Confidential

Trusted technology partner in business since the1960’s helping organizations throughout Pennsylvania to digitally transform their operations. We serve businesses with scalable solutions in Managed IT Services, Imaging Systems, Managed Print Services, and Document Management, throughout northeast and central PA.

As part of our growing Managed IT Services division, we are seeking an experienced IT Manager to lead our support team and ensure the highest level of service delivery to our valued clients.

Position Overview
The IT Manager will oversee our IT support team and be responsible for both hands-on technical leadership and day-to-day team management. This role requires a seasoned IT professional with deep MSP experience who can lead and develop technicians, manage client relationships at a senior level, and ensure consistent, high-quality service delivery across networking, Microsoft 365, backup systems, and endpoint management platforms.

Key Responsibilities

Team Management

• Lead, mentor, and develop a team of IT support technicians across Level 1 and Level 2 tiers
• Conduct regular performance reviews, set goals, and provide ongoing coaching and professional development.
• Manage staffing schedules, on-call rotations, and workload distribution to ensure adequate coverage
• Recruit, onboard, and train new IT team members
• Foster a collaborative, accountable, and client-focused team culture
• Serve as the primary escalation point for complex technical issues and client concerns.

Technical Leadership

• Provide hands-on oversight and support for Level 1 and Level 2 help desk operations across managed services clients
• Monitor, manage, and troubleshoot client networks, servers, and endpoints using NinjaRMM (NINJA) platform.
• Configure, maintain, and support Microsoft 365 environments including Exchange Online, SharePoint, Teams and OneDrive.
• Administer and oversee Datto backup and disaster recovery solutions, ensuring client data integrity and business continuity
• Oversee network administration tasks including configuration and troubleshooting of routers, switches, firewalls, and wireless access points
• Ensure all IT support tickets are resolved within defined SLA timeframes and drive continuous improvement in response metrics.

Operations & Strategy

• Develop and enforce IT policies, procedures, and documentation standards across the team
• Proactively identify opportunities to improve service delivery, tooling, and client outcomes
• Collaborate with sales and account management teams on client onboarding, renewals, and upsell opportunities
• Prepare and present reports on team performance, ticket metrics, and client satisfaction to senior leadership
• Manage vendor and partner relationships related to tools, software, and hardware procurement

Required Qualifications

Experience

• 5–7 years of experience working in a Managed Service Provider (MSP) environment
• 2+ years in a team lead, supervisor, or IT management role
• Hands-on experience with network administration, including LAN/WAN, TCP/IP, DNS, DHCP, and VPN
• Proven Level 1 and/or Level 2 help desk support experience
• Practical experience supporting Microsoft 365 (Exchange, SharePoint, Teams, OneDrive)
• Experience using NinjaRMM (NINJA) for remote monitoring and management
• Experience configuring and managing Datto backup and business continuity solutions

Technical Skills

• Strong troubleshooting skills across Windows desktop and server environments
• Familiarity with ticketing systems and ITIL-based support processes
• Understanding of cybersecurity best practices in an MSP environment
• Experience with remote support tools and screen-sharing platforms

Leadership & Soft Skills

• Proven ability to lead, motivate, and develop technical teams
• Excellent written and verbal communication skills, including client-facing experience
• Strong organizational skills with the ability to manage competing priorities
• Data-driven approach to team performance and service improvement
• Customer-focused mindset with a professional, courteous demeanor

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field
• Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications (MS-900, MD-100, AZ-900)
• Familiarity with Topp's additional managed services offerings including managed print, document management, and cloud solutions

What We Offer

• Competitive salary commensurate with experience
• Comprehensive benefits package including health, dental, and vision insurance and a matching 401K plan
• Paid time off and company holidays
• Ongoing professional development and manufacturer-sponsored training opportunities
• A collaborative team environment with experienced technicians averaging 15+ years of industry expertise
• Opportunity for career growth within a well-established, award-winning company
• The chance to work with cutting-edge technologies and industry-leading partners

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person