About Dean Dorton
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
About the Team
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.
About the Role
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.
Technical
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 key technology vendor and partner relationships and support decisions related to licensing, procurement, renewals, and product standards.
- Maintain accurate and current client documentation, including network diagrams, configurations, credentials, standards, procedures, and business continuity information.
Behavioral
Definition: the behaviors associated with performing your job (interpersonal skills).
- Supervise, coach, and develop Managed Services team members through clear expectations, regular feedback, performance discussions, and individualized development support.
- Delegate and coordinate work based on client priorities, technical requirements, team capacity, and team member development needs.
- Build and maintain trusted client relationships through proactive communication, responsiveness, transparency, and dependable follow-through.
- Communicate complex technical information, service risks, and recommendations in clear business language for both technical and non-technical audiences.
- Lead calmly and decisively during client escalations, service disruptions, competing deadlines, and other high-pressure situations.
- Hold team members accountable for quality, documentation, time entry, client commitments, and adherence to established processes.
- Collaborate across Technology Consulting and other Dean Dorton service groups to provide integrated solutions and a consistent client experience.
- Demonstrate sound judgment when balancing client satisfaction, technical risk, employee workload, contractual obligations, and firm resources.
- Foster an inclusive, collaborative environment that encourages knowledge sharing, continuous learning, accountability, and professional growth.
- Lead teams through operational changes and evolving technology needs with flexibility, clarity, and a focus on sustainable improvement.
Non-Charge
Definition: the contribution you make to Dean Dorton outside of client work.
- Partner with Technology Consulting leadership to establish Managed Services priorities, operating goals, service standards, and continuous improvement initiatives.
- Monitor the operational and financial health of the practice, including capacity, utilization, realization, profitability, client retention, and service quality.
- Support recruiting, interviewing, onboarding, succession planning, and leadership development for the Managed Services team.
- Improve and standardize service-delivery methodologies, workflows, templates, documentation, and technology tools across the practice.
- Contribute to business development through discovery conversations, solution design, service scoping, proposals, presentations, and relationship building.
- Evaluate emerging technologies and service opportunities that may strengthen client outcomes or expand the firm's Managed Services capabilities.
- Maintain relevant professional and vendor certifications and promote technical training and knowledge sharing across the team.
- Represent Dean Dorton through industry events, professional organizations, community involvement, and firm initiatives.