I.T. Services Manager

Pencor Services•Palmerton, PA

About The Position

PenTeleData, a leader in data transport, Internet, networking technologies, security and consultation services throughout Pennsylvania and New Jersey, is actively seeking an IT Services Manager to lead and oversee the IT Services department. The I.T. Services Department provides data networking and computing related support services to SMB and enterprise customers across a wide range of environments, including small-to-medium business, large enterprise, hospitality, and public venues. This role is a hands-on management position within a managed services environment, with direct involvement in leadership, prioritization, and escalation management. The IT Services Manager is responsible for the overall performance, quality, and delivery of services provided by the team. While technical competency is required, this role is primarily focused on leadership, accountability and escalation management rather than serving as a primary technical implementer. Candidates should be comfortable spending a significant portion of their time on people management, coordination and issue prioritization rather than direct technical implementation. This is a direct customer-facing position and requires strong communication, sound judgment and the ability to manage complex technical and business situations while balancing customer expectations, staff workload and organizational priorities.

Requirements

Established residency in Pennsylvania
Valid PA Driver's License and good driving record
Combination of formal education, industry experience and certifications, with demonstrated progression in responsibilities and scope over time
Prior experience leading technical teams in a service-oriented environment, including responsibilities for staff oversight, performance management and escalation handling
Previous experience working in or managing within a Managed Service Provider (MSP) or professional services environment
Proven experience supporting and overseeing L2/L3 network environments in SMB and enterprise settings
Industry certifications (Microsoft, Cisco, or equivalent) preferred, but practical experience and demonstrated leadership are valued over academic credentials alone
Minimum of 5+ years supporting SMB and enterprise data and communication environments, preferably with a MSP or professional services organization
Strong working knowledge of Microsoft-based infrastructure, including Active Directory, Windows Server and both hosted and on-prem applications
Working knowledge of virtualization platforms and Microsoft cloud services sufficient to oversee design, troubleshooting and escalation (hands-on expertise a plus, but not required)
Working knowledge of wireless network design, deployment and troubleshooting
Broad understanding of products, technologies and services commonly deployed in SMB environments
Strong Communications Skills - Oral and written, with the ability to clearly convey technical concepts to both technical and non-technical audiences
Excellent Organizational and Time-Management Skills, with the ability to prioritize effectively in a fast-paced, dynamic service environment
Ability to manage multiple concurrent issues, customers and priorities while maintaining attention to detail
Ability to provide professional, composed customer service in high-pressure or escalated situations
Ability to collaborate effectively with internal teams, vendors and upper management to align service delivery with business objectives

Nice To Haves

Experience with backup, recovery and imaging technologies - including the ability to assess risk and validate recovery strategies
Strong practical knowledge of server and infrastructure technologies, with the ability to evaluate design, troubleshoot escalations and guide technical staff in: Windows Server environments Active Directory and Group Policy Exchange and Microsoft Office 365 Hyper-V and related MS virtualization technologies
Working knowledge of VMware vSphere and vSAN environments - sufficient to oversee implementation and support efforts
Working knowledge of Wi-Fi and LAN troubleshooting, testing and performance analysis
Familiarity with network diagnostic tools and methodologies - including packet captures, traffic analysis and LAN troubleshooting equipment

Responsibilities

Providing leadership and oversight for remote and onsite customer support related to Microsoft virtual environments, cloud services, backups and other MSP offerings
Acting as the primary escalation point for complex or high-impact technical and customer service issues with the responsibility for resolution strategy and customer communication
Overseeing the design and implementation of LANs, Windows-based domains and related infrastructure, ensuring standards and best practices are followed
Participating in pre-sales engagements to validate technical requirements, assess risk and ensure proposed solutions are operationally sound
Coordinating with customer hardware & software vendors to identify, troubleshoot and resolve issues as needed
Performing and overseeing project management activities including prioritization, scheduling and coordination of resources
Ensuring accurate and timely documentation of service activities, configurations, inventory and customer information
Conducting performance evaluations, coaching and disciplinary actions for IT Services staff as required
Managing scheduling, on-call rotations and workload distribution for IT Services team
Leading the introduction and operational integration of new IT Services offerings as market demands evolve
Training, mentoring and developing IT Services staff to improve technical capabilities, consistency and service quality
Collaborating closely with internal departments and upper management to align IT Services delivery with broader organizational goals
Other duties as needed by upper management