Careers at BrightWorks IT

VP of Operations — Brightworks IT Location: New York, NY Type: Full-Time

About Brightworks IT

Brightworks IT is a national managed IT services provider supporting businesses across the United States. With offices in New York, Virginia, Michigan, Connecticut, and California, we deliver enterprise-grade IT infrastructure, cybersecurity, cloud solutions, and managed services to mid-market and enterprise clients.

About the Role

We are seeking an experienced VP of Operations to oversee and optimize the day-to-day operations of our managed services business. This role reports directly to the CEO and is responsible for driving operational excellence across all subsidiary offices, improving service delivery, managing P&L performance, and scaling our operational infrastructure to support continued growth. Key

Responsibilities

Oversee daily operations across all Brightworks IT offices and subsidiaries nationwide Own P&L performance for the operations division Develop and implement scalable processes, SOPs, and KPIs for service delivery Lead, mentor, and develop regional operations managers and technical teams Drive client satisfaction and retention through operational improvements Manage vendor relationships and negotiate service contracts Collaborate with sales and account management to support revenue growth Oversee resource planning, capacity management, and workforce optimization Implement and improve PSA/RMM tooling (ConnectWise, Datto, SentinelOne) to increase efficiency Report on operational metrics and strategic initiatives to executive leadership Standardize service delivery across all subsidiary locations Establish and enforce SLA compliance, escalation procedures, and quality standards

Qualifications

7+ years of operations leadership experience in IT services, MSP, or technology companies Proven track record managing multi-site, multi-team operations

• Experience with MSP tools and platforms (ConnectWise Manage, Datto, Auvik, SentinelOne, IT Glue) Strong financial acumen — experience managing budgets, margins, and P&L Excellent leadership, communication, and organizational skills Experience building and scaling operational processes in high-growth environments Bachelor's degree required; MBA or equivalent preferred

Preferred

Qualifications

Prior experience as COO, VP of Operations, or Director of Operations at an MSP

• Familiarity with ITIL frameworks and IT service management best practices M&A integration experience (we are actively acquiring MSPs)
• Experience managing 50+ employees across multiple locations

What We Offer

Competitive base salary + performance bonus

• Health, dental, and vision insurance 401(k) with company match PTO and paid holidays Executive leadership role in a rapidly scaling national MSP platform Direct report to CEO with significant autonomy and impact Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Help Desk Technician — Brightworks IT Location: Poughkeepsie, NY | Type: Full-Time

About Brightworks IT

Brightworks IT is a leading managed services provider (MSP) delivering comprehensive IT solutions to businesses across the Northeast and Mid-Atlantic. We support hundreds of clients across diverse industries, providing proactive IT management, cybersecurity, cloud services, and responsive technical support.

About the Role

We are hiring a Help Desk Technician to join our front-line support team. You will be the first point of contact for our managed services clients, providing remote and occasional onsite technical support across a wide range of IT environments. This is a hands-on technical role where you will troubleshoot, resolve, and document issues daily — from password resets and email problems to server alerts and network connectivity issues. You will work within a structured dispatch and escalation framework, collaborating with senior engineers on complex problems.

What You Will Do

Provide Tier 1/Tier 2 Support: Respond to inbound service requests via phone, email, and ticketing system (ConnectWise Manage), resolving issues within SLA targets Troubleshoot Across Environments: Diagnose and resolve issues related to Windows workstations and servers, Microsoft 365, Active Directory, networking, printers, VPN, and line-of-business applications Manage Tickets Effectively: Document all work thoroughly in ConnectWise, maintain accurate time entries, update ticket statuses, and escalate appropriately when needed Support Microsoft 365: Administer Exchange Online, Teams, SharePoint, OneDrive — including user provisioning, mailbox management, and license assignments Monitor & Respond to Alerts: Triage RMM alerts (Kaseya/Datto) for disk, CPU, memory, backup failures, and endpoint security events Perform Onsite Work: Travel to client sites as scheduled for hardware deployments, network installations, and hands-on troubleshooting Follow Security Protocols: Adhere to client security policies, handle MFA/SSO issues, and escalate potential security incidents to the SOC team Contribute to Documentation: Update IT Glue and internal knowledge base articles with solutions, procedures, and client-specific configurations

