Managed IT Manager

Plante & Moran, PLLC; Denver (CO); On-site; USD 111,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Flexible Time Off

401(k) plan

Pension plan

Discretionary bonus

Travel expense reimbursement

Job summary

Plante Moran in Denver, CO is seeking a seasoned leader to supervise staff consultants and serve as the main client contact. You will oversee technical service delivery, ensuring SLAs are met and clients receive high-quality support, while collaborating with our Managed IT team to tailor MSP solutions.

You will guide the team through complex issues, drive service improvements, and manage projects from initiation to completion.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business, Marketing, or a related field.
• Proven experience (typically 5-10 years) in technical support, service desk roles, or account management within the IT services or managed services industry.
• Strong technical knowledge of desktop operating systems, hardware, software applications, networking concepts, and various IT domains.
• Excellent leadership and team management skills, with the ability to motivate and inspire team members.
• Exceptional problem-solving and analytical abilities to handle complex technical issues and escalations.
• Excellent communication and interpersonal skills, with the ability to interact with clients and colleagues at all levels of the organization.
• Ownership-centric mindset with a focus on delivering high-quality service and maintaining client satisfaction aligning with the firm and consulting expectations.
• Proficiency in CRM software and account management tools to manage client relationships and track interactions.
• Knowledge of IT service management frameworks (e.g., ITIL) and best practices.
• Technical certifications (e.g., PMP or CompTIA Project+) and IT certifications (e.g., CCNA, MCSE, AWS, CompTIA Security+) are advantageous.
• Ability to lift and transport moderately heavy objects, such as computers and peripherals.
• Local and domestic travel will be required, on occasion.
• This is an exempt position, so you may have to work hours that exceed the standard 40-hour work week.

Responsibilities

• Lead and supervise the staff consultants, ensuring timely and effective issue resolution.
• Serve as the primary point of contact for assigned clients, fostering strong relationships and delivering exceptional customer service.
• Oversee technical service delivery to clients, ensuring SLAs are met and high-quality support is consistently provided.
• Collaborate with internal Managed IT team members and our clients to design and implement customized managed service solutions that meet clients' goals and expectations.
• Conduct regular meetings and check-ins with clients to provide updates, review service performance, and address any concerns.
• Provide technical guidance and expertise to the team, assisting with complex technical issues and escalations.
• Drive continuous improvement initiatives to enhance service delivery processes and increase client satisfaction.
• Manage client projects from initiation to completion, ensuring successful implementation of managed services and technology solutions.
• Develop and maintain technical documentation standards, knowledge base articles, and standard operating procedures.
• Stay updated on industry trends and emerging technologies to ensure the service desk remains at the forefront of technical support.

Skills

Leadership

Client relations

Problem solving

Communication

Technical knowledge

CRM proficiency

ITIL knowledge

Travel willingness

Team management

Exempt work ethic

Education

Bachelor's degree in CS/IT/Business/Marketing

Tools

CRM software

ITIL framework

PMP / Project+

CCNA

MCSE

AWS

CompTIA Security+

Job description

Count on us. Our \"we-care\" culture is more than just a motto; it's a promise. From day one, we prioritize your growth, well-being, and success. You can count on us to support your career journey and help you achieve your professional goals. Join us.

Your role.

• Lead and supervise the staff consultants, ensuring timely and effective issue resolution.
• Serve as the primary point of contact for assigned clients, fostering strong relationships and delivering exceptional customer service.
• Oversee technical service delivery to clients, ensuring SLAs are met and high-quality support is consistently provided.
• Collaborate with internal Managed IT team members and our clients to design and implement customized managed service solutions that meet clients' goals and expectations.
• Conduct regular meetings and check-ins with clients to provide updates, review service performance, and address any concerns.
• Provide technical guidance and expertise to the team, assisting with complex technical issues and escalations.
• Drive continuous improvement initiatives to enhance service delivery processes and increase client satisfaction.
• Manage client projects from initiation to completion, ensuring successful implementation of managed services and technology solutions.
• Develop and maintain technical documentation standards, knowledge base articles, and standard operating procedures.
• Stay updated on industry trends and emerging technologies to ensure the service desk remains at the forefront of technical support.

The qualifications.

