IT Vortex
Lead Manager of Information Technology & Client Solutions
IT Vortex, Paramus, New Jersey, us, 07653
Lead Manager of Information Technology & Client Solutions
This range is provided by IT Vortex. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $100,000.00/yr - $120,000.00/yr
Direct message the job poster from IT Vortex
Job Summary The Lead Manager of Information Technology & Client Solutions is responsible for directing IT Vortex’s technical service delivery across our Cloud Service Provider (CSP) and Managed Service Provider (MSP) offerings. This role oversees a team of 8–10 engineers, manages client engagements, ensures SLA adherence, and drives the successful completion of projects.
The ideal candidate is a strategic leader and hands-on manager who thrives in a fast-paced MSP/CSP environment, balancing internal team oversight with external client interaction. This position requires strong technical expertise, proven project management skills, and the ability to build lasting client relationships while maintaining the highest levels of service delivery.
Key Responsibilities
Client Engagement & Service Delivery
Act as a senior escalation point for client accounts, ensuring SLA performance and exceptional customer satisfaction.
Align IT Vortex’s solutions with client business goals, presenting value-driven roadmaps and technology recommendations.
Conduct regular client reviews, including SLA reporting, project updates, and proactive improvement planning.
Partner with clients on complex initiatives such as cloud migrations, disaster recovery, and infrastructure modernization.
Lead, mentor, and manage a team of 8–10 engineers (system admins, network engineers, and help desk technicians).
Oversee engineer scheduling, time tracking, workload distribution, and on-call coverage to meet SLA commitments.
Provide coaching, conduct performance reviews, and implement professional development plans.
Foster a culture of accountability, collaboration, and continuous improvement within the engineering team.
Project & Operational Management
Plan and oversee client-facing IT projects, ensuring on-time, on-budget delivery.
Coordinate cross-functional resources and establish project milestones and deliverables.
Ensure proper documentation of client environments in IT Glue and adherence to IT Vortex MSP standards.
Identify and implement process improvements to streamline project execution and service operations.
Infrastructure & Security Oversight
Provide leadership in the design, implementation, and support of infrastructure, cloud, and network solutions.
Enforce strong security practices, ensuring compliance with ISO, SOC, HIPAA, and industry best practices.
Oversee proactive monitoring, issue resolution, and capacity planning for client and internal environments.
Manage vendor and technology partner relationships to enhance client outcomes and service delivery.
Qualifications Education
Bachelor’s degree in Information Technology, Computer Science, or related field.
Advanced certifications (PMP, ITIL, VMware VCP, Microsoft, CISSP) strongly preferred.
Experience
5–7 years of IT experience, with at least 2–3 years in a leadership role in a CSP/MSP environment.
Demonstrated success in managing engineering teams and multiple client environments simultaneously.
Proven track record of SLA management, project delivery, and client relationship building.
Skills
Strong leadership, scheduling, and resource management abilities.
Excellent communication skills with a client-centric mindset.
Deep technical expertise across VMware, cloud platforms (AWS, Azure), and networking/security.
Skilled in project management, budgeting, and process optimization.
Ability to balance day-to-day operations with long-term strategic initiatives.
In the office every day when not visiting client sites or datacenters.
Occasional travel to client sites and datacenters.
Participation in on-call escalation rotations.
Benefits: 401(k), Medical, Dental, and Vision insurance, Paid time off, Professional development and certification support
EEO statements and related disclosures are available as required by law.
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Base pay range $100,000.00/yr - $120,000.00/yr
Direct message the job poster from IT Vortex
Job Summary The Lead Manager of Information Technology & Client Solutions is responsible for directing IT Vortex’s technical service delivery across our Cloud Service Provider (CSP) and Managed Service Provider (MSP) offerings. This role oversees a team of 8–10 engineers, manages client engagements, ensures SLA adherence, and drives the successful completion of projects.
The ideal candidate is a strategic leader and hands-on manager who thrives in a fast-paced MSP/CSP environment, balancing internal team oversight with external client interaction. This position requires strong technical expertise, proven project management skills, and the ability to build lasting client relationships while maintaining the highest levels of service delivery.
Key Responsibilities
Client Engagement & Service Delivery
Act as a senior escalation point for client accounts, ensuring SLA performance and exceptional customer satisfaction.
Align IT Vortex’s solutions with client business goals, presenting value-driven roadmaps and technology recommendations.
Conduct regular client reviews, including SLA reporting, project updates, and proactive improvement planning.
Partner with clients on complex initiatives such as cloud migrations, disaster recovery, and infrastructure modernization.
Lead, mentor, and manage a team of 8–10 engineers (system admins, network engineers, and help desk technicians).
Oversee engineer scheduling, time tracking, workload distribution, and on-call coverage to meet SLA commitments.
Provide coaching, conduct performance reviews, and implement professional development plans.
Foster a culture of accountability, collaboration, and continuous improvement within the engineering team.
Project & Operational Management
Plan and oversee client-facing IT projects, ensuring on-time, on-budget delivery.
Coordinate cross-functional resources and establish project milestones and deliverables.
Ensure proper documentation of client environments in IT Glue and adherence to IT Vortex MSP standards.
Identify and implement process improvements to streamline project execution and service operations.
Infrastructure & Security Oversight
Provide leadership in the design, implementation, and support of infrastructure, cloud, and network solutions.
Enforce strong security practices, ensuring compliance with ISO, SOC, HIPAA, and industry best practices.
Oversee proactive monitoring, issue resolution, and capacity planning for client and internal environments.
Manage vendor and technology partner relationships to enhance client outcomes and service delivery.
Qualifications Education
Bachelor’s degree in Information Technology, Computer Science, or related field.
Advanced certifications (PMP, ITIL, VMware VCP, Microsoft, CISSP) strongly preferred.
Experience
5–7 years of IT experience, with at least 2–3 years in a leadership role in a CSP/MSP environment.
Demonstrated success in managing engineering teams and multiple client environments simultaneously.
Proven track record of SLA management, project delivery, and client relationship building.
Skills
Strong leadership, scheduling, and resource management abilities.
Excellent communication skills with a client-centric mindset.
Deep technical expertise across VMware, cloud platforms (AWS, Azure), and networking/security.
Skilled in project management, budgeting, and process optimization.
Ability to balance day-to-day operations with long-term strategic initiatives.
In the office every day when not visiting client sites or datacenters.
Occasional travel to client sites and datacenters.
Participation in on-call escalation rotations.
Benefits: 401(k), Medical, Dental, and Vision insurance, Paid time off, Professional development and certification support
EEO statements and related disclosures are available as required by law.
#J-18808-Ljbffr