This is a senior leadership position reporting directly to the CEO.

This is not a desk management role. We are looking for someone who can inspire people, hold teams accountable, understand complex technical environments, and ensure the department operates efficiently while delivering an outstanding customer experience.

You will be expected to build a culture of ownership, professionalism, continuous improvement, and technical excellence.

What You'll Be Responsible ForLeadership & People Management

Lead, mentor, and develop a team of technical professionals.
Build a high-performance culture based on accountability and continuous improvement.
Conduct regular one-to-one meetings, coaching sessions, and performance reviews.
Support Team Leaders in achieving departmental objectives.
Recruit, develop, and retain top technical talent.

Operational Excellence

Oversee the day-to-day operation of the technical department.
Ensure effective planning and allocation of technical resources.
Drive operational efficiency and improve engineer utilisation.
Monitor service quality, customer satisfaction, and SLA performance.
Lead major incident management and technical escalations.

Technical Leadership

Provide guidance on complex infrastructure and cybersecurity solutions.
Review technical designs and implementation strategies.
Ensure engineering best practices and standards are consistently applied.
Promote knowledge sharing and technical development across the department.

Performance & Delivery

Monitor key operational metrics including:
Engineer utilisation
SLA compliance
Ticket backlog
Resolution times
Customer satisfaction
Project delivery performance
Identify opportunities to improve efficiency and service delivery.

Quality & Governance

Ensure documentation is accurate and maintained.
Promote adherence to company standards, security policies, and operational procedures.
Drive continual service improvement initiatives.
Foster a proactive, customer-focused mindset across the technical team.

What We're Looking ForEssential

Minimum 8–10 years' experience in IT infrastructure, managed services, or enterprise technology.
At least 5 years in a leadership role managing technical teams.
Strong understanding of Microsoft technologies, cloud platforms, networking, virtualisation, storage, backup, and cybersecurity.
Proven ability to lead high-performing technical teams.
Excellent communication, leadership, and organisational skills.
Strong commercial awareness and customer focus.
Experience managing multiple priorities in a fast-paced environment.

Desirable

Experience within an IT Managed Services Provider (MSP).
ITIL knowledge or certification.
Microsoft, VMware, Cisco, Fortinet, Sophos, or similar technical certifications.
Experience with ISO 27001 & ISO 9000 environments and service management best practices.

What Success Looks Like

In this role, you will:

Build a motivated and accountable technical team.
Improve engineer productivity and utilisation.
Deliver exceptional customer service.
Ensure consistent achievement of service level agreements.
Drive technical excellence across all areas of the business.
Support the continued growth of Innovate through strong operational leadership.

Why Join Innovate?

At Innovate, you'll have the opportunity to shape the future of one of Malta's leading technology companies. You'll work alongside a passionate team, influence strategic decisions, and play a key role in delivering innovative solutions that make a real impact for our clients.

If you're a confident technical leader who enjoys building teams, solving challenges, and driving operational excellence, we'd love to hear from you.

Apply now or send your CV to joel@innovate.mt.

Join Innovate and help lead the next chapter of our technical excellence.

Senior Manager - Technical Strategy & Operations

Job Description