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Technology Services Manager
Dean Dorton. Lead the day-to-day delivery of managed technology services across a portfolio of clients .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing technology services, client relationships, and operational performance while leading teams and ensuring service quality. Proficient in developing technology roadmaps, overseeing service delivery, and implementing continuous improvement initiatives.
Highest-signal resume keywords
Managed Services ExperienceClient-Facing Service DeliveryTeam Leadership and DevelopmentOperational Performance MetricsTechnical Certifications
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Infrastructure OperationsSystems AdministrationTechnology RoadmapsLifecycle PlanningIncident ManagementProblem ManagementChange ManagementService Request ProcessesCapacity PlanningSecurity Technologies
Soft Skills
Relationship ManagementProblem-SolvingCommunication SkillsCoaching and MentoringCollaboration
Tools & Technologies
Remote Monitoring and Management ToolsProfessional Services Automation PlatformsIT Service Management PlatformsMicrosoft 365Microsoft Office Suite
Certifications & Qualifications
Microsoft CertificationsCisco CertificationsITIL CertificationCompTIA Certifications
Industry Keywords
Managed Technology ServicesCloud PlatformsEndpoint SecurityBackup SolutionsService AgreementsOperational DashboardsClient SatisfactionService QualityContinuous ImprovementTechnology Consulting
Tech Stack
Tools & technologiesCloudITSM
About the role
Key responsibilities & impact- Lead the day-to-day delivery of managed technology services across a portfolio of clients
- 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, including monitoring, patching, backup verification, lifecycle management, capacity planning, and security hygiene
- Lead client onboarding, service transitions, and offboarding activities
- Develop and maintain client technology roadmaps, lifecycle plans, budgets, and recommendations
- Monitor compliance with client agreements, service scope, and response expectations
- Establish standards for ticket management, time entry, documentation, remote monitoring and management, and professional services automation platforms
- Monitor operational dashboards and service data, including response and resolution times, backlog, client satisfaction, recurring incidents, utilization, and other KPIs
- Lead resource and capacity planning, workload assignment, scheduling, escalation coverage, and use of internal and external resources
- Manage technology vendor and partner relationships and support licensing, procurement, renewals, and product standards
- Maintain accurate client documentation, including network diagrams, configurations, credentials, standards, procedures, and business continuity information
- Supervise, coach, and develop Managed Services team members
- Delegate and coordinate work based on client priorities, technical requirements, team capacity, and development needs
- Build and maintain trusted client relationships through proactive communication and dependable follow-through
- Communicate complex technical information, service risks, and recommendations in clear business language
- Lead 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
- Foster an inclusive, collaborative environment supporting knowledge sharing, continuous learning, accountability, and professional growth
- Establish Managed Services priorities, operating goals, service standards, and continuous improvement initiatives
- Monitor operational and financial health, including capacity, utilization, realization, profitability, client retention, and service quality
- Support recruiting, interviewing, onboarding, succession planning, and leadership development
- Improve and standardize service-delivery methodologies, workflows, templates, documentation, and technology tools
- Contribute to business development through discovery conversations, solution design, service scoping, proposals, presentations, and relationship building
- Evaluate emerging technologies and service opportunities
- Maintain relevant professional and vendor certifications and promote technical training and knowledge sharing
- Represent Dean Dorton through industry events, professional organizations, community involvement, and firm initiatives
Requirements
What you’ll need- Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or a related field required; 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 required
- Demonstrated experience supervising technical professionals, developing team members, and coordinating the work of others required
- 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 required
- Demonstrated ability to manage multiple clients, projects, priorities, and deadlines while maintaining quality and responsiveness
- Experience with professional services automation, remote monitoring and management, ticketing, and documentation platforms preferred
- Experience supporting technology roadmaps, budgets, lifecycle planning, and infrastructure projects preferred
- Microsoft, Cisco, ITIL, CompTIA, or other relevant technical or service management certifications preferred
- Excellent written, verbal, presentation, relationship management, and problem-solving skills required
- Microsoft 365 and Microsoft Office Suite (Excel, Word, Outlook, Teams)
- Remote Monitoring and Management (RMM) tools
- Endpoint security, backup, and IT Service Management (ITSM) platforms (e.g., ConnectWise, Autotask)
- Project management and documentation tools
- Travel to Dean Dorton offices and day travel to client locations required
Benefits
Comp & perks- Flexible work schedules and environment
- Unlimited Paid Time Off (PTO)
- Paid family leave, medical leave, and maternity/paternity leave programs
- Retirement benefits, including a best-in-class employer match and automatic profit sharing
- Telemedicine
- Mental health resources
- Wellness program reimbursement