technical support manager

Cisco

The application window is expected to close on: 08/01/2026Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.
 
This is a hybrid role with three days per week at Cisco’s RTP office.
 
Meet the Team
 
The Commerce Quote to Order team enables Cisco’s go-to-market strategy with an exceptional commercial platform, focusing on hardware, software subscription, and services through data-driven solutions. At Cisco Commerce, our software engineers develop the next-generation CPQ (Configure Price and Quote) Software solutions that manage $60+ billions of Cisco revenue. We handle substantial data with multiple flows, requiring versatile and enthusiastic engineers to solve the latest challenges and push technology forward. Our teams continuously iterate, solve problems, and collaborate to empower our customers and partners.
 
Your Impact
 
As a Technical Support Management with Commerce Product Management& Engineering (part of Cisco IT), you will support scalable, forward-thinking solutions to address new business models and challenges, driving digital transformation.
 
You will collaborate on multi-functional projects to identify areas for improvement. You will analyze internal processes, data, and problems, and identify benefits from new capabilities using emerging digital and cloud technologies.
 
<ul>
<li>Act as the main point of contact for production support, managing and resolving tickets across various business units</li>
<li>Triage and prioritize support tickets based on urgency and impact</li>
<li>Conduct root cause analysis and apply critical thinking to solve complex problems</li>
<li>Analyze trends in support tickets to proactively identify recurring issues and implement long-term solutions</li>
<li>Collaborate closely with business users, analysts, and developers to understand issues and enhancements</li>
<li>Ensure timely and effective resolution of issues while maintaining a high level of customer satisfaction</li>
<li>Follow Industry best practices for security, scalability, and performance</li>
<li>Document processes, resolutions, and recurring issues for knowledge management and training purposes</li>
</ul>
Minimum Qualifications
 
<ul>
<li>Bachelor’s degree in Engineering with 6–7 years of relevant professional experience.</li>
<li>3+ years of experience using or supporting one or more of the following technologies: Java, SQL, PL/SQL, Oracle, MongoDB, Cassandra, Snowflake, AngularJS, Python, APIs (HTTP/RESTful web services), Elastic, or Kibana.</li>
<li>3+ years of experience in technical operations support and the utilization of case management tools.</li>
<li>Experience with commercial business processes (New& Renew), specifically Configure, Price, Quote and Order Management systems.</li>
</ul>
Preferred Qualifications
 
<ul>
<li>Excellent communication skills to collaborate effectively with global teams.</li>
<li>Foundation AI / Gen AI knowledge</li>
<li>Strong Analytical and troubleshooting Skills.</li>
</ul>
Why Cisco?
 
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
 Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
 We are Cisco, and our power starts with you.
 
Message to applicants applying to work in the U.S. and/or Canada:
 
The starting salary range posted for this position is $118,700.00 to $160,600.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.
 Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.
 
U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
 
U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:
 
<ul>
<li>10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees</li>
<li>1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco</li>
<li>Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees</li>
<li>Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)</li>
<li>80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next</li>
<li>Additional paid time away may be requested to deal with critical or emergency issues for family members</li>
<li>Optional 10 paid days per full calendar year to volunteer</li>
</ul>
For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.
 
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:
 
<ul>
<li>.75% of incentive target for each 1% of revenue attainment up to 50% of quota;</li>
<li>1.5% of incentive target for each 1% of attainment between 50% and 75%;</li>
<li>1% of incentive target for each 1% of attainment between 75% and 100%; and</li>
<li>Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.</li>
</ul>
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
 
The applicable full salary ranges for this position, by specific state, are listed below:
 
New York City Metro Area: 
$147,800.00 - $222,600.00
 
Non-Metro New York state& Washington state: 
$135,400.00 - $197,100.00
 <ul>
<li>For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.</li>
</ul>
** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.

Technical Support Manager (Hybrid)

Alnafitha IT

<div>
 
 
 Business Overview:
 
 
 
 Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993.
 
 
 As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.
 
 
 
 
 
 Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.
 
 
 
 
 
 With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners.
 
 
 
 
 
 Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interaction.
 
 
 
 
 
 Our vision is to be the Kingdom's most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability
 
 
 
 
 
 At Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients' expectations.
 
 
 
 
 
 
 
 Job Summary/Objective
 
 
 
 
 The Technical Support Manager is responsible for overseeing the daily operations of the
 
 
 technical support team as well as participating as an active member of the team.
 
