OverviewThe Manager, Managed Services Support (MSS) is responsible for leading the delivery and support of the MSS team for internal and external customers. This position oversees customer facing infrastruucture and technical support and any future members of the MSS team.
The ideal candidate can work remotely but may be needed on-site at the Frederick MD or Reston VA offices for special operations.
Responsibilities
Service Delivery & Operations
- Lead the day-to-day delivery and support of managed IT services for internal and external customers.
- Creation and administration of Microsoft 365 and Azure tenants.
- Creation and administration of CloudFlare security services.
- Creation and administration of GooglefEnterprise Workspaces.
Leadership & Talent Management
- Mentor, manage, and develop technical and service delivery professionals.
- Establish performance expectations and accountability measures for team members.
- Conduct performance reviews and support employee development planning.
- Foster a collaborative, customer-focused culture emphasizing continuous improvement.
Client & Stakeholder Management
- Serve as the primary escalation point for service-related issues.
- Build strong relationships with customers, business leaders, vendors, and technology partners.
- Conduct regular service reviews and communicate operational performance metrics.
- Identify opportunities for service expansion, automation, and enhanced customer value.
Technology & Strategic Planning
- Partner with IT leadership on infrastructure, cloud, cybersecurity, and digital transformation initiatives.
- Evaluate emerging technologies and recommend improvements to service delivery models.
- Drive automation, monitoring, and proactive support capabilities.
- Ensure compliance with security, regulatory, and governance requirements.
Qualifications
- Bachelor's degree in a technology related field; or an equivalent combination of education, relevant experience, and leadership or technical certifications.
- 7+ years of IT operations, infrastructure, or managed services experience; in lieu of a Bachelors must have 10+ years of IT operations experience.
- 2+ years of leadership experience managing technical teams,
- Strong understanding of cloud technologies, networking, cybersecurity, and end-user support.
- Experience managing SLAs, KPIs, and operational metrics.
- Excellent communication, problem-solving, and customer relationship management skills.
Preferred Qualifications
- ITIL Foundation or higher certification.
- PMP, CISSP, Microsoft Certified, AWS, Azure, or related certifications.
- Master's degree in Information Technology, Business, or related field.
- Experience leading managed service provider (MSP) environments.
- Experience managing within the constraints of industry compliance standards.
Compensation: $115,000 - $125,000K
Additional benefits include:
- Paid Time Off & Holiday Pay
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Disability, Life Insurance, and AD&D
- Flexible Spending Accounts
- Pre-Tax 401K and/or After-Tax Roth IRA (with employer matching contribution)
- Tuition and Technical Training Reimbursement
- Exercise Reimbursement
- Computer Reimbursement
- Employee Assistance Program
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to talk or hear.
- Possess the ability to fulfill any and all office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies.
- The employee must occasionally lift and/or move up to fifteen (15) pounds.
- Fine hand manipulation (keyboarding).
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- May work prolonged or irregular hours.
- The noise level in the work environment is usually moderate.
- Exposure to general office conditions while conducting office duties.