What You Bring

1–3 years of experience in a help desk, IT support, or MSP environment Strong knowledge of Windows 10/11, Windows Server 2016–2022, Active Directory, Group Policy Hands-on experience with Microsoft 365 administration (Exchange Online, Teams, Azure AD/Entra ID) Solid understanding of networking fundamentals — TCP/IP, DNS, DHCP, VPN, VLANs, Wi-Fi

• Experience with RMM tools (Kaseya, Datto, ConnectWise Automate) and PSA ticketing systems (ConnectWise Manage) Excellent customer service skills — you are patient, clear, and professional with non-technical users
• Ability to prioritize and manage multiple open tickets in a fast-paced environment Reliable transportation for onsite visits

Preferred

Qualifications

CompTIA A+, Network+, or Security+ certification Microsoft certifications (MS-900, AZ-900, MD-102)

• Experience with EDR/XDR platforms (SentinelOne, CrowdStrike)
• Familiarity with backup solutions (Datto, Veeam, Axcient) PowerShell scripting experience

What We Offer

Competitive salary based on experience Certification reimbursement and study time

• Health, dental, and vision insurance 401(k) with company match Structured career path from Help Desk → Systems Engineer → Senior Engineer Supportive team environment with mentorship from experienced engineers Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Help Desk Technician — Brightworks IT Location: Oneonta, NY | Type: Full-Time

About Brightworks IT

Brightworks IT is a leading managed services provider (MSP) delivering comprehensive IT solutions to businesses across the Northeast and Mid-Atlantic. We support hundreds of clients across diverse industries, providing proactive IT management, cybersecurity, cloud services, and responsive technical support.

About the Role

We are hiring a Help Desk Technician to join our front-line support team. You will be the first point of contact for our managed services clients, providing remote and occasional onsite technical support across a wide range of IT environments. This is a hands-on technical role where you will troubleshoot, resolve, and document issues daily — from password resets and email problems to server alerts and network connectivity issues. You will work within a structured dispatch and escalation framework, collaborating with senior engineers on complex problems.

What You Will Do

Provide Tier 1/Tier 2 Support: Respond to inbound service requests via phone, email, and ticketing system (ConnectWise Manage), resolving issues within SLA targets Troubleshoot Across Environments: Diagnose and resolve issues related to Windows workstations and servers, Microsoft 365, Active Directory, networking, printers, VPN, and line-of-business applications Manage Tickets Effectively: Document all work thoroughly in ConnectWise, maintain accurate time entries, update ticket statuses, and escalate appropriately when needed Support Microsoft 365: Administer Exchange Online, Teams, SharePoint, OneDrive — including user provisioning, mailbox management, and license assignments Monitor & Respond to Alerts: Triage RMM alerts (Kaseya/Datto) for disk, CPU, memory, backup failures, and endpoint security events Perform Onsite Work: Travel to client sites as scheduled for hardware deployments, network installations, and hands-on troubleshooting Follow Security Protocols: Adhere to client security policies, handle MFA/SSO issues, and escalate potential security incidents to the SOC team Contribute to Documentation: Update IT Glue and internal knowledge base articles with solutions, procedures, and client-specific configurations

What You Bring

1–3 years of experience in a help desk, IT support, or MSP environment Strong knowledge of Windows 10/11, Windows Server 2016–2022, Active Directory, Group Policy Hands-on experience with Microsoft 365 administration (Exchange Online, Teams, Azure AD/Entra ID) Solid understanding of networking fundamentals — TCP/IP, DNS, DHCP, VPN, VLANs, Wi-Fi