 
 As a team leader, this position will partner with customer success and business development to
 
 
 deliver exceptional support to customers through phone, email and chat. This team member
 
 
 will be expected to lead by example, organize work, build reports, handle escalations, and help
 
 
 with ad hoc projects, and training
 
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 &bull; Team Leadership and Development
 
 
 &bull; Oversee the day-to-day operations of the Technical Support Team from senior
 
 
 technical leaders to junior staff to ensure effective knowledge transfer within the
 
 
 team
 
 
 &bull; Provide mentorship, coaching, and training to enhance team skills and knowledge
 
 
 and provide personalized guidance and foster professional growth
 
 
 &bull; Arrange and oversee shift scheduling to maintain adequate resource coverage,
 
 
 optimize workload and ensure uninterrupted service delivery
 
 
 &bull; Manage recruitment, performance evaluations, and disciplinary actions for staff to
 
 
 evaluate achievements, identify development needs, and align individual goals with
 
 
 organizational objectives
 
 
 &bull; Customer Satisfaction Management
 
 
 &bull; Act as a senior agent driving customer satisfaction through effective support.
 
 
 &bull; Ensure all customer inquiries and issues are resolved accurately and professionally.
 
 
 &bull; Serve as the primary point of contact for technical VIP cases or executive escalations
 
 
 to protect critical relationships and maintain trust with high-value clients by resolving
 
 
 high impact issues quickly and effectively
 
 
 &bull; Attend escalation meetings and follow up on outcomes to ensure all escalation
 
 
 resolutions are implemented, preventing recurrence and improving customer
 
 
 experience
 
 
 &bull; Operational Oversight
 
 
 &bull; Record, track, and report on team service level agreements (SLAs) and workflows to
 
 
 ensure service commitments are met or exceeded, ensuring customer satisfaction
 
 
 and compliance
 
 
 &bull; Plan for customer support load distribution to anticipate demand fluctuations,
 
 
 optimize staffing levels and maintain consistent service quality
 
 
 &bull; Follow up on technical account manager&rsquo;s tasks to ensure account specific
 
 
 deliverables are on track, issues are addressed, and customer expectations are met
 
 
 &bull; Serve as the escalation point for outsourcing operations issues to address high
 
 
 priority or unresolved issues swiftly and minimize service disruptions
 
 
 &bull; Track customers&rsquo; status for invoicing and renewals to ensure accurate billing, timely
 
 
 renewals, and sustained revenue flow from support contracts
 
 
 &bull; Support Coordination and Onboarding
 
 
 &bull; Provide support for both internal and external customers, managing incoming
 
 
 technical inquiries.
 
 
 &bull; Facilitate the onboarding process for new team members to ensure effective
 
 
 integration.
 
 
 &bull; KPI Development and Monitoring
 
 
 &bull; Assist in the creation and monitoring of team key performance indicators (KPIs).
 
 
 &bull; Analyze support system case trends to identify areas for improvement and prevent
 
 
 future issues.
 
 
 &bull; Process Improvement and Documentation
 
 
 &bull; Review and enhance technical support processes and documentation to streamline
 
 
 processes, eliminate bottlenecks and increase overall service delivery speed &amp; quality
 
 
 &bull; Create relevant support materials and self-service tools for customers and staff
 
 
 &bull; Enable digital transformation and automation to reduce manual effort, improve
 
 
 consistency and increase operational efficiency through technology adoption
 
 
 &bull; Feedback and Communication
 
 
 &bull; Establish a feedback loop for staff and customers on resolved and ongoing issues.
 
 
 &bull; Implement preventive measures to minimize customer faults and issues proactively.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 Requirements
 
 
 
 Qualifications
 
 
 
 
 
 
 - Education: Bachelor&rsquo;s degree in computer science or equivalent.
 
 
 - Experience: 12+ years&rsquo; experience in Microsoft technologies in one or more of the
 
 
 following: (Microsoft: Active Director, Microsoft Azure and AWS, Microsoft Exchange,
 
 
 Skype for Business, Teams, SCCM, SCOM, VMM, MOM, OMS, Intune, Microsoft
 
 
 SharePoint)
 
 
 - Experience with migration of Exchange customers to Office 365 and end to end support
 
 
 and troubleshooting experience of Exchange Online and Office 365 Hybrid solutions.
 
 
 - Additional skills in Exchange Online Protection, Antigen/Forefront Protection for
 
 
 Exchange.
 
