Manager, IT Service Delivery

Vertex Education•Chandler, AZ

About The Position

As the Manager of IT Service Delivery for Vertex Support Services, you will directly advance our mission of changing lives through education by serving as the ultimate technical backbone and trusted partner for our external client schools. Operating as a highly capable department of one (to start), you will anchor our IT operations by balancing deep, hands-on incident resolution with highly customized, empathetic support tailored to the unique culture of each educational environment. You will act as the final escalation point for critical infrastructure outages—personally navigating complex systems like Cisco Meraki and Microsoft Entra ID while simultaneously directing contracted labor—and concurrently designing long-term architectural roadmaps. Success in this role requires a hyper-productive technical expert who rejects rigid, impersonal policies in favor of high-touch communication, actively pilots innovative technologies, and ultimately ensures every school leader feels supported, heard, and technically empowered.

Requirements

5+ years of experience in IT service delivery, systems administration, or network engineering, acting as the definitive technical escalation point for critical infrastructure outages.
Demonstrated ability to deliver highly empathetic, bespoke IT support to external clients, ensuring non-technical leaders feel heard and supported during disruptions.
Deep hands-on expertise managing and troubleshooting network infrastructure and hardware, specifically Cisco Meraki, Ubiquiti UniFi, and Dell PowerEdge servers.
Strong proficiency configuring and managing Identity and Access Management (IAM) deployments, including Microsoft Entra ID, Google Workspace Admin, and Okta.
Experience leveraging ITSM and Remote Monitoring and Management (RMM) platforms, such as HubSpot and Connectwise, to triage and resolve daily ticket backlogs.
Proven track record of directing third-party contractors to execute on-site physical infrastructure tasks while concurrently managing remote technical resolutions.
Experience drafting standard operating procedures (SOPs), custom service catalogs, and comprehensive long-term architecture documentation from scratch in platforms like IT Glue or SharePoint.

Nice To Haves

Prior experience working in an IT managed service provider (MSP) environment or directly supporting external K-12 educational institutions.
Relevant professional certifications in networking (e.g., CCNA, Meraki CMNA) or identity and cloud management (e.g., Microsoft Certified: Identity and Access Administrator).
Experience designing departmental blueprints or preparing structural plans to prepare for future team expansion beyond a solo contributor model.

Responsibilities

Serve as the final technical escalation point for critical infrastructure outages, directly diagnosing and resolving complex server, network, and identity access issues.
Provide immediate, hands-on troubleshooting during severe technology failures to rapidly restore essential school services across client environments.
Monitor network health proactively using tools like Connectwise and PRTG Network Monitor to identify and address physical and virtual infrastructure warnings.
Manage complex configurations within Cisco Meraki, Ubiquiti UniFi, and Dell PowerEdge server environments during daily operations and emergency events.
Communicate directly with external school principals and staff during technical disruptions to provide empathetic, reassuring updates and preserve client trust.
Regularly meet with clients to address issues proactively.
Translate complex technical problems and root cause analyses into clear, non-technical language for external school stakeholders during post-incident reviews.
Gather qualitative feedback from school leadership through continuous high-touch engagement to adapt and refine daily IT support procedures.
Document long-term IT infrastructure roadmaps and identity management deployment models for client schools utilizing IT Glue and SharePoint.
Evaluate and run simulated or live pilots of emerging technologies, such as AI-driven support bots, within willing client environments to test operational viability.
Administer and structure Identity and Access Management (IAM) platforms, including Microsoft Entra ID, Google Workspace Admin, and Okta, tailored to specific school needs.
Analyze current external client infrastructure configurations to outline transition plans that shift reactive break-fix environments into proactive, engineered networks.
Triage, manage, and personally resolve daily helpdesk tickets within Hubspot, actively balancing the immediate elimination of ticket backlogs with long-term design responsibilities.
Direct and coordinate the daily activities of contracted third-party labor to handle physical on-site infrastructure requests and bridge operational capacity gaps.
Execute concurrent technical resolutions by managing remote troubleshooting sessions while simultaneously dispatching and instructing on-site vendor technicians.
Draft structural blueprints and operational plans to design the future organizational chart for the Vertex Support Services IT department.