Remote Manager, Managed Services & Cloud Ops

Edgewater Federal Solutions; Ballenger Creek (MD); 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

Flexible Spending Accounts

Pre-Tax 401K and/or After-Tax Roth IRA

Tuition and Technical Training Reimb.

Exercise Reimbursement

Computer Reimbursement

Employee Assistance Program

Job summary

Edgewater Federal Solutions is seeking a Manager, Managed Services Support (MSS) to lead the delivery and support of the MSS team for internal and external customers. This role oversees customer-facing infrastructure and technical support and may require on-site presence at Frederick, MD or Reston, VA for special operations.

The ideal candidate has 7+ years in IT operations/infrastructure, plus 2+ years of leadership, with strong cloud, networking, cybersecurity and end-user support expertise.

Qualifications

• 7+ years in IT operations, infrastructure, or managed services.
• 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 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 Google Workspace.
• 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.
• 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.
• 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.

Skills

Leadership

Communication

Stakeholder management

Customer relationships

Problem solving

IT operations

Education

Bachelor's degree in technology-related field

Tools

Microsoft 365

Azure

CloudFlare

Google Workspace

Job description

Edgewater Federal Solutions is seeking a Manager, Managed Services Support (MSS) to lead the delivery and support of the MSS team for internal and external customers. This role oversees customer-facing infrastructure and technical support and may require on-site presence at Frederick, MD or Reston, VA for special operations.

The ideal candidate has 7+ years in IT operations/infrastructure, plus 2+ years of leadership, with strong cloud, networking, cybersecurity and end-user support expertise.