IT Operations Manager

About the role
We are looking for an IT Operations Manager to lead and coordinate teams responsible for customer support and the operational management of critical IT services. This role is essential to ensure efficiency, quality, and continuous improvement of processes, aligned with contractual objectives and industry best practices.

Key responsibilities:

• Manage the operation of customer support teams (Helpdesk, Field Support, GID, SCCM, Logistics, Asset Management, etc.).
• Coordinate ticket distribution and task follow-up across multiple teams.
• Promote and participate in operational meetings.
• Build and maintain relationships with internal teams, external partners, and clients.
• Develop and manage operational documentation (processes and procedures).
• Create and manage reports to monitor operations, ensuring compliance with SLAs, KPIs, and OLAs.
• Drive continuous improvement initiatives aligned with teams and contractual requirements.
• Manage resources (absences, vacations, training, etc.).
• Ensure alignment between operations and service management, including operational analysis reports.
• Systematically monitor and support teams on-site.
• Communicate fluently in English with stakeholders and operational teams.

Qualifications

• Proven experience in IT operations management and team coordination.
• Solid knowledge of MS Windows and hardware.
• Basic understanding of networking.
• Valid driving license in Portugal and availability for travel.
• ITIL knowledge or certification (preferred).
• Fluent English (mandatory).
• Strong leadership, organizational, and communication skills.

Additional Information

• Workplace type: On-site.
• Location: Mozelos (Sta Mª Feira).

About the Company

Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good.  

Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility.  

Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023.