Information Technology General Manager

The General Manager is responsible for overseeing the day-to-day operations of an IT services organization, ensuring smooth business performance, operational excellence, and strong customer satisfaction. This role leads the execution of the company’s business plan, drives revenue growth, manages staff development, and ensures financial goals are met. The General Manager serves as the primary representative of the business within the local market and plays a key role in establishing the organization as a trusted IT services provider.

Responsibilities

Business Leadership & Operations

• Oversee daily operations to ensure efficient service delivery and high customer satisfaction.

• Execute the business plan and provide recommendations for adjustments based on performance and market insights.

• Monitor financial performance, including revenue, expenses, and profitability, and ensure budgeted goals are met.

• Manage vendor and supplier relationships to support operational needs.

• Oversee scheduling and resource allocation for technical staff.

Sales, Marketing & Business Development

• Foster a strong sales-focused culture to drive profitable revenue growth.

• Represent the company in the local business community, attending events and building strategic partnerships.

• Identify and pursue new business opportunities and expansion strategies.

• Position the organization as a premier provider of IT services in the local market.

Customer Experience

• Ensure all clients receive exceptional service and consistent communication.

• Serve as a role model in building and maintaining strong client relationships.

• Resolve escalated customer issues and maintain a high customer satisfaction standard.

Team Leadership & Development

• Recruit, hire, and develop high-performing technicians and support staff.

• Conduct regular one-on-one meetings to assess performance, strengths, and development needs.

• Motivate and inspire team members to exceed service standards and performance expectations.

• Promote teamwork, accountability, and continuous improvement across the organization.

Qualifications

• 5+ years of management experience, ideally within IT services, technology operations, or a related environment.

• Strong focus on customer service, staff development, and operational leadership.

• Ability to understand and navigate complex IT-related challenges (technical background preferred but not required).

• Proven experience leading teams and managing multiple priorities in a fast-paced environment.

• Excellent communication, organizational, and leadership skills.

• Demonstrated ability to develop proposals and present solutions to clients and prospects.

• Ability to attract, train, and retain top technical talent while fostering a collaborative team culture.

• Strong financial acumen, including budgeting, forecasting, and performance analysis.