IT Manager MSP Service Delivery

Benefits

• 401(k)
• Health insurance
• Paid time off

AC4S Technologies is a Tampa based managed IT and cybersecurity company helping organizations operate securely, reliably, and efficiently.

We provide managed IT services, Microsoft 365 and Azure management, cybersecurity, network security, cloud solutions, desktop support, infrastructure services, and intelligent building technology.

Our clients rely on us as their technology partner. When something goes wrong, we take ownership, determine the cause, coordinate the right resources, communicate clearly, and drive the issue through resolution.

AC4S Technologies is seeking an experienced IT Manager to lead our technical service delivery team while remaining actively involved in complex technical work.

This is not a purely administrative management position.

The successful candidate will manage technicians, oversee the service desk, handle Tier 3 escalations, improve troubleshooting quality, enforce documentation standards, coordinate technology vendors, and ensure that every client issue has a clear owner, next step, and resolution path.

This person must be comfortable leading from the front. You must be able to coach a technician through a problem, review the work they completed, identify missed steps, communicate with the client, and personally take over an escalation when necessary.

The right candidate combines technical depth, operational discipline, leadership, customer service, accountability, and sound judgment.

• Lead the daily activities of help desk, systems administration, field service, and technical support personnel.
• Review ticket queues, priorities, service commitments, client impact, technician workload, and aged tickets.
• Assign clear ownership, priorities, deadlines, and next actions.
• Conduct regular individual coaching sessions, technical reviews, and performance discussions.
• Train technicians to follow structured troubleshooting processes instead of making assumptions or skipping steps.
• Ensure technicians understand the business impact of technical issues and communicate accordingly.
• Review technician recommendations before they are presented to clients when the situation involves significant cost, risk, downtime, or infrastructure changes.
• Participate in recruiting, interviewing, onboarding, training, and performance management.
• Build a culture of accountability, teamwork, curiosity, professionalism, and continuous improvement.

• Serve as the senior technical escalation point for complex client issues.
• Diagnose and resolve difficult problems involving Microsoft 365, Windows environments, cloud services, networks, firewalls, servers, endpoints, wireless systems, applications, voice services, and internet connectivity.
• Validate symptoms, gather evidence, test likely causes, isolate variables, and identify the root cause before recommending changes.
• Review recurring incidents and develop permanent corrective actions instead of relying on repeated temporary fixes.
• Participate directly in critical incidents, client outages, cybersecurity events, infrastructure failures, and service restoration efforts.
• Provide occasional support outside normal business hours when a critical client situation requires escalation.

• Oversee the quality and consistency of all client support services.
• Ensure tickets are acknowledged, prioritized, updated, escalated, and resolved according to client commitments.
• Confirm that technicians provide clients with clear explanations, current status, next steps, responsible parties, and expected follow up.
• Prevent tickets from remaining open without meaningful activity, communication, ownership, or escalation.
• Review reopened tickets, recurring incidents, unresolved problems, and client complaints.
• Identify patterns across the ticket queue and convert repeated problems into projects, standards, automations, checklists, or preventive maintenance activities.
• Improve response time, resolution time, ticket quality, client satisfaction, and technician effectiveness.
• Escalate significant risks to leadership with concise facts, business impact, options, and a recommended course of action.

• Act as a trusted technical leader for AC4S Technologies clients.
• Take ownership of client issues from initial report through confirmed resolution.
• Communicate calmly and clearly during outages, escalations, and high pressure situations.
• Explain technical issues in language that business leaders and end users can understand.
• Set realistic expectations and provide updates before clients need to request them.
• Ensure clients never receive unclear technical explanations that leave them asking what they are expected to do next.
• Avoid shifting responsibility to the client or another vendor before AC4S Technologies has completed reasonable troubleshooting and validated the cause.
• Confirm client satisfaction after significant incidents and service…