IT Manager MSP Service Delivery

AC4S Technologies is seeking an experienced IT Manager to lead our technical service delivery team while remaining actively involved in complex technical work. This is not a purely administrative management position. The successful candidate will manage technicians, oversee the service desk, handle Tier 3 escalations, improve troubleshooting quality, enforce documentation standards, coordinate technology vendors, and ensure that every client issue has a clear owner, next step, and resolution path. This person must be comfortable leading from the front. You must be able to coach a technician through a problem, review the work they completed, identify missed steps, communicate with the client, and personally take over an escalation when necessary. The right candidate combines technical depth, operational discipline, leadership, customer service, accountability, and sound judgment. Primary Responsibilities Technical Team Leadership

• Lead the daily activities of help desk, systems administration, field service, and technical support personnel.

• Review ticket queues, priorities, service commitments, client impact, technician workload, and aged tickets.

• Assign clear ownership, priorities, deadlines, and next actions.

• Conduct regular individual coaching sessions, technical reviews, and performance discussions.

• Train technicians to follow structured troubleshooting processes instead of making assumptions or skipping steps.

• Ensure technicians understand the business impact of technical issues and communicate accordingly.

• Review technician recommendations before they are presented to clients when the situation involves significant cost, risk, downtime, or infrastructure changes.

• Participate in recruiting, interviewing, onboarding, training, and performance management.

• Build a culture of accountability, teamwork, curiosity, professionalism, and continuous improvement.

Tier 3 Technical Escalation

• Serve as the senior technical escalation point for complex client issues.

• Diagnose and resolve difficult problems involving Microsoft 365, Windows environments, cloud services, networks, firewalls, servers, endpoints, wireless systems, applications, voice services, and internet connectivity.

• Validate symptoms, gather evidence, test likely causes, isolate variables, and identify the root cause before recommending changes.

• Review recurring incidents and develop permanent corrective actions instead of relying on repeated temporary fixes.

• Participate directly in critical incidents, client outages, cybersecurity events, infrastructure failures, and service restoration efforts.

• Provide occasional support outside normal business hours when a critical client situation requires escalation.

Service Delivery Management

• Oversee the quality and consistency of all client support services.

• Ensure tickets are acknowledged, prioritized, updated, escalated, and resolved according to client commitments.

• Confirm that technicians provide clients with clear explanations, current status, next steps, responsible parties, and expected follow up.

• Prevent tickets from remaining open without meaningful activity, communication, ownership, or escalation.

• Review reopened tickets, recurring incidents, unresolved problems, and client complaints.

• Identify patterns across the ticket queue and convert repeated problems into projects, standards, automations, checklists, or preventive maintenance activities.

• Improve response time, resolution time, ticket quality, client satisfaction, and technician effectiveness.

• Escalate significant risks to leadership with concise facts, business impact, options, and a recommended course of action.

Client Ownership and Communication

• Act as a trusted technical leader for AC4S Technologies clients.

• Take ownership of client issues from initial report through confirmed resolution.

• Communicate calmly and clearly during outages, escalations, and high pressure situations.

• Explain technical issues in language that business leaders and end users can understand.

• Set realistic expectations and provide updates before clients need to request them.

• Ensure clients never receive unclear technical explanations that leave them asking what they are expected to do next.

• Avoid shifting responsibility to the client or another vendor before AC4S Technologies has completed reasonable troubleshooting and validated the cause.

• Confirm client satisfaction after significant incidents and service restorations.

Vendor Management

• Coordinate directly with internet providers, telecommunications companies, software vendors, hardware manufacturers, cloud providers, and other technology partners.

• Open vendor tickets, document reference numbers, obtain service windows, coordinate access, and follow through until resolution.

• Verify whether a reported problem exists within the client environment, the vendor environment, or the connection between them.

• Keep clients informed while AC4S Technologies manages the vendor relationship on their behalf.

• Maintain current vendor contacts, account details, escalation procedures, circuit information, warranties, service agreements, and support entitlements.

Documentation and Operational Discipline

• Ensure every technical action is documented in the appropriate ticket and client documentation system.

• Require accurate ticket notes, time entries, configurations, findings, actions taken, remaining risks, and next steps.

• Ensure technical work is not considered complete until the related documentation is complete.

• Maintain network diagrams, system inventories, vendor records, infrastructure documentation, device information, support procedures, and recovery instructions.

• Ensure passwords and sensitive credentials are stored only in approved secure systems.

• Develop and maintain standard operating procedures, troubleshooting guides, checklists, technical standards, and knowledge base articles.

• Review client documentation regularly for accuracy and completeness.

• Reduce dependence on individual employees by ensuring important knowledge is captured in company systems.

Microsoft and Cloud Administration

• Oversee Microsoft 365 administration, Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune, Defender, and related Microsoft services.

• Support identity management, account provisioning, access reviews, multifactor authentication, Conditional Access, endpoint compliance, licensing, and security configuration.

• Assist with Microsoft 365 migrations, tenant changes, endpoint deployments, cloud projects, and user lifecycle management.

• Review Microsoft environments for configuration issues, security gaps, unused licenses, and opportunities for standardization.

