Technology Operations Lead at Mango5

Key Responsibilities

• Manage all IT-related infrastructure and service delivery processes
• Oversee the daily delivery of IT services to ensure service quality, uptime, and responsiveness
• Act as the operational lead for IT service desks and user support teams
• Ensure adherence to ITSM practices, with processes documented and followed across providers and internal teams
• Manage and track IT assets, licenses, and support agreements
• Implement and maintain service-level agreements (SLAs) with internal users and vendors
• Serve as a key point of escalation for IT service issues and incidents
• Drive routine patching, monitoring, backup, and maintenance cycles
• Coordinate with external vendors for infrastructure services, support, and procurement
• Support ISO27001 compliance activities and ensure security practices are followed
• Monitor service delivery metrics and generate regular performance reports for review with the CTO
• Assist in the roll-out of new systems, tools, and operational improvements 

Qualifications

• 8–10+ years of experience in IT operations or infrastructure support
• Solid technical experience across networking, servers, systems, backups, and endpoint management
• Experience working with managed service providers (MSPs) or in hybrid in-house/vendor environments
• Strong understanding of service management frameworks (e.g., ITIL)
• Prior responsibility for incident escalation, vendor management, and service desk performance