• Bachelor's degree in Computer Science, Information Technology, Business, Marketing, or a related field.
• Proven experience (typically 5-10 years) in technical support, service desk roles, or account management within the IT services or managed services industry.
• Strong technical knowledge of desktop operating systems, hardware, software applications, networking concepts, and various IT domains.
• Excellent leadership and team management skills, with the ability to motivate and inspire team members.
• Exceptional problem-solving and analytical abilities to handle complex technical issues and escalations.
• Excellent communication and interpersonal skills, with the ability to interact with clients and colleagues at all levels of the organization.
• Ownership-centric mindset with a focus on delivering high-quality service and maintaining client satisfaction aligning with the firm and consulting expectations.
• Proficiency in CRM software and account management tools to manage client relationships and track interactions.
• Knowledge of IT service management frameworks (e.g., ITIL) and best practices.
• Technical certifications (e.g., PMP or CompTIA Project+) and IT certifications (e.g., CCNA, MCSE, AWS, CompTIA Security+) are advantageous.
• Ability to lift and transport moderately heavy objects, such as computers and peripherals.
• Local and domestic travel will be required, on occasion.
• This is an exempt position, so you may have to work hours that exceed the standard 40-hour work week.

What makes us different?

On the surface, we’re one of the nation’s largest audit, tax, consulting, and wealth management firms. But dig a little deeper, and you’ll see what makes us different: we’re a relatively jerk‑free firm (hey, nobody ’s perfect) with a world‑class culture, consistent recognition as one of Fortune Magazine’s \"100 Best Companies to Work For\", and an endless array of opportunities.

At Plante Moran, diversity, equity and inclusion means that all staff members have equitable and fair opportunities to succeed, in an inclusive environment, with their individual, unique identities. So, what are you waiting for?

Plante Moran enjoys a “Workplace for Your Day” model which, simply put, means we strive for flexibility and balance while staying true to our principally in‑person model. We believe that face‑to‑face interactions are paramount for individual and collective development, but also encourage individuals to work with their supervisor and team to determine their optimal working environment each day.

Plante Moran is committed to a diverse workplace. We strive to create a culture where each person feels accepted and valued. We believe that each person’s ultimate potential begins with first acknowledging their inherent dignity. When we can recognize — and celebrate — our many human differences, we’re able to create a workplace where all staff feel a sense of belonging and an opportunity to succeed. This allows us to attract and retain the best talent, serve clients through diverse thinking, and better represent and support the various communities in which we live and work.

Plante Moran is an Equal Opportunity Employer. Plante Moran maintains a drug‑free workplace. Candidates must be legally authorized to work in the United States without sponsorship, with the exception of qualified candidates who are bilingual in either Japanese and English or Chinese and English. Under Colorado’s Job Application Fairness Act, you have the right to redact, from any documents that you submit in connection with your application, information that identifies your age, date of birth, or dates of attendance at or graduation from an educational institution. Should you wish to exercise your right to redact such information, please redact it prior to submitting documentation.

We are pleased to offer eligible staff a robust benefits package. Highlights include health, dental, vision, disability, and life insurance. In addition to this, eligible staff are able to take advantage of our Flexible Time Off and various pre‑determined holidays, as well as a 401(k) plan, flexible benefits plans, business‑related travel expense, lodging, and meal reimbursement for business‑related use. A pension plan is also available for eligible administrative and paraprofessional staff. A discretionary bonus plan is available for eligible staff. Plante Moran also offers some contingent staff positions the option to elect health insurance in addition to limited paid sick time.

The compensation range reflects the base salary we reasonably expect to pay for this position across our offices in the following regions: CO, IL, OH, and MA. Please review the position description for the applicable geographic location. Generally, experienced hires are not hired at or near the maximum salary range, as compensation decisions take into account a wide variety of factors, including but not limited to: responsibilities, education, experience, knowledge, skills, and geography. For early career roles, including campus hires, we offer standardized, market‑based starting salaries among individuals within the same hiring group. This approach ensures fairness and reflects current industry benchmarks for entry‑level talent.

Under Colorado’s Job Application Fairness Act, you have the right to redact, from any documents that you submit in connection with your application, information that identifies your age, date of birth, or dates of attendance at or graduation from an educational institution. Should you wish to exercise your right to redact such information, please redact it prior to submitting documentation. The compensation range for this role in CO, IL, OH, and MA is: $110,500-$130,000 #LI-CD1.

This application window is a good‑faith estimate of the time that this posting will remain open. This deadline will be promptly updated if the deadline is extended. Our founders often referred to our firm as “a people firm disguised as an accounting firm.” Why? Because people are at the core of everything we do, and our firm was built on values and principles that support this philosophy to this day.