Job Description :
We are seeking an experienced and highly skilled Technical Manager (Level 3) to join our dynamic IT Managed Services team. This role requires a strong technical background in Windows Server environments, networking, and cybersecurity , combined with excellent leadership, scheduling, and client management skills. The ideal candidate will oversee a team of IT support specialists, manage service requests, and ensure the seamless operation of our clients' IT infrastructures.
Responsibilities :
Technical Leadership & Support :
- Serve as the highest escalation point for complex technical issues (Tier 3) in Windows Server environments.
- Install, configure, and manage Windows Server (2016 / 2019 / 2022), Active Directory, Group Policy, DNS, DHCP, and Hyper-V / VMware virtualization .
- Troubleshoot and optimize Windows-based networks, firewalls, and cloud services (Azure, M365) .
- Perform root cause analysis on recurring issues and implement long-term solutions.
- Implement cybersecurity policies and compliance standards (NIST, CIS, SOC2, ISO 27001, HIPAA, GDPR, etc.) .
- Manage and monitor clients' IT environments to ensure optimal performance and security.
Team & Client Management :
Supervise and mentor a team of Level 1 and Level 2 technicians , providing guidance and support.Assign and oversee daily tasks, ensuring service tickets are resolved within SLA timelines.Manage call schedules, dispatch technicians, and coordinate on-site visits as needed .Act as the main point of contact for high-priority client escalations .Conduct performance evaluations and provide feedback to improve team efficiency.Scheduling & Coordination :
Manage technician schedules to optimize workload and response times .Plan and allocate resources for service calls, on-site visits, and project implementations .Ensure proper documentation of all tasks, solutions, and client interactions .Process & Documentation :
Develop and maintain SOPs, troubleshooting guides, and knowledge base documentation .Implement ITIL-based best practices for incident, problem, and change management.Continuously improve IT processes and workflows for better efficiency and service delivery .Requirements :
Experience & Education :
Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).Minimum 6 years of experience in IT support , including 4 years in an MSP environment.Proven experience managing a technical support team .Technical Expertise :
Windows Server Administration (2016 / 2019 / 2022) – installation, maintenance, security hardening.Active Directory & Group Policy – user management, policies, authentication, permissions.Networking – troubleshooting TCP / IP, DNS, DHCP, VPNs, VLANs, and firewalls (SonicWall, Cisco, Fortinet, Palo Alto) .Virtualization – VMware, Hyper-V, and cloud-based virtualization solutions.Microsoft 365 & Azure – administration, security configurations, and troubleshooting.Backup & Disaster Recovery – configuring and managing solutions like Veeam, Datto, or Acronis.Cybersecurity – advanced knowledge of endpoint protection, patch management, SIEM, and vulnerability assessments.Preferred Certifications :
Microsoft Certified Solutions Expert (MCSE) : Core Infrastructure (or equivalent)Windows Server Administration
Identity & Access ManagementNetworking & StorageVirtualization & Cloud Integration (Azure)Security & Compliance ImplementationCompTIA Security or CISSP (preferred)ITIL v4 Foundation (a plus)Soft Skills & Other Requirements :
Excellent leadership and communication skills for managing teams and client interactions.Ability to handle high-pressure situations and prioritize tasks effectively .Strong problem-solving skills with a proactive approach to issue resolution .Must have a reliable vehicle for occasional on-site visits.Why Join Us?
Be a part of a growing MSP that values innovation, customer success, and technical excellence . As a Technical Manager , you’ll play a key role in shaping IT strategies, managing client relationships, and leading a team of talented professionals .
Salary : $30 - $35
