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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Managed Services IT Lead - **Company:** After School Matters, Inc. - **Location:** United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Computing Platforms, JIRA, System Configuration, Database Queries, Issue Tracking Systems, Operational Databases, SQL Databases, Systems Integration, Zendesk, Servicenow - **Published:** August 20, 2026 - **Apply:** https://briczus.applytojob.com/apply/hHKz1yxqHG/Managed-Services-IT-Lead-Manhattan-Active?source=GS ## About the Role The ideal candidate has spent their career close to the platform, is a true Manhattan ActiveWarehouse expert at a deep technical level, and is comfortable leading a team while staying hands-on with troubleshooting and root cause analysis. Transportation Management (TM) experience is a plus but not required., TECHNICAL EXPERTISE (PRIMARY) * 2-3+ years of hands-on, deep technical support experience with Manhattan ActiveWarehouse, including configuration, data, and integration layers. * Experience with Pro-Active for configuring and troubleshooting extensions on the Manhattan Active platform. * Strong SQL skills and comfort querying and troubleshooting production data directly. * Proven ability to perform root cause analysis, not just triage, across application, integration, and infrastructure layers. * Comfort with APIs, EDI, and system-to-system integrations, including ERP, WCS/WES, carriers, and automation/MHE. * Comfort operating at L3/L4 support tiers, with the platform depth to step in and cover L2 issues when needed. * Familiarity with warehouse business processes as they map to platform configuration. LEADERSHIP & CLIENT-FACING (SECONDARY, STILL REQUIRED) * 8+ years of overall IT support or managed services experience, with some lead-level ownership of a support function. * Experience managing support tickets, SLAs, and escalations in a client-facing environment. * Ability to mentor other support consultants and set the technical standard for the team. * Strong communication skills, with the ability to translate technical root cause into clear guidance for non-technical stakeholders. * Comfortable working in a fast-paced managed services or consulting environment. PREFERRED EXPERIENCE * Experience with ITSM tools such as ServiceNow, Jira Service Management, or Zendesk. * Experience with Manhattan Active TM (Transportation Management) is a plus. * Familiarity with RF, label printing, or warehouse and transportation hardware. * Working knowledge of Manhattan Active platform architecture, release cadence, and patching. * Experience supporting multi-site, retail, distribution, or 3PL environments. * ITIL certification or similar., * Root cause analysis * SQL and data troubleshooting * Manhattan ActiveWarehouse platform knowledge (TM a plus) * Pro-Active extension configuration * Integration troubleshooting * Support leadership and mentoring * SLA and escalation management * Client communication ## Description We are looking for a technically deep Managed Services IT Lead to own L3/L4 support for Manhattan ActiveWarehouse environments, with the platform depth to step in and cover L2 issues when needed. This is a hands-on technical role first: you understand the platform, the data, and the integrations well enough to diagnose and fix issues that others can't. Leadership and client-facing skills matter too, since you'll lead a small support team and represent Bricz to clients, but the bar for this role starts with technical depth., * Perform root cause analysis on recurring issues across application, integration, and infrastructure layers, and drive permanent fixes, not just workarounds. * Use Pro-Active to configure, maintain, and troubleshoot extensions on the Manhattan Active platform. * Troubleshoot integrations between Manhattan Active (MAWM) and client ERP, WCS/WES, MHE, and automation systems. * Monitor system health and proactively identify issues before they impact operations. * Support minor enhancements, configuration changes, and patch or upgrade activities. * Coordinate with Manhattan Associates support and other vendor teams on platform-level issues. * Maintain and improve support documentation, runbooks, and the team's technical knowledge base. * Serve as the lead point of contact for L3/L4 Managed Services support across Manhattan ActiveWarehouse, stepping in on L2 issues when needed. * Own the support ticket queue: triage, prioritize, assign, and drive tickets to resolution within SLA. * Lead and mentor a team of support analysts and consultants, providing technical guidance and escalation coverage. * Manage escalations from client stakeholders and internal team members, keeping communication clear and timely. * Track and report on SLAs, ticket volume, resolution times, and other support KPIs. * Participate in on-call rotation and lead incident management for critical, production-impacting issues. * Partner with implementation teams on new site go-lives and the transition from project to support. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Robots are coming into the wild! 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