 
 - Experience in AD Security (ATA, AD backup and recovery, security practices and AD
 
 
 health check)
 
 
 - Knowledge in Microsoft Server features (ADFS &ndash; DFS &ndash; RMS &ndash; WSUS &ndash; WDS &ndash; CA &ndash; IIS).
 
 
 - Knowledge in Virtualization (Microsoft Hyper-V, VMWare).
 
 
 - Basic knowledge in SQL database administration and implementation.
 
 
 - Solid understanding of client/server, networking, and Internet technologies
 
 
 fundamentals.
 
 
 - Experience working with Microsoft Server products alongside Microsoft Azure IaaS/
 
 
 PaaS and experience with troubleshooting, configuring and supporting Network and
 
 
 Hybrid scenarios.
 
 
 - Working knowledge in several areas of Azure / AWS PaaS and/or IaaS, such as Azure
 
 
 deployment, ARM template, Application Insights, PowerShell Scripting, Security, High
 
 
 Availability, Azure Storage, Azure Virtual Machine, Backup / Disaster Recovery, Patching,
 
 
 Clustering, Service Resilience, SQL Azure, ADLS and distributed systems etc.
 
 
 - Experienced in DevOps and knowledge of Azure Web Aps, Service Fabric and .NET
 
 
 (Preferred)
 
 
 - Solid Networking Skills (Routing &amp; Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and
 
 
 WAN protocols)
 
 
 - High sense of responsibility and ownership, acting like owner in what you do.
 
 
 - Exceptional communication and presentation skills
 
 
 - Proven people management and leadership skills
 
 
 - Love being the first line of support and troubleshooting issues
 
 
 - Strong analytical skills to investigate and resolve customer support tickets
 
 
 - Able to multi-task efficiently under time pressure
 
 
 - Able to work with cutting edge technology and assimilate information rapidly
 
 
 Previous experience in managing customer-focused teams
 
 
 Proven experience in managing a service and support focused team culture
 
 
 - Ability to maintain composure during stressful situations.
 
 
 - Fluent in Arabic and English.
 
 
 
 Certification Requirements:
 
 
 
 &bull; CCNA Routing and Switching.
 
 
 &bull; ITIL Expert (Preferred)
 
 
 &bull; MCSE: Core Infrastructure (Must)
 
 
 &bull; MCSE: Private Cloud (Must)
 
 
 &bull; MCSE: Messaging.
 
 
 &bull; PMP Certified (Preferred)
 
 
 &bull; Microsoft 365 Certified: Enterprise Administrator Expert (preferred)
 
 
 &bull; Microsoft Certified: Azure Solutions Architect Expert (preferred)
 
</div>

Technical Support Manager - Microsoft Technologies - Cairo

SYSTICS

<div>
 
 
 Job Summary
 
 
 
 
 The Technical Operations Manager is responsible for leading the daily operations, maintenance, and support of the customer's IT infrastructure and technology services. The role ensures high service availability, operational excellence, compliance with Service Level Agreements (SLAs), and effective coordination between internal technical teams, vendors, and customers. The Technical Operations Manager drives continuous service improvement while ensuring the reliability, security, and performance of enterprise IT infrastructure.
 
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Manage daily operations and maintenance activities.
 
 </li>
 <li>
 Lead and coordinate the technical support team.
 
 </li>
 <li>
 Ensure compliance with agreed SLAs and operational procedures.
 
 </li>
 <li>
 Monitor service performance and resource utilization.
 
 </li>
 <li>
 Coordinate planned maintenance and emergency activities.
 
 </li>
 <li>
 Act as the primary operational contact for the customer.
 
 </li>
 <li>
 Review incidents and ensure timely resolution.
 
 </li>
 <li>
 Prepare operational reports and service review presentations.
 
 </li>
 <li>
 Identify opportunities for service improvement.
 
 </li>
 <li>
 Ensure compliance with company policies and security procedures.
 
 
 
 
 </li>
 </ul>
 Requirements
 
 
 <ul>
 <li>
 Bachelor's degree in Computer Engineering, Computer Science, Information Technology, or a related field.
 
 </li>
 <li>
 Minimum 10 years of experience in IT infrastructure operations.
 
 </li>
 <li>
 Minimum 5 years in a supervisory or management role.
 
 </li>
 <li>
 Good knowledge of enterprise networking, servers, data centers, cybersecurity, and IT service management.
 
 </li>
 <li>
 Strong leadership, communication, and problem-solving skills.
 
