I.T. Services Manager

Company: PenTeleData

Shift: Monday-Friday, 8AM-5PM with availability for after-hours and on-call support

Pencor and its subsidiaries are Equal Opportunity Employers

PenTeleData, a leader in data transport, Internet, networking technologies, security and consultation services throughout Pennsylvania and New Jersey, is actively seeking an IT Services Manager to lead and oversee the IT Services department.

The I.T. Services Department provides data networking and computing related support services to SMB and enterprise customers across a wide range of environments, including small-to-medium business, large enterprise, hospitality, and public venues.

This role is a hands-on management position within a managed services environment, with direct involvement in leadership, prioritization, and escalation management. The IT Services Manager is responsible for the overall performance, quality, and delivery of services provided by the team.

While technical competency is required, this role is primarily focused on leadership, accountability and escalation management rather than serving as a primary technical implementer. Candidates should be comfortable spending a significant portion of their time on people management, coordination and issue prioritization rather than direct technical implementation.
 

This is a direct customer-facing position and requires strong communication, sound judgment and the ability to manage complex technical and business situations while balancing customer expectations, staff workload and organizational priorities.

General Responsibilities include but not limited to: 

• Providing leadership and oversight for remote and onsite customer support related to Microsoft virtual environments, cloud services, backups and other MSP offerings
• Acting as the primary escalation point for complex or high-impact technical and customer service issues with the responsibility for resolution strategy and customer communication
• Overseeing the design and implementation of LANs, Windows-based domains and related infrastructure, ensuring standards and best practices are followed
• Participating in pre-sales engagements to validate technical requirements, assess risk and ensure proposed solutions are operationally sound
• Coordinating with customer hardware & software vendors to identify, troubleshoot and resolve issues as needed
• Performing and overseeing project management activities including prioritization, scheduling and coordination of resources
• Ensuring accurate and timely documentation of service activities, configurations, inventory and customer information
• Conducting performance evaluations, coaching and disciplinary actions for IT Services staff as required
• Managing scheduling, on-call rotations and workload distribution for IT Services team
• Leading the introduction and operational integration of new IT Services offerings as market demands evolve
• Training, mentoring and developing IT Services staff to improve technical capabilities, consistency and service quality
• Collaborating closely with internal departments and upper management to align IT Services delivery with broader organizational goals
  
• Other duties as needed by upper management

Qualifications: 

• Established residency in Pennsylvania
• Valid PA Driver's License and good driving record
• Combination of formal education, industry experience and certifications, with demonstrated progression in responsibilities and scope over time
• Prior experience leading technical teams in a service-oriented environment, including responsibilities for staff oversight, performance management and escalation handling
• Previous experience working in or managing within a Managed Service Provider (MSP) or professional services environment
• Proven experience supporting and overseeing L2/L3 network environments in SMB and enterprise settings
• Industry certifications (Microsoft, Cisco, or equivalent) preferred, but practical experience and demonstrated leadership are valued over academic credentials alone
• Minimum of 5+ years supporting SMB and enterprise data and communication environments, preferably with a MSP or professional services organization
• Strong working knowledge of Microsoft-based infrastructure, including Active Directory, Windows Server and both hosted and on-prem applications
• Working knowledge of virtualization platforms and Microsoft cloud services sufficient to oversee design, troubleshooting and escalation (hands-on expertise a plus, but not required)
• Working knowledge of wireless network design, deployment and troubleshooting
• Broad understanding of products, technologies and services commonly deployed in SMB environments
• Strong Communications Skills - Oral and written, with the ability to clearly convey technical concepts to both technical and non-technical audiences
• Excellent Organizational and Time-Management Skills, with the ability to prioritize effectively in a fast-paced, dynamic service environment
• Ability to manage multiple concurrent issues, customers and priorities while maintaining attention to detail
• Ability to provide professional, composed customer service in high-pressure or escalated situations
• Ability to collaborate effectively with internal teams, vendors and upper management to align service delivery with business objectives

Recommended:

• Experience with backup, recovery and imaging technologies - including the ability to assess risk and validate recovery strategies
• Strong practical knowledge of server and infrastructure technologies, with the ability to evaluate design, troubleshoot escalations and guide technical staff in:
  • Windows Server environments
  • Active Directory and Group Policy
  • Exchange and Microsoft Office 365
  • Hyper-V and related MS virtualization technologies
• Working knowledge of VMware vSphere and vSAN environments - sufficient to oversee implementation and support efforts
• Working knowledge of Wi-Fi and LAN troubleshooting, testing and performance analysis
• Familiarity with network diagnostic tools and methodologies - including packet captures, traffic analysis and LAN troubleshooting equipment