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Dean Dorton

Audit, tax, consulting, and technology services

Technology Services Manager

IT OperationsPosted on Nov 9
Full-timeLouisville, KY, USANo salary listed

About the Job

Requirements

  • A bachelor's degree in Information Technology, Computer Science, Information Systems, Business, or a related field is required; equivalent relevant experience may be considered.
  • Six to eight or more years of progressive experience in managed services, technology consulting, infrastructure operations, systems administration, or a related field is required.
  • Demonstrated experience supervising technical professionals, developing team members, and coordinating the work of others is required.
  • Strong knowledge of server, network, cloud, endpoint, identity, backup, and security technologies used in small and midsized business environments is required.
  • Experience managing client-facing service delivery, escalations, service agreements, and operational performance metrics is required.
  • Ability to manage multiple clients, projects, priorities, and deadlines while maintaining quality and responsiveness is required.
  • Excellent written, verbal, presentation, relationship management, and problem-solving skills are required.
  • Proficiency with Microsoft 365 and Microsoft Office Suite, including Excel, Word, Outlook, and Teams.
  • Familiarity with remote monitoring and management tools.
  • Familiarity with endpoint security, backup, and IT Service Management platforms, such as ConnectWise and Autotask.
  • Familiarity with project management and documentation tools.
  • Ability to travel to Dean Dorton offices and client locations for day trips.

Responsibilities

  • Lead day-to-day delivery of managed technology services across a portfolio of clients, establish clear service standards, and ensure 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 corrective and preventive actions are completed.
  • Ensure proactive maintenance, including monitoring, patching, backup verification, lifecycle management, capacity planning, and security hygiene.
  • Lead client onboarding, service transitions, and offboarding, ensuring technology, processes, responsibilities, and documentation are transferred effectively.
  • Develop and maintain client technology roadmaps, lifecycle plans, budgets, and recommendations aligned with business priorities.
  • Monitor compliance with client agreements, service scope, and response expectations; identify scope gaps, recurring issues, and service-improvement opportunities.
  • 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 current client documentation, including network diagrams, configurations, credentials, standards, procedures, and business continuity information.
  • Supervise, coach, and develop Managed Services team members through clear expectations, regular feedback, performance discussions, and individualized development support.
  • Delegate and coordinate work according to 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 technical information, service risks, and recommendations in clear business language for 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 service groups to provide integrated solutions and a consistent client experience.
  • Balance client satisfaction, technical risk, employee workload, contractual obligations, and firm resources using sound judgment.
  • 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.
  • Partner with Technology Consulting leadership to establish Managed Services priorities, operating goals, service standards, and continuous improvement initiatives.
  • Monitor the practice's operational and financial health, 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.

Desired Qualifications

  • Experience with professional services automation, remote monitoring and management, ticketing, and documentation platforms is preferred.
  • Experience supporting technology roadmaps, budgets, lifecycle planning, and infrastructure projects is preferred.
  • Microsoft, Cisco, ITIL, CompTIA, or other relevant technical or service management certifications are preferred.

About the Company

Dean Dorton

Audit, tax, consulting, and technology services

Dean Dorton offers accounting, tax, consulting, and technology services to help clients manage growth and succession. Its offerings include outsourced accounting, audit and assurance, financial reporting, tax advisory, cybersecurity, and transaction services delivered by integrated teams. It uses cloud-based tools to automate and secure financial, operational, and compliance processes. It differentiates itself by combining traditional accounting and tax expertise with multidisciplinary advisory and industry-specific services across sectors like construction, energy, healthcare, and education to help clients strategize, implement, and manage change for long-term value.

Company size
201-500
Company stage
Not listed
Total funding
Not listed
Headquarters
Lexington, KY
Founded
1921

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