 </li>
 <li>
 Good command of written and spoken English.
 
 </li>
 </ul>
 
 
 Preferred Certifications
 
 
 
 <ul>
 <li>
 ITIL Foundation
 
 </li>
 <li>
 PMP or PRINCE2
 
 </li>
 <li>
 CCNP Enterprise (preferred)
 
 
 
 
 </li>
 </ul>
</div>

Technical Operations Manager

Landpoint

<div>The IT Manager is responsible for leading and overseeing the organization's information IT operations, including infrastructure management and technical support. This role plays a critical part in shaping the IT strategy, ensuring efficient IT systems, and facilitating technology-driven initiatives. 
 
Key Responsibilities 
 
IT Strategy and Planning<ul><li><div><ul><li>
Develop and execute the organization's IT strategy in alignment with business objectives.</li><li>
Identify technology trends and opportunities for innovation and growth.</li><li>
Responsible for all technology and IT related projects.</li></ul></div></li></ul> 
Team Leadership<ul><li><div><ul><li>
Lead and manage the IT team, providing guidance, mentorship, and support.</li><li>
Delegate responsibilities and ensure the team is equipped to meet their objectives.</li></ul></div></li></ul> 
Infrastructure Management<ul><li><div><ul><li>
Oversee the maintenance and optimization of IT infrastructure, including servers, both on prem and cloud based, networks, and data centers.<ul><li>
Responsible for continuous monitoring of IT infrastructure.</li></ul></li><li>
Ensure scalability and reliability of IT systems.</li><li>
IT asset inventory.</li></ul></div></li></ul> 
Software Maintenance<ul><li><div><ul><li>
Coordinate software implementation and updates.</li><li>
Enforce software policy and license management.</li></ul></div></li></ul> 
IT Security and Compliance<ul><li><div><ul><li>
Develop and implement IT security policies and procedures to protect data and systems.</li><li>
Ensure compliance with industry regulations and data protection laws.</li>
Advanced understanding of AI tools and policy implementation to ensure compliance with regulations and applicable laws. 
<li>
</li></ul></div></li></ul> 
Budget and Resource Management<ul><li><div><ul><li>
Develop and manage the IT budget, allocating resources effectively.</li><li>
Procure hardware, software, and services to support IT operations.</li></ul></div></li></ul> 
Vendor and Supplier Relations<ul><li><div><ul><li>
Collaborate with vendors and service providers to ensure optimal performance and support.</li><li>
Negotiate contracts and service level agreements.</li></ul></div></li></ul> 
Disaster Recovery and Business Continuity<ul><li><div><ul><li>
Develop and maintain disaster recovery and business continuity plans.</li><li>
Ensure data backup, redundancy, and recovery capabilities.</li></ul></div></li></ul> 
User Support and Training<ul><li><div><ul><li>
Provide technical support to end-users, troubleshooting complex IT issues.</li><li>
Develop and oversee IT training programs for staff.</li></ul></div></li></ul> 
Qualifications<ul><li>
Bachelor's degree or equivalent experience in Information Technology, Computer Science, or a related field is required; a Master's degree or relevant certifications are preferred.</li><li>
A minimum of 10 years of experience in IT management or a related role.</li><li>
Strong knowledge of IT systems, infrastructure, and software development.</li><li>
Prior hands-on experience with successful implementation of endpoint management tools.
</li><li>Prior hands-on experience with successful implementation of Managed Service Provider Programs.
</li><li>Leadership and management skills.</li><li>
Excellent communication and interpersonal abilities.</li><li>
Analytical and problem-solving capabilities.</li><li>
A valid driver&rsquo;s license may be required for occasional business-related tasks.</li></ul> 
The IT Manager typically works in an office environment although it does require travel to other locations as necessary overseeing IT operations and collaborating with various departments. This role may involve occasional interactions with external vendors and service providers. 
 
This job description is intended to provide an overview of the responsibilities and qualifications for the IT Manager position. It is not an exhaustive list, and responsibilities may evolve to meet the changing needs of the organization. 

