Technology Services Manager

Dean Dorton’s team makes up one of the largest advisory firms in the United States. We thrive when you thrive! We are here to help you succeed in every step of your development and career as you work with nationally recognized experts in a recognized best place to work.

Our core values guide how we work, lead, and support one another every day. They are:

• Integrity
  - We do the right thing, integrity guides our decisions.
• Relationships
  - We value people, relationships drive our impact.
• Collaboration
  - We win as one team, collaboration fuels our success.
• Growth
  - We stay curious, growth is our mindset

Dean Dorton’s Infrastructure & Managed Services team provides comprehensive technology support and infrastructure management for clients across diverse industries. Acting as a true IT partner, we deliver secure, scalable, and strategic solutions that align with each client’s operational goals. From day-to-day support to long-term planning, we help businesses operate more efficiently and confidently through reliable, best-in-class technology services.

The Managed Services Manager is responsible for the people, service delivery, client relationships, and operational performance of parts of the Managed Services team. This role leads a team of technology professionals, oversees a portfolio of client environments, and ensures services are delivered consistently in accordance with client agreements, firm standards, and established service expectations.

The Manager serves as a senior escalation point and trusted client advisor while also developing team members, allocating resources, improving processes, and monitoring the metrics that support a healthy and scalable practice.

Definition: your specialized knowledge & expertise associated with the work you perform for/with clients (note: clients may be internal to Dean Dorton).

• Lead the day-to-day delivery of managed technology services across a portfolio of clients, establishing clear service standards and ensuring work is completed accurately, efficiently, and consistently.
• Partner with clients to maintain reliable and secure technology environments, including servers, networks, cloud platforms, endpoints, identity systems, backups, and related infrastructure.
• Serve as a senior escalation point and subject matter resource for complex technical issues, significant incidents, and recurring service challenges.
• Oversee incident, problem, change, and service request processes; guide root-cause analysis and ensure appropriate corrective and preventive actions are completed.
• Ensure proactive maintenance activities are completed, including monitoring, patching, backup verification, lifecycle management, capacity planning, and security hygiene.
• Lead client onboarding, service transitions, and offboarding activities, ensuring technology, processes, responsibilities, and documentation are transferred effectively.
• Develop and maintain client technology roadmaps, lifecycle plans, budgets, and recommendations that align technology investments with business priorities.
• Monitor compliance with client agreements, service scope, and response expectations; identify scope gaps, recurring issues, and opportunities to improve service delivery.
• Establish standards for ticket management, time entry, documentation, remote monitoring and management, and professional services automation platforms.
• Use operational dashboards and service data to monitor response and resolution times, backlog, client satisfaction, recurring incidents, utilization, and other key performance indicators.
• Lead resource and capacity planning, including workload assignment, scheduling, escalation coverage, and appropriate use of internal and external resources.
• Manage…