Technology Services Manager

Dean Dorton•Louisville, KY

About The Position

The Managed Services Manager is responsible for the people, service delivery, client relationships, and operational performance of parts of Dean Dorton’s Managed Services team. The role leads technology professionals, oversees a portfolio of client environments, and ensures services are delivered consistently in accordance with client agreements, firm standards, and established service expectations. The Manager serves as a senior escalation point and trusted client advisor while developing team members, allocating resources, improving processes, and monitoring practice performance. The position leads day-to-day managed technology service delivery and helps clients maintain reliable and secure technology environments spanning servers, networks, cloud platforms, endpoints, identity systems, backups, and related infrastructure. It oversees service-management processes, proactive maintenance, client transitions, technology roadmaps, documentation, vendor relationships, and operational metrics. The Manager also contributes to practice leadership, financial and operational health, recruiting and development, service improvement, and business development. The role requires travel to Dean Dorton offices and day travel to client locations.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or a related field; equivalent relevant experience may be considered.
6–8+ years of progressive experience in managed services, technology consulting, infrastructure operations, systems administration, or a related field.
Demonstrated experience supervising technical professionals, developing team members, and coordinating the work of others.
Strong knowledge of server, network, cloud, endpoint, identity, backup, and security technologies used in small and midsized business environments.
Experience managing client-facing service delivery, escalations, service agreements, and operational performance metrics.
Ability to manage multiple clients, projects, priorities, and deadlines while maintaining quality and responsiveness.
Excellent written, verbal, presentation, relationship management, and problem-solving skills.

Nice To Haves

Experience with professional services automation, remote monitoring and management, ticketing, and documentation platforms.
Experience supporting technology roadmaps, budgets, lifecycle planning, and infrastructure projects.
Microsoft, Cisco, ITIL, CompTIA, or other relevant technical or service management certifications.

Responsibilities

Lead day-to-day delivery of managed technology services across a portfolio of clients and establish clear service standards.
Partner with clients to maintain reliable and secure technology environments, including servers, networks, cloud platforms, endpoints, identity systems, backups, and related infrastructure.
Serve as a senior escalation point and subject matter resource for complex technical issues, significant incidents, and recurring service challenges.
Oversee incident, problem, change, and service request processes; guide root-cause analysis and ensure corrective and preventive actions are completed.
Ensure proactive maintenance activities are completed, including monitoring, patching, backup verification, lifecycle management, capacity planning, and security hygiene.
Lead client onboarding, service transitions, and offboarding, ensuring technology, processes, responsibilities, and documentation are transferred effectively.
Develop and maintain client technology roadmaps, lifecycle plans, budgets, and recommendations aligned with business priorities.
Monitor compliance with client agreements, service scope, and response expectations; identify scope gaps, recurring issues, and service improvement opportunities.
Establish standards for ticket management, time entry, documentation, remote monitoring and management, and professional services automation platforms.
Use operational dashboards and service data to monitor response and resolution times, backlog, client satisfaction, recurring incidents, utilization, and other key performance indicators.
Lead resource and capacity planning, including workload assignment, scheduling, escalation coverage, and appropriate use of internal and external resources.
Manage key technology vendor and partner relationships and support decisions about licensing, procurement, renewals, and product standards.
Maintain accurate, current client documentation, including network diagrams, configurations, credentials, standards, procedures, and business continuity information.
Supervise, coach, and develop team members through clear expectations, feedback, performance discussions, and individualized development support.
Delegate and coordinate work according to client priorities, technical requirements, team capacity, and team members’ development needs.
Build and maintain trusted client relationships through proactive communication, responsiveness, transparency, and dependable follow-through.
Communicate technical information, service risks, and recommendations clearly to technical and non-technical audiences.
Lead calmly during client escalations, service disruptions, competing deadlines, and other high-pressure situations.
Hold team members accountable for quality, documentation, time entry, client commitments, and established processes.
Collaborate across Technology Consulting and other Dean Dorton service groups to provide integrated solutions and a consistent client experience.
Balance client satisfaction, technical risk, employee workload, contractual obligations, and firm resources using sound judgment.
Foster an inclusive, collaborative environment that encourages knowledge sharing, continuous learning, accountability, and professional growth.
Lead teams through operational changes and evolving technology needs with flexibility, clarity, and a focus on sustainable improvement.
Partner with Technology Consulting leadership to establish Managed Services priorities, operating goals, service standards, and continuous improvement initiatives.
Monitor the practice’s operational and financial health, including capacity, utilization, realization, profitability, client retention, and service quality.
Support recruiting, interviewing, onboarding, succession planning, and leadership development for the Managed Services team.
Improve and standardize service-delivery methodologies, workflows, templates, documentation, and technology tools across the practice.
Contribute to business development through discovery conversations, solution design, service scoping, proposals, presentations, and relationship building.
Evaluate emerging technologies and service opportunities that may strengthen client outcomes or expand Managed Services capabilities.
Maintain relevant professional and vendor certifications and promote technical training and knowledge sharing across the team.
Represent Dean Dorton through industry events, professional organizations, community involvement, and firm initiatives.