QxlZnIewfA</div>

IT Manager

mLabs

<div>Location: Remote - EU or East Coast US
Remote | Full-time
Compensation: $80K - $150K
Our client&mdash;a leading innovator in fintech, blockchain, cryptography, infrastructure, and security&mdash;is seeking an Tech Ops Manager to oversee internal systems and infrastructure for a remote-first, global team building the next generation of core banking systems.
Reporting directly to the Chief Information Security Officer (CISO), this role requires a blend of strategic leadership and hands-on execution. The Tech Ops Manager will ensure the organization maintains a secure and efficient toolset, manages hardware logistics, oversees vendors, and upholds rigorous security and compliance standards. This position collaborates closely with Engineering, Security, and Operations teams to support ongoing international expansion.
Key Responsibilities<ul><li>
Workspace &amp; Systems Administration: Manage and optimize the global Google Workspace environment and maintain corporate IT solutions.</li><li>
Device &amp; Fleet Management: Scale and administer Mobile Device Management (MDM) solutions to maintain fleet-wide security, automation, and endpoint compliance.</li><li>
Logistics &amp; Procurement: Oversee vendor relations, software licensing, and hardware procurement, including the configuration and international shipping of equipment to employees.</li><li>
Lifecycle &amp; Identity Management: Lead the IT component of the employee lifecycle, ensuring seamless onboarding, access management, offboarding, and technical support across multiple time zones.</li><li>
Compliance &amp; Security: Maintain comprehensive IT documentation, playbooks, and runbooks to support ongoing SOC 1, SOC 2 Type II, ISO 27001, ISO 22301, and CCSS compliance initiatives.</li><li>
Technical Support &amp; Innovation: Assist international team members with technical issues and support the integration of internal AI tools and Model Context Protocol (MCP) connectors.</li></ul> 

Requirements 
<ul><li>
Experience: 6+ years of dedicated experience in IT Management or internal systems administration.</li><li>
Technical Expertise: Advanced proficiency in Google Admin, Google Workspace security tools, MDM solutions (e.g., Jamf), and endpoint security.</li><li>
Remote Operations: Proven experience managing IT infrastructure and logistics for a distributed, remote-first global workforce.</li><li>
Compliance Standards: Strong knowledge of cybersecurity best practices and direct experience supporting SOC 2, ISO 27001, ISO 22301, or equivalent frameworks.</li><li>
Core Competencies: Pragmatic problem-solving ability balancing operational speed with strict security requirements; entrepreneurial drive to work independently and optimize workflows.</li><li>
Languages: Full fluency in English with excellent written and verbal communication skills; proficiency in French is considered a strong plus.</li><li>
Bonus Points: Exposure to or experience working with internal AI tooling and integrations.</li></ul> 

Benefits 
<ul><li>
Work Environment: 100% remote-first setup within a high-growth, cutting-edge technical domain.</li><li>
Compensation: Competitive compensation package tailored to experience and location.</li><li>
Professional Growth: Opportunity to work alongside industry experts in cryptography and fintech while shaping scalable IT governance.</li></ul>
﻿
Interview Process<ul><li>
Initial Recruiter Screening</li><li>
Introductory Call: 30-minute introductory discussion with the Co-CEO.</li><li>
Cognitive &amp; Behavioral Assessment: A 45-minute online evaluation (via TestGorilla) testing critical thinking, verbal reasoning, detail orientation, numerical reasoning, and problem-solving.</li><li>
Panel Focus Interview: A 90&ndash;120 minute technical and cultural deep dive covering security fundamentals, compliance knowledge, work ethics, and team alignment.</li><li>
Final Stage: Reference verifications and background checks.</li></ul> 
Due to the high volume of applications we anticipate, we regret that we are unable to provide individual feedback to all candidates. If you do not hear back from us within 4 weeks of your application, please assume that you have not been successful on this occasion. We genuinely appreciate your interest and wish you the best in your job search.
Commitment to Equality and Accessibility:
At MLabs, we are committed to offer equal opportunities to all candidates. We ensure no discrimination, accessible job adverts, and providing information in accessible formats. Our goal is to foster a diverse, inclusive workplace with equal opportunities for all. If you need any reasonable adjustments during any part of the hiring process or you would like to see the job-advert in an accessible format please let us know at the earliest opportunity by emailing human-resources@mlabs.city.
MLabs Ltd collects and processes the personal information you provide such as your contact details, work history, resume, and other relevant data for recruitment purposes only. This information is managed securely in accordance with MLabs Ltd&rsquo;s Privacy Policy and Information Security Policy, and in compliance with applicable data protection laws. Your data may be shared only with clients and trusted partners where necessary for recruitment purposes. You may request the deletion of your data or withdraw your consent at any time by contacting legal@mlabs.city.</div>