Network and Infrastructure Management

• Troubleshoot switching, routing, firewalls, wireless systems, virtual private networks, internet circuits, public IP addresses, DNS, DHCP, VLANs, and network segmentation.

• Support Windows Server, Active Directory, Group Policy, virtualization, storage, backup, recovery, and business continuity systems.

• Manage firewall configuration, firmware, remote access, network policies, security alerts, and vendor support cases.

• Coordinate onsite troubleshooting, infrastructure installation, equipment replacement, office moves, and network upgrades.

• Verify that infrastructure changes are tested, documented, approved, and communicated.

Cybersecurity and Risk Management

• Support endpoint security, email security, identity protection, vulnerability management, security monitoring, and incident response.

• Ensure technicians follow security procedures during account changes, device deployments, access requests, and incident investigations.

• Identify technical risks and present practical remediation recommendations.

• Support regulated clients with security controls related to frameworks and requirements such as NIST, CMMC, HIPAA, PCI DSS, and similar standards.

• Ensure cybersecurity issues are escalated quickly and handled according to documented procedures., Leadership Characteristics The successful candidate will:

• Take ownership instead of assigning blame.

• Ask direct questions and provide direct answers.

• Follow a structured troubleshooting process.

• Test assumptions before reaching conclusions.

• Communicate early when an issue may affect a client.

• Document work without needing repeated reminders.

• Coach technicians without performing every task for them.

• Hold people accountable while maintaining professionalism and respect.

• Recognize when to delegate and when to become personally involved.

• Focus on permanent improvements rather than repeated temporary fixes.

• Remain calm and organized during outages and difficult client situations.

• Protect the client relationship while making technically and financially responsible decisions.

How Success Will Be Measured Success in this role will be measured through:

• Client satisfaction and reduction in avoidable complaints.

• Ticket response and resolution performance.

• Reduction in aged, reopened, and recurring tickets.

• Quality and completeness of ticket notes and client documentation.

• Accurate and timely technician time entries.

• Effective handling of technical escalations.

• Improvement in technician troubleshooting and communication skills.

• Completion of service commitments and technical projects.

• Reduction in repeated technical problems.

• Stronger vendor coordination and follow through.

• Improved accountability and consistency across the technical team.

• Reduced dependence on company leadership for routine service management.

Work Environment This position requires regular presence in the AC4S Technologies Tampa office and travel to client locations throughout the Tampa Bay area. The role combines team leadership, service management, technical troubleshooting, client communication, project support, and onsite work. Qualified candidates may be asked to participate in technical, leadership, and scenario based interviews demonstrating how they approach troubleshooting, client communication, team management, documentation, and escalation decisions. How to Apply Submit your resume through this job posting. Please include a brief explanation of your managed service provider experience, the size of the technical teams you have led, and an example of a complex client issue you personally helped resolve. AC4S Technologies provides equal employment opportunities in accordance with applicable law

• At least seven years of progressive experience in information technology support, systems administration, networking, infrastructure, or managed services.

• At least three years of experience working for a managed service provider or supporting multiple client environments.

• At least two years of experience leading, supervising, mentoring, or managing technical personnel.

• Proven ability to diagnose and resolve Tier 3 technical issues.

• Strong experience with Microsoft 365, Exchange Online, Entra ID, Teams, SharePoint, OneDrive, Intune, and Microsoft security tools.

• Strong experience with Windows workstations, Windows Server, Active Directory, Group Policy, DNS, DHCP, and user administration.

• Strong understanding of firewalls, switching, routing, VLANs, wireless networks, virtual private networks, internet connectivity, and network troubleshooting.

• Experience with remote monitoring, endpoint management, ticketing, professional services automation, documentation, and remote support platforms.

• Ability to manage several client issues and priorities without losing ownership or follow through.

• Strong written and verbal communication skills.

• Strong customer service judgment and the ability to communicate effectively with executives, employees, vendors, and technical personnel.

• Ability to travel to client locations throughout the Tampa Bay area.

• Valid driver license and reliable transportation.

Preferred Qualifications

• Experience with Microsoft Azure, Defender, Purview, Sentinel, or related Microsoft security platforms.

• Experience with ConnectWise or comparable service management and remote monitoring platforms.

• Experience with SonicWall, Sophos, Ubiquiti, Cisco, Fortinet, or comparable networking technologies.

• Experience supporting healthcare, legal, financial services, nonprofit, government, construction, manufacturing, or other regulated environments.

• Experience with cybersecurity incident response, vulnerability management, endpoint detection, security monitoring, or compliance controls.

• Microsoft, CompTIA, Cisco, ITIL, cybersecurity, or vendor certifications.

• Experience managing technical projects, client onboarding, infrastructure migrations, office moves, and service transitions.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off, * 401(k)
• Health insurance
• Paid time off

About AC4S Technologies AC4S Technologies is a Tampa based managed IT and cybersecurity company helping organizations operate securely, reliably, and efficiently. We provide managed IT services, Microsoft 365 and Azure management, cybersecurity, network security, cloud solutions, desktop support, infrastructure services, and intelligent building technology. Our clients rely on us as their technology partner. When something goes wrong, we take ownership, determine the cause, coordinate the right resources, communicate clearly, and drive the issue through resolution.