Microsoft Cloud Managed Service Manager

Quick USA Inc.; New York (NY); On-site; USD 140,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

PTO

Retirement plan

Job summary

Quick USA Inc. in New York is seeking a Microsoft Cloud Managed Services Manager to lead end-to-end delivery and day-to-day management of Microsoft cloud services across Entra ID, Microsoft 365, and Intune.

In this role, you will coordinate service desk, engineering, security, and vendor resources to ensure reliable, high-quality service delivery. You will also oversee project management activities across cost, time, and scope parameters to support strategic initiative implementation and

Qualifications

• 5–8+ years in IT service management or cloud operations.
• 3+ years in a Service Manager, Service Delivery Manager, or customer-facing IT leadership role.
• Hands-on familiarity with Microsoft 365 (Exchange, Teams, SharePoint), Entra ID, and Intune.
• Strong knowledge of ITSM frameworks (Incident, Problem, Change, SLA) and ticketing platforms (ServiceNow, Jira Service Management, Zendesk).
• Experience managing customer escalations, major incidents, SLA/KPI metrics, vendor coordination, and multi-tier support teams (L1–L3/SOC).
• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or equivalent practical experience.
• Experience in an MSP, consulting firm, or Systems Integrator (SI) environment preferred.
• ITIL Foundation or higher certification, PMP, or relevant Microsoft certifications (Microsoft 365, Security, Azure) preferred.
• Japanese language proficiency is preferred.

Responsibilities

• Lead end-to-end managed service delivery for Entra ID, Microsoft 365, and Intune.
• Serve as primary contact for service-related matters, building relationships with customers and internal stakeholders.
• Coordinate incident resolution, customer escalations, Microsoft Support, and third-party vendors.
• Establish operational controls, service reviews, runbooks, documentation, and change management governance.
• Monitor service workload, operational costs, resource utilization, and SLA performance; generate monthly service delivery reports.
• Identify operational, security, and capacity risks, ensuring escalation to Security/SOC and driving continuous service improvement.
• Develop detailed project plans, define scope, timelines, and resource needs, and manage project budgets from initiation through completion.
• Lead quality assurance and change control processes across project teams to ensure aligned business outcomes.

Skills

IT service management

Customer-facing leadership

Vendor coordination

Incident management

Cloud operations

Education

Bachelor’s degree in Information Technology or related field

Tools

Microsoft 365

Entra ID

Intune

ServiceNow

Jira Service Management

Zendesk

Job description

Position

Microsoft Cloud Managed Services Manager

Summary

We are seeking a dedicated Microsoft Cloud Managed Services Manager to lead the end-to-end delivery and day-to-day management of Microsoft Cloud Managed Services across Entra ID, Microsoft 365, and Intune. In this role, you will coordinate service desk, engineering, security, and vendor resources to ensure reliable, high-quality service delivery. You will also oversee project management activities across cost, time, and scope parameters to support strategic initiative implementation and maintain sustainable service growth.

Essential Duties

• ・Lead end-to-end managed service delivery for Entra ID, Microsoft 365, and Intune while maintaining overall quality and consistency.
• ・Serve as the primary point of contact for service-related matters, building strong relationships with customers and internal stakeholders.
• ・Coordinate critical incident resolution, customer escalations, Microsoft Support, and third-party vendors.
• ・Establish operational controls, service reviews, runbooks, documentation, and change management governance.
• ・Monitor service workload, operational costs, resource utilization, and SLA performance; generate monthly service delivery reports.
• ・Identify operational, security, and capacity risks, ensuring escalation to Security/SOC and driving continuous service improvement.
• ・Develop detailed project plans, define scope, timelines, and resource needs, and manage project budgets from initiation through completion.
• ・Lead quality assurance and change control processes across project teams to ensure aligned business outcomes.

Working Location

New York, NY

Salary / Benefit

• $140K~150K
• Health, Dental, Vision insurance
• PTO
• Retirement plan

Holidays

Weekends, Holidays

Qualifications

• ・5–8+ years of experience in IT service management, managed services, cloud operations, or IT service delivery.
• ・3+ years of experience in a Service Manager, Service Delivery Manager, Managed Services Manager, or customer-facing IT leadership role.
• ・Hands-on familiarity with Microsoft 365 (Exchange, Teams, SharePoint), Entra ID (MFA, Conditional Access, Identity), and Intune (Device Enrollment, Compliance, Security Baselines).
• ・Strong knowledge of IT Service Management (ITSM) frameworks (Incident, Problem, Change, SLA) and ticketing platforms (ServiceNow, Jira Service Management, Zendesk).
• ・Demonstrated experience managing customer escalations, major incidents, SLA/KPI metrics, vendor coordination, and multi-tier support teams (L1–L3/SOC).
• ・Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or equivalent practical experience.
• ・Experience in an MSP, consulting firm, or Systems Integrator (SI) environment preferred.
• ・ITIL Foundation or higher certification, PMP, or relevant Microsoft certifications (Microsoft 365, Security, Azure) preferred.
• ・Japanese language proficiency is preferred.