• Experience with RMM tools (Kaseya, Datto, ConnectWise Automate) and PSA ticketing systems (ConnectWise Manage) Excellent customer service skills — you are patient, clear, and professional with non-technical users
• Ability to prioritize and manage multiple open tickets in a fast-paced environment Reliable transportation for onsite visits

Preferred

Qualifications

CompTIA A+, Network+, or Security+ certification Microsoft certifications (MS-900, AZ-900, MD-102)

• Experience with EDR/XDR platforms (SentinelOne, CrowdStrike)
• Familiarity with backup solutions (Datto, Veeam, Axcient) PowerShell scripting experience

What We Offer

Competitive salary based on experience Certification reimbursement and study time

• Health, dental, and vision insurance 401(k) with company match Structured career path from Help Desk → Systems Engineer → Senior Engineer Supportive team environment with mentorship from experienced engineers Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Help Desk Technician — Brightworks IT Location: Wixom, MI | Type: Full-Time

About Brightworks IT

Brightworks IT is a leading managed services provider (MSP) delivering comprehensive IT solutions to businesses across the Northeast and Mid-Atlantic. We support hundreds of clients across diverse industries, providing proactive IT management, cybersecurity, cloud services, and responsive technical support.

About the Role

We are hiring a Help Desk Technician to join our front-line support team. You will be the first point of contact for our managed services clients, providing remote and occasional onsite technical support across a wide range of IT environments. This is a hands-on technical role where you will troubleshoot, resolve, and document issues daily — from password resets and email problems to server alerts and network connectivity issues. You will work within a structured dispatch and escalation framework, collaborating with senior engineers on complex problems.

What You Will Do

Provide Tier 1/Tier 2 Support: Respond to inbound service requests via phone, email, and ticketing system (ConnectWise Manage), resolving issues within SLA targets Troubleshoot Across Environments: Diagnose and resolve issues related to Windows workstations and servers, Microsoft 365, Active Directory, networking, printers, VPN, and line-of-business applications Manage Tickets Effectively: Document all work thoroughly in ConnectWise, maintain accurate time entries, update ticket statuses, and escalate appropriately when needed Support Microsoft 365: Administer Exchange Online, Teams, SharePoint, OneDrive — including user provisioning, mailbox management, and license assignments Monitor & Respond to Alerts: Triage RMM alerts (Kaseya/Datto) for disk, CPU, memory, backup failures, and endpoint security events Perform Onsite Work: Travel to client sites as scheduled for hardware deployments, network installations, and hands-on troubleshooting Follow Security Protocols: Adhere to client security policies, handle MFA/SSO issues, and escalate potential security incidents to the SOC team Contribute to Documentation: Update IT Glue and internal knowledge base articles with solutions, procedures, and client-specific configurations

What You Bring

1–3 years of experience in a help desk, IT support, or MSP environment Strong knowledge of Windows 10/11, Windows Server 2016–2022, Active Directory, Group Policy Hands-on experience with Microsoft 365 administration (Exchange Online, Teams, Azure AD/Entra ID) Solid understanding of networking fundamentals — TCP/IP, DNS, DHCP, VPN, VLANs, Wi-Fi

• Experience with RMM tools (Kaseya, Datto, ConnectWise Automate) and PSA ticketing systems (ConnectWise Manage) Excellent customer service skills — you are patient, clear, and professional with non-technical users
• Ability to prioritize and manage multiple open tickets in a fast-paced environment Reliable transportation for onsite visits

Preferred

Qualifications

CompTIA A+, Network+, or Security+ certification Microsoft certifications (MS-900, AZ-900, MD-102)

• Experience with EDR/XDR platforms (SentinelOne, CrowdStrike)
• Familiarity with backup solutions (Datto, Veeam, Axcient) PowerShell scripting experience

What We Offer

Competitive salary based on experience Certification reimbursement and study time

• Health, dental, and vision insurance 401(k) with company match Structured career path from Help Desk → Systems Engineer → Senior Engineer Supportive team environment with mentorship from experienced engineers Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Help Desk Technician — Brightworks IT Location: Vernon, CT | Type: Full-Time

About Brightworks IT

Brightworks IT is a leading managed services provider (MSP) delivering comprehensive IT solutions to businesses across the Northeast and Mid-Atlantic. We support hundreds of clients across diverse industries, providing proactive IT management, cybersecurity, cloud services, and responsive technical support.

