IT Operations Technical Manager

Weidenhammer•Wyomissing, PA

1h•Hybrid

About The Position

The IT Operations Technical Manager leads Weidenhammer’s Cloud and Infrastructure Service Desk and serves as the operations team’s senior hands-on technical escalation point for client environments. The role combines advanced troubleshooting, technical mentoring, platform administration, documentation, and service improvement across cloud, identity, endpoint, network, backup, monitoring, and security technologies. The manager supports, mentors, and manages service desk team members; diagnoses complex issues; coordinates responses to major incidents; validates changes; and improves monitoring and automation. The role also ensures new and changed solutions are secure, supportable, documented, and operationally ready before transition into ongoing support. It contributes to client onboarding, assessments, service reviews, proposals, and scope validation when operational expertise is needed. The position is full-time, at least 40 hours per week, generally during standard business hours, with flexibility for client needs, planned maintenance, major incidents, and after-hours escalation. It may participate in or manage an on-call and escalation rotation. Work is hybrid and may take place remotely, at a Weidenhammer office, in a data center, or at a client location. Occasional travel may be required.

Requirements

Bachelor’s degree in information technology, computer science, cybersecurity, engineering, or a related discipline, or an equivalent combination of technical certifications and relevant hands-on experience.
At least 6 years of progressive hands-on experience in technical support, systems administration, cloud, network, infrastructure, security operations, or managed services.
Experience serving as a senior escalation resource or technical lead.
Advanced hands-on troubleshooting across Microsoft 365, Azure, Windows Server, Active Directory and Entra ID, virtualization, networking, endpoint management, backup and recovery, monitoring, and security technologies.
Practical knowledge of IT service-management practices, including incident, major incident, problem, change, request, configuration, knowledge, and continual improvement.
Experience administering remote monitoring and management, IT service-management, documentation, endpoint, identity, backup, security, and observability platforms.
Working knowledge of PowerShell or comparable scripting, workflow automation, APIs, and AI-assisted technical tools, with appropriate testing, security, and human review.
Strong understanding of identity, least privilege, endpoint protection, vulnerability remediation, logging, backup, recovery, network security, and secure configuration principles.
Ability to translate technical findings into clear business impact, risks, recovery options, and recommendations for clients and leadership.
Demonstrated judgment during major incidents, production changes, competing priorities, and high-pressure client escalations.
Strong technical writing skills, including runbooks, diagrams, build standards, knowledge articles, and post-incident documentation.
Ability to lead, mentor, and develop technical professionals, coordinate work across teams, and improve technical quality.
Highly organized, self-directed, and accountable, with disciplined change control, validation, and follow-through.
Project awareness sufficient to manage technical dependencies, risks, testing, cutover activities, operational acceptance, and stakeholder communication.
Must be legally authorized to work in the United States; employment may be subject to employer- and client-specific background verification or security requirements.
Able to meet the role’s physical demands, with reasonable accommodation available as required by applicable law.

Nice To Haves

Experience in an MSP or multi-client environment.
Relevant certifications may include Microsoft role-based Azure or Microsoft 365 certifications, CompTIA Network+ or Security+, Cisco certifications, VMware or virtualization credentials, ITIL 4 Foundation, or comparable vendor and service-management certifications.

Responsibilities

Manage the Cloud and Infrastructure Service Desk and serve as the senior technical escalation resource for complex incidents and service requests.
Lead structured troubleshooting and root-cause analysis using logs, telemetry, configuration data, monitoring platforms, and vendor resources.
Provide hands-on technical guidance and coaching to Service Desk Analysts, System Administrators, and Engineers.
Coordinate technical responses during major incidents, including triage, workstream assignment, vendor escalation, recovery validation, updates, and corrective actions.
Administer, configure, and improve platforms used to monitor, manage, secure, document, and support client environments, following approved access and change-control practices.
Develop and maintain technical standards, configuration baselines, build documentation, runbooks, knowledge articles, diagrams, and escalation procedures; maintain accurate configuration, asset, licensing, and subscription records.
Review monitoring coverage, alert quality, thresholds, and response procedures to reduce noise and improve early detection.
Lead problem management for recurring or high-impact issues and implement durable corrective actions such as standardized configurations, automation, tool consolidation, documentation, or architectural recommendations.
Perform and validate complex changes, maintenance, upgrades, migrations, and remediation work, including risk assessment, testing, communication, and rollback planning.
Partner with security teams to operationalize identity protection, endpoint security, patching, vulnerability remediation, privileged-access controls, backup and recovery, certificate and lifecycle management, logging, incident response, and evidence requirements.
Use scripting, workflow automation, APIs, and AI-assisted tools to improve troubleshooting, reporting, configuration consistency, documentation, and repetitive work, with appropriate review and governance.
Participate in solution reviews and project handoffs; oversee transition of new and changed services into support and validate supportability, documentation, monitoring, access, security controls, backup, ownership, and operational readiness.
Communicate technical conditions, business impact, risks, and recommendations clearly to clients and internal stakeholders; coordinate with vendors, partners, carriers, and third-party support organizations.
Maintain working knowledge of the managed-services technology portfolio and pursue role-aligned learning and certifications.
Contribute technical input to client onboarding, assessments, service reviews, proposals, and scope validation.
Assist with after-hours maintenance and participate in the technical escalation rotation for critical client issues as required.
Promote disciplined incident, request, problem, change, configuration, knowledge, and continual-improvement practices.
Lead and develop assigned team members, provide clear expectations and coaching, and support appropriate team coverage.
Support healthy service desk and infrastructure operations through queue management, backlog control, clear ownership, and timely escalation.