IT Manager – MSP & Vendor Management

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Act as the primary internal representative for the MSP relationship; oversee scope, SLAs, ticket quality, escalations, and overall performance of delivery.

• Manage IT vendors and assess scope and invoices for accuracy and value.

• Provide a single, consistent point of contact and accountability to the MSP and vendors.

• Oversee IT projects and M&A site transitions from start to finish: timelines, vendor scheduling, readiness checklists, and stakeholder communication (execution carried out by the MSP and vendors).

• Collaborate with the Project Manager on cross-functional tracking; responsible for the IT-specific delivery within those projects.

• Facilitate the rollout of standardized device images and practice-level application configurations (technically defined by the Director, executed by the MSP).

• Triage and direct incidents to the MSP, monitor resolution, and keep sites updated; serve as the initial internal contact for IT issues.

• Maintain operational documentation, SOPs, and outputs from asset and visibility tools.

• Report on status, risks, and vendor performance to the Director; escalate technical decisions instead of making them independently.

• Utilize technical understanding to review tickets, validate MSP work, and assertively address SLAs and quality.

⛳️ Requirements

• Associate’s degree in information technology or a related discipline — or equivalent experience or credentials.

• At least 4 years of experience in IT, including project coordination and vendor or MSP management.

• Proven experience in MSP/vendor management with accountability for SLAs and performance.

• Strong skills in project coordination and delivery, ideally within multi-site environments.

• Technical knowledge of Microsoft 365, Intune/endpoint concepts, and networking — sufficient to manage vendors with credibility (hands-on engineering skills are not required).

• Exceptional communication, stakeholder management, and organizational abilities.

• Comfortable functioning as the sole internal IT manager while collaborating with an external MSP.

🏝️ Benefits

• Opportunity to travel up to 15%.

• Flexible work arrangements.