Manager, Managed Services Support

Edgewater Federal Solutions•Frederick, MD

1d•Hybrid

About The Position

The Manager, Managed Services Support (MSS) is responsible for leading the delivery and support of the MSS team for internal and external customers. This position oversees customer facing infrastructure and technical support and any future members of the MSS team. The ideal candidate can work remotely but may be needed on-site at the Frederick MD or Reston VA offices for special operations.

Requirements

Bachelor's degree in a technology related field; or an equivalent combination of education, relevant experience, and leadership or technical certifications.
7+ years of IT operations, infrastructure, or managed services experience; in lieu of a Bachelors must have 10+ years of IT operations experience.
2+ years of leadership experience managing technical teams.
Strong understanding of cloud technologies, networking, cybersecurity, and end-user support.
Experience managing SLAs, KPIs, and operational metrics.
Excellent communication, problem-solving, and customer relationship management skills.

Nice To Haves

ITIL Foundation or higher certification.
PMP, CISSP, Microsoft Certified, AWS, Azure, or related certifications.
Master's degree in Information Technology, Business, or related field.
Experience leading managed service provider (MSP) environments.
Experience managing within the constraints of industry compliance standards.

Responsibilities

Lead the day-to-day delivery and support of managed IT services for internal and external customers.
Creation and administration of Microsoft 365 and Azure tenants.
Creation and administration of CloudFlare security services.
Creation and administration of Google Workspace.
Mentor, manage, and develop technical and service delivery professionals.
Establish performance expectations and accountability measures for team members.
Conduct performance reviews and support employee development planning.
Foster a collaborative, customer-focused culture emphasizing continuous improvement.
Serve as the primary escalation point for service-related issues.
Build strong relationships with customers, business leaders, vendors, and technology partners.
Conduct regular service reviews and communicate operational performance metrics.
Identify opportunities for service expansion, automation, and enhanced customer value.
Partner with IT leadership on infrastructure, cloud, cybersecurity, and digital transformation initiatives.
Evaluate emerging technologies and recommend improvements to service delivery models.
Drive automation, monitoring, and proactive support capabilities.
Ensure compliance with security, regulatory, and governance requirements.