Managed Services IT Lead – Manhattan Active

Bricz•, (Multiple States)

About The Position

Bricz is a supply chain solutions firm seeking a technically deep Managed Services IT Lead to own L3/L4 support for Manhattan Active Warehouse (MAWM) environments. This role requires deep platform knowledge to diagnose and fix complex issues, as well as leadership skills to manage a small support team and represent Bricz to clients. The ideal candidate is a Manhattan Active Warehouse expert with hands-on troubleshooting experience and the ability to mentor others. The role involves ensuring MAWM environments run optimally, resolving issues quickly, and preventing future problems. Bricz is a growing company with a culture that values ideas, execution, and collaboration, operating at the speed of client businesses.

Requirements

2-3+ years of hands-on, deep technical support experience with Manhattan Active Warehouse, 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.
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.

Nice To Haves

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.

Responsibilities

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 Active Warehouse, 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.