Managed IT Manager

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.

Your work will include, but not be limited to:

• 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.

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…