.Encourage the team with weekly 1:1's to support, coach and hold team members to account on their KPI's, To Do's and quarterly 'ROCKS' along with their development goals.Complete Quarterly and Annual Performance Reviews for the team.Identify skills gaps, develop training plans, and manage recruitment and onboarding.Oversee team activities to ensure effective scheduling, resource allocation, and operational efficiency.Ensure SOPs are defined, maintained, and consistently applied across all processes.Support the Out Of Hours service, which includes managing the service, rotas, coverage etc. in line with SLAs. (Ops Manager will not be on call, but may need to be available for escalation)Maintain surveillance and auditing for ISO 27001 and other required accreditations.Manage departmental budget with full P&L responsibility and drive profitability through efficient service delivery and optimal billing.Set, monitor, and report KPIs and trends weekly, monthly, and as needed.Communicate effectively and promptly with clients on all matters, building strong relationships and managing escalations to resolution.Promote excellent customer service and continuously seek ways to improve the client experience and satisfaction ratings.Oversee accurate and timely resolution of incidents and requests in line with SLAs (Service Level Agreements), including incident reviews and lessons learned.Drive problem investigations and resolution as required.Manage handover from Commercial to Managed Services for project initiation, resourcing, delivery, and completion.Take ownership of continuous improvement initiatives and implement systems for efficiency.Provide support for other areas of Landmark as required.Eligibility – Skills, Qualifications & ExperienceThe ideal candidate will bring a blend of relevant experience, technical knowledge, and professional qualifications where required, that enable success in a dynamic, client-focused environment.Minimum 3 years' experience as a hands-on Operations Manager in an IT Company or MSP.Previous experience in managing a team of people, including training, developing, motivating, and mentoring team members.Demonstrated ability to develop team members in required technical skills.Understanding of IT services including Microsoft 365, Azure, cybersecurity, networking, and managed services.Ability to create, analyse, interpret and report data and key metrics to drive service.Demonstrated experience of ISO Surveillance & Accreditation process.Proven experience managing and resolving client escalations with a focus on root cause analysis, timely resolution, and maintaining positive client relationships.Proficiency in CRM and PSA tools (e.g., ConnectWise, HubSpot).Demonstrated ability of designing, building and implementing processes from scratch.Excellent written and verbal communication skills.Full, clean Irish driving licence (own vehicle preferred).Relevant certifications:- 3rd level qualification (degree) in Computer Science, Business or related discipline.- Microsoft Certified (e.g., Azure AZ-104, M365 Enterprise Admin, etc) .- ITIL Foundation and/ or Project Management certifications such as Prince 2 or equivalent.Suitability – Traits, Behaviours & CompetenciesThe ideal candidate will demonstrate a strong alignment between behavioural traits and role success factors, team dynamics and cultural fit.Leadership & People Management: Inspires, supports, and develops individuals and the team to achieve collective goals.Client-Centric Mindset: Builds strong client relationships and ensures delivery excellence.Accountability: Takes ownership of outcomes, delivering reliably under pressure.Problem Solving & Critical Thinking: Uses an analytical approach to identify potential issues and develop effective, scalable solutions.Communication: Clear, confident, and adaptable across technical and non-technical audiences, both internally and externally.Organisational Skills: Prioritises effectively, balancing team leader duties with project delivery.Collaboration: Works effectively across teams to deliver shared goal, with confidence to challenge team and upwards appropriately.Detail-Oriented: Follows structure and pays attention to detail.Adaptability: Thrives in a dynamic MSP environment with shifting priorities and has a strong level of pressure tolerance.Continuous Improvement: Proactively seeks opportunities for self-improvement and improvement of business processes, systems, and outcomes.Integrity & Professionalism: Acts in line with company values and sets a positive example.Key Performance IndicatorsSuccess in this role will be measured through a set of clearly defined performance indicators that reflect client satisfaction, revenue growth, and team effectiveness.Team Leadership & Development:Completion of structured monthly 1:1s, quarterly performance reviews and annual development plansImprovement in team performance metricsContribute to strategic plans accordinglyOperational Excellence:Operational Efficiency: SOP compliance 95%ISO audit pass rate 100%Client Service Delivery Excellence:SLA compliance 95%Incident resolution within agreed timelines 90%Client Satisfaction & Retention:Support and contribute to NPS response rateClient satisfaction score 95%Financial Impact:Support department efficiency and profitability targetsSupport achievement of Gross Margin target of 50%Support targets related to the billing of managed servicesPackage and BenefitsWe believe in recognising and rewarding great work, which is why we offer a benefits package designed to attract, retain, and support top talent.Competitive salariesCompetitive bonusesAnnual pay reviewsHealth insuranceTiered pensionLength of service holidaysCompany Outings & WeekendsCompany laptopPersonal Financial ClinicMileage allowanceFull inductionCareer planningPaid volunteer timeLearning and developmentHealthy food and snacksFree Branded Clothing