Tech Ops Manager

Onni Group

<div>Job Description:
The Technical Account Manager at GreyOwl serves as the strategic bridge between our clients and our technical delivery teams. You combine account management finesse with deep technical understanding to ensure every client achieves measurable value, reliability, and innovation through GreyOwl&rsquo;s Managed IT, Security, and Smart Infrastructure solutions.
This role sits at the intersection of Customer Success, Engineering, and Sales Enablement, ensuring that every deployment, upgrade, and renewal is executed with technical precision and proactive communication.
Benefits:<ul><li>
3 weeks PTO</li><li>
Annual education allowance of up to $1,000</li><li>
Referral program</li><li>
Residential housing discount after 1 year of continuous employment</li><li>
Friends and family rates for our Hotel Properties throughout the company</li></ul>
What You Will Do:
Client Success &amp; Relationship Ownership<ul><li>
Act as the primary post-sale contact for technical performance, adoption, and satisfaction.</li><li>
Lead Quarterly Business Reviews (QBRs) with data-driven insights (uptime, incident response, asset trends).</li><li>
Translate technical metrics into business value and executive summaries.</li><li>
Build and maintain trusted relationships with client stakeholders, from IT admins to executive sponsors.</li><li>
Identify renewal risks early and collaborate with our current partners to reinforce confidence.</li></ul>
Technical Advocacy &amp; Solution Oversight<ul><li>
Oversee the health, performance, and compliance of assigned client environments (MSP, CCTV, Wi-Fi, ULC, etc.).</li><li>
Partner with NOC, SOC, and Pro Services to resolve escalations and prevent reoccurrence through root-cause analysis.</li><li>
Maintain detailed system documentation and service maps for every managed client.</li><li>
Recommend and scope technical upgrades, migrations, or optimizations.</li><li>
Validate that implemented solutions adhere to design standards and SLAs.</li></ul>
Lifecycle Management &amp; Expansion<ul><li>
Own the technical lifecycle: onboarding operations review renewal expansion.</li><li>
Align client infrastructure with GreyOwl&rsquo;s latest service capabilities and security frameworks.</li><li>
Identify opportunities for efficiency gains or additional services (backup, AI monitoring, failover, cybersecurity bundles).</li><li>
Coordinate internal kickoffs and cross-department collaboration for smooth project transitions.</li></ul>
Cross-Functional Collaboration<ul><li>
Work alongside Sales Engineers and Sales Managers to ensure pre-sale promises align with post-sale delivery.</li><li>
Support Biz Dev with technical input during discovery or proposal validation for key clients.</li><li>
Participate in Deal Desk reviews to confirm technical feasibility and accurate scope.</li><li>
Contribute to documentation standards, SOPs, and playbooks that improve handoffs between departments.</li></ul>
What You Will Bring:<ul><li>
4+ years in MSP, Systems Engineering, or Technical Account Management</li><li>
Strong working knowledge of:<ul><li>
Windows Server, Active Directory, Azure/365 administration</li><li>
Network design and monitoring (switching, routing, Wi-Fi)</li><li>
CCTV, ULC fire monitoring, or IoT infrastructure (preferred)</li><li>
Backup, patching, and cybersecurity operations</li></ul></li><li>
Excellent communication&mdash;able to translate &ldquo;tech&rdquo; into &ldquo;business impact.&rdquo;</li><li>
Proven ability to manage multiple enterprise accounts with precision and empathy.</li><li>
Certifications preferred: CompTIA Network+, MS-900, CCNA, or vendor-specific (Ubiquiti, Meraki, Sophos).</li></ul>
You&rsquo;ll Succeed Here If You:<ul><li>
Thrive in a hybrid client-facing and technical role.</li><li>
Take pride in proactive ownership, not reactive firefighting.</li><li>
Can manage multiple enterprise clients while maintaining documentation discipline.</li><li>
Are passionate about helping businesses leverage technology as a competitive advantage.</li><li>
Believe world-class service means no surprises&mdash;just consistent, reliable excellence.</li></ul> 
Salary Range:<div>
$90,000 -120,000 USD Per Year, based on experience</div> 
About The Company:
Onni
For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North America, with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago. 
AI Use:
This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws. 
All AI-generated or AI-assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI-generated content as solely their own original work. 
How To Apply:
Please apply through the link on the job posting and attach your resume and any other required documents.
We thank all applicants for your interest in the Onni Group. Note that only those applicants under consideration will be contacted.</div>

Technical Account Manager - GreyOwl Technology Solutions

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