Manager, Managed Services Support

Embedded Shishya; United States; Hybrid; USD 115,000 - 125,000; Full time

Benefits offered by this job

Paid Time Off & Holiday Pay

Medical Insurance

Dental Insurance

Vision Insurance

Disability, Life Insurance, and AD&D

401K and/or Roth IRA

Job summary

Edgewater Federal Solutions seeks a Manager for Managed Services Support to lead delivery and support for internal and external customers. The role blends remote work with on-site duties at Frederick, MD or Reston, VA for special operations.

You will mentor technical teams, manage SLAs and KPIs, and drive automation with a focus on security compliance and customer value.

Qualifications

• Bachelor's degree in a technology related field or equivalent combo of education, experience, and leadership/technical certifications.
• 7+ years of IT operations, infrastructure, or managed services experience; 10+ years if no Bachelor's.
• 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.

Responsibilities

• Lead the day-to-day delivery and support of managed IT services for internal and external customers.
• Create and administer Microsoft 365 and Azure tenants.
• Create and administer CloudFlare security services.
• Create and administer Google Workspace.

Skills

Leadership

Cloud technologies

Networking

Cybersecurity

Customer relationship management

SLA management

Education

Bachelor's degree in technology

Tools

ITIL Foundation

PMP

CISSP

Azure cert

Job description

Overview

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 infrastruucture 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.

Responsibilities

Service Delivery & Operations

• 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 GooglefEnterprise Workspaces.

Leadership & Talent Management

• 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.

Client & Stakeholder Management

• 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.

Technology & Strategic Planning

• 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.

Qualifications

• 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.

Preferred Qualifications

• 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.

Compensation

Compensation: $115,000 - $125,000K

Additional benefits include:

• Paid Time Off & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts
• Pre-Tax 401K and/or After-Tax Roth IRA (with employer matching contribution)
• Tuition and Technical Training Reimbursement
• Exercise Reimbursement
• Computer Reimbursement
• Employee Assistance Program

Physical Demands:

• While performing the duties of this job, the employee is regularly required to talk or hear.
• Possess the ability to fulfill any and all office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies.
• The employee must occasionally lift and/or move up to fifteen (15) pounds.
• Fine hand manipulation (keyboarding).

Work Environment:

• May work prolonged or irregular hours.
• The noise level in the work environment is usually moderate.
• Exposure to general office conditions while conducting office duties.

Working at Edgewater Federal Solutions:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services, and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Companies since 2018.

Edgewater Federal Solutions is an Equal Opportunity Employer. It has been and continues to be our policy to provide equal employment to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, disability, marital status, veteran status and/or other status protected by applicable law.