Manager, IT Service Delivery

Experteer Overview In this role you will serve as the technical backbone for Vertex Support Services, balancing hands-on incident resolution with tailored client support for external school environments. You’ll act as the final escalation point for critical infrastructure, guiding both rapid issue resolution and long-term architectural planning. You will work closely with school leaders and contracted vendors to ensure reliable technology that empowers learning. This position offers a high-impact opportunity to shape IT delivery across multiple client schools while advancing a mission-driven education organization. Compensation / Benefits * Serve as final escalation point for critical infrastructure outages, diagnosing and resolving complex server, network, and identity issues * Provide hands-on troubleshooting to rapidly restore essential school services across client environments * Proactively monitor network health using tools like Connectwise and PRTG Network Monitor and address warnings * Manage configurations within Cisco Meraki, Ubiquiti UniFi, and Dell PowerEdge servers * Engage with external school principals and staff during disruptions, delivering empathetic, clear updates * Meet with clients regularly to address issues proactively and translate technical root causes for non-technical stakeholders * Document long-term IT infrastructure roadmaps and IAM deployment models for client schools using IT Glue and SharePoint * Evaluate and pilot emerging technologies (e.g., AI-driven support bots) within client environments * Administer IAM platforms (Microsoft Entra ID, Google Workspace Admin, Okta) tailored to school needs * Triage and resolve daily helpdesk tickets in HubSpot, coordinate with contracted third-party labor for on-site tasks * Draft structural blueprints and operational plans to shape the Vertex Support Services IT department Tasks * 5+ years in IT service delivery, systems administration, or network engineering with escalation experience * Proven ability to deliver empathetic, bespoke IT support to external clients * Hands-on expertise with Cisco Meraki, Ubiquiti UniFi, and Dell PowerEdge servers * Strong IAM experience (Microsoft Entra ID, Google Workspace Admin, Okta) * Experience with ITSM/RMM platforms (HubSpot, Connectwise) for triaging and backlog reduction * Experience directing third-party contractors for on-site tasks and remote resolutions * Experience drafting SOPs, service catalogs, and long-term architecture docs in IT Glue or SharePoint Key requirements * industry-leading pay * rewards * referral bonuses * unlimited flexible paid time-off * comprehensive medical, dental and vision * 401(k) with 6% employer match

issues * Manage configurations within Cisco Meraki, Ubiquiti UniFi, and Dell PowerEdge servers * Engage with external school principals and staff during disruptions, delivering empathetic, clear updates * Meet with clients regularly to address issues proactively and translate technical root causes for non-technical stakeholders * Document long-term IT infrastructure roadmaps and IAM deployment models for client schools using IT Glue and SharePoint * Evaluate and pilot emerging technologies (e.g., AI-driven support bots) within client environments * Administer IAM platforms (Microsoft Entra ID, Google Workspace Admin, Okta) tailored to school needs * Triage and resolve daily helpdesk tickets in HubSpot, coordinate with contracted third-party labor for on-site tasks * Draft structural blueprints and operational plans to shape the Vertex Support Services IT department Tasks * 5+ years in IT service delivery, systems administration, or network engineering with escalation experience * Proven aa SOPs, to deliver empathetic, bespoke IT support to external clients * Hands-on expertise with Cisco Meraki, Ubiquiti UniFi, and Dell PowerEdge servers * Strong IAM experience (Microsoft Entra ID, Google Workspace Admin, Okta) * Experience with ITSM/RMM platforms (HubSpot, Connectwise) for triaging and backlog reduction * Experience directing third-party contractors for on-site tasks and remote resolutions * Experience drafting SOPs, service catalogs, and long-term architecture docs in IT Glue or SharePoint Key requirements * industry-leading pay * rewards * referral bonuses * unlimited flexible paid time-off * comprehensive medical, dental and vision * 401(k) with 6% employer match