IT Manager

XceedIT is a growing North Carolina-based managed IT services company providing IT support, cybersecurity, cloud, and consulting services to small and midsized businesses. We are seeking an experienced, hands-on IT Manager to oversee client service delivery, manage and support our technical team, lead projects, and resolve advanced technical issues. This is not a desk-only management position. The right candidate will be comfortable managing people and client relationships while remaining actively involved in technical support, escalations, and project work. Responsibilities Oversee day-to-day IT support and service delivery for our clients. Serve as a primary point of contact and trusted technology advisor for assigned clients. Manage client expectations, service concerns, ongoing projects, and follow-up. Supervise, mentor, and provide technical guidance to support technicians. Help prioritize tickets, assign workloads, and ensure issues are resolved promptly. Review escalated support issues and assist with complex troubleshooting. Diagnose and resolve advanced Microsoft 365, server, network, cloud, security, and endpoint issues. Plan and lead technical projects, including Microsoft 365 migrations, server deployments, network upgrades, workstation rollouts, and office moves. Coordinate with vendors, internet providers, software providers, and other third parties. Ensure tickets, time entries, client communications, procedures, and technical documentation are accurate and complete. Develop and improve internal processes, support standards, and escalation procedures. Monitor client environments and recommend improvements to security, reliability, and productivity. Assist with interviewing, onboarding, training, and evaluating technical employees. Provide occasional onsite support and participate in after-hours escalation coverage when necessary. Qualifications Five or more years of professional IT support, systems administration, network administration, or managed services experience. Previous experience as an IT Manager, Service Manager, Senior Systems Engineer, Technical Lead, or similar role. Experience managing or mentoring technical employees. Strong experience supporting Microsoft-based business environments. Hands-on knowledge of Microsoft 365, Exchange Online, Entra ID, SharePoint, OneDrive, and Teams. Experience with Windows Server, Active Directory, Group Policy, DNS, DHCP, file services, and virtualization. Strong understanding of networking, including firewalls, switches, wireless networks, VPNs, VLANs, and TCP/IP. Experience with ticketing systems, remote monitoring and management tools, remote support platforms, backups, and endpoint security. Ability to manage multiple clients, employees, projects, and priorities in an organized manner. Strong troubleshooting, decision-making, and problem-solving abilities. Excellent written, verbal, client-service, and interpersonal communication skills. Reliable transportation and the ability to visit client locations when needed. Preferred Qualifications Previous experience working for a managed service provider. Experience managing client relationships or serving as a technical account manager. Experience leading infrastructure, cloud, cybersecurity, or migration projects. Microsoft, Cisco, CompTIA, Linux, cybersecurity, or similar certifications. Degree in Information Technology, Computer Science, Information Systems, or a related field. Relevant experience and demonstrated technical ability may be considered in place of a degree. What We Are Looking For The ideal candidate is professional, dependable, technically strong, and proactive. You should be comfortable taking ownership, making decisions, holding team members accountable, and communicating directly with business owners and client leadership. You must also be willing to remain hands-on. This position requires someone who can lead the team, manage clients, oversee projects, and step in when a difficult technical issue needs to be resolved. Work Environment This position includes a combination of remote support, client management, team leadership, technical project work, and occasional onsite service throughout North Carolina. #J-18808-Ljbffr XceedIT, Inc.