Manager Special Operations

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider—we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other. 

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together. 

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

How you’ll make an Impact  

As a Manager of Special Operations, you will coach, manage, and maintain the Special Operations team. Your role involves overseeing and leading a team of specialized IT professionals to foster their growth while ensuring the Special Operations Department delivers valuable and exceptional services to our clients. You will also facilitate effective communication across other departments to ensure seamless and successful operations. 
 

Summary of Location and Hours 

• This is a remote position. 

• Monday-Friday, 8am-5pm (Open to any time zone) Possible after-hours engagement as needed
   

What you will be doing  

Team Management and Development 

• Manage and lead a high-performing Special Operations professionals, fostering a culture of collaboration, accountability, and continuous improvement. 

• Mentor, coach, and develop team members, ensuring alignment with organizational goals and supporting career growth. 

• Participate in Special Ops leadership weekly L10 meeting to review utilization, status updates, issues, key objectives, and staffing requirements for the Special Operations Department. 

• Conduct team weekly meeting (deliver cascade messages, address issues, tech tips…) 

• Conduct semi-annually 555 meeting with all staff to discuss performance and goals. 

• Record, report, and redirect outstanding issues promptly. Take employees through disciplinary steps including termination if needed. 

• Identify and recruit top technical talent while motivating and retaining direct reports. 

• Oversee Special Operations 

• Overseeing critical, often time-sensitive IT operations, usually involving complex systems, high security requirements, and rapid response capabilities. 

• Incident Response Manager, you will lead efforts in managing Priority 1 (P1) issues, ensuring the swift resolution of major incidents, minimizing downtime, and maintaining business continuity. 

• Disaster Recovery Execution: Execute the disaster recovery plan, coordinating teams and managing resources to restore systems and recover data.  

• Stakeholder communication – Provide clear and timely updates to the leadership team regarding operational P1 statuses along with the next steps and strategies. 

• Manage and support SpecOps Engineers to ensure the highest quality of service.  

• Address daily operation roadblocks. 

• Proactively escalate issues to the Director level when necessary to ensure timely and effective resolution. 

• Work closely with the appropriate department(s) on ticket escalations and to ensure a proper course of action is taken. 

• Working with Client Experience & Solution Architect in ensuring opportunities are properly scoped. 

• Other Admin duties for direct reports –review and approve time off requests, timesheet, and expense reports. 

• Participate in client meetings to ensure Special Operations' actionable items meet expectations. 

Strategic Planning and Innovation 
 

• Manage metrics and key performance indicators (KPIs) to measure and report on the effectiveness of Special Operations.  

• Manage team/market capacity planning, and resource allocation in line with the market needs. 

• Work alongside the Director, Spec Ops to define the strategic direction of Special Operations, aligning with business goals and future growth plans. 

• Identify and implement emerging technologies and innovative practices to enhance Team and Client experiences. Ensure adequate training is available for all direct reports. 

You’ll be successful in this role if you have 
 

• 5-8 years in IT/managed service experience 

• Extensive experience in IT operations management with a strong focus on networking, Cybersecurity principles, and incident management. 

• Management experience working in a cross-functional team 

• Microsoft MCSE, CCNA, NSE-4 (or equivalent) 

• Strong Leader – dedicated to excellence, and adept at managing difficult or emotional situations. This person maintains a positive, can-do outlook, honors commitments, and resolves conflicts diplomatically. 

• Attention to Detail – notices what others seem to miss, organized and consistently executes tasks effectively and efficiently, mentor’s technical colleagues and shares knowledge when others need guidance. 

• Communication Superstar – communicates effectively in person, in writing and excels with translating technical concepts to non-technical people. 

• Perseverance – leads technical teams with energy and drive, sees all actions to closure; especially in the face of resistance or setbacks, assertive without being aggressive. 

• High Adaptability – coaches, assists, and motives others to advance common goals in a highly dynamic environment, multi-tasks with ease and knows when to single task for best results, prioritizes well. 

• High Dependability – uses strong time management skills to deliver work on deadline.  

 
Required language skills 

• Ability to communicate professionally, in English, both written and orally 

• Ability to write business correspondence and process procedures 

• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public 

Bonus points for 
 

• Bachelor’s Degree in Computer Science/Information Technology, Business, or related field  

• IT Project Management experience 

• ITILv3 Foundation Certification 

Benefits and Perks  

• Medical, Dental and Vision coverage for employee and family  

• 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)  

• Group Term Life and Accidental Death and Dismemberment coverage (company provided)  

• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)  

• Health Savings Account (HSA) Options / PPO Options  

• Employee Assistance Program  

• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 11 Paid Holidays  

• Education Reimbursement Program  

• Generous Employee Referral Program - cash bonus for successful referrals!  

• Dynamic Recognition and Rewards  

• Clear Promotion and Advancement Tracks  

• Work with Industry-Leading Talent  
   

The base pay range for this position is expected to be between $80,000.00 and $118,000.00 per year, plus an annual on-target bonus if applicable, not all roles are subject to a bonus. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. 

FLSA Status: Salaried, Exempt

Work Authorization Criteria 
We welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa. 
 
Workspace Requirements and Remote Work Policy 
Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures.   
 
Our Commitment to a Diverse Workforce 
At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment. 
 
Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 04/03/2025.