Manager - Support & Managed Services
Core
Lead support team and serve as senior technical escalation point for mission-critical technology in healthcare and other sectors.
Role type
Manager, Support & Managed Services
Builds
Managed services accounts and service delivery for critical infrastructure and health platforms
Domain
IT Support & Managed Services (Healthcare, Networking, Infrastructure)
Deliverable
client delivery
Required skills
ITIL v4, vendor networking certifications, enterprise network troubleshooting, PSA/ITSM platform management, workforce planning, team coaching, SLA/contract performance management
Preferred skills
AI/automation in service operations, practice growth/scaling, process standardization
Technologies
ConnectWise, Cisco, Fortinet, Aruba, Olinqua, Mobicall, Spectralink
Responsibilities
Drive major incident resolution and root-cause analysis, own service delivery for managed services accounts, provide senior-level technical escalation support, execute proactive service improvements, oversee workforce planning and rostering, lead and mentor the support team
Seniority
Manager, hands-on leadership