About the Role

We are hiring a Help Desk Technician to join our front-line support team. You will be the first point of contact for our managed services clients, providing remote and occasional onsite technical support across a wide range of IT environments. This is a hands-on technical role where you will troubleshoot, resolve, and document issues daily — from password resets and email problems to server alerts and network connectivity issues. You will work within a structured dispatch and escalation framework, collaborating with senior engineers on complex problems.

What You Will Do

Provide Tier 1/Tier 2 Support: Respond to inbound service requests via phone, email, and ticketing system (ConnectWise Manage), resolving issues within SLA targets Troubleshoot Across Environments: Diagnose and resolve issues related to Windows workstations and servers, Microsoft 365, Active Directory, networking, printers, VPN, and line-of-business applications Manage Tickets Effectively: Document all work thoroughly in ConnectWise, maintain accurate time entries, update ticket statuses, and escalate appropriately when needed Support Microsoft 365: Administer Exchange Online, Teams, SharePoint, OneDrive — including user provisioning, mailbox management, and license assignments Monitor & Respond to Alerts: Triage RMM alerts (Kaseya/Datto) for disk, CPU, memory, backup failures, and endpoint security events Perform Onsite Work: Travel to client sites as scheduled for hardware deployments, network installations, and hands-on troubleshooting Follow Security Protocols: Adhere to client security policies, handle MFA/SSO issues, and escalate potential security incidents to the SOC team Contribute to Documentation: Update IT Glue and internal knowledge base articles with solutions, procedures, and client-specific configurations

What You Bring

1–3 years of experience in a help desk, IT support, or MSP environment Strong knowledge of Windows 10/11, Windows Server 2016–2022, Active Directory, Group Policy Hands-on experience with Microsoft 365 administration (Exchange Online, Teams, Azure AD/Entra ID) Solid understanding of networking fundamentals — TCP/IP, DNS, DHCP, VPN, VLANs, Wi-Fi

• Experience with RMM tools (Kaseya, Datto, ConnectWise Automate) and PSA ticketing systems (ConnectWise Manage) Excellent customer service skills — you are patient, clear, and professional with non-technical users
• Ability to prioritize and manage multiple open tickets in a fast-paced environment Reliable transportation for onsite visits

Preferred

Qualifications

CompTIA A+, Network+, or Security+ certification Microsoft certifications (MS-900, AZ-900, MD-102)

• Experience with EDR/XDR platforms (SentinelOne, CrowdStrike)
• Familiarity with backup solutions (Datto, Veeam, Axcient) PowerShell scripting experience

What We Offer

Competitive salary based on experience Certification reimbursement and study time

• Health, dental, and vision insurance 401(k) with company match Structured career path from Help Desk → Systems Engineer → Senior Engineer Supportive team environment with mentorship from experienced engineers Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Dispatcher — Brightworks IT Location: Vernon, CT | Type: Full-Time

About Brightworks IT

Brightworks IT is a leading managed services provider (MSP) delivering comprehensive IT solutions to businesses across the Northeast and Mid-Atlantic. With multiple subsidiary locations and a team of 50+ technicians and engineers, we support hundreds of clients with managed IT, cybersecurity, cloud, and project services.

About the Role

We are looking for an organized and detail-driven Dispatcher to manage the flow of service tickets and technician schedules across all Brightworks IT locations. You are the operational backbone of our service delivery — ensuring the right technician is assigned to the right ticket at the right time. This role is critical to maintaining SLA compliance, maximizing technician utilization, and delivering responsive service to our clients. You will work directly with help desk technicians, field engineers, and management to keep our service boards running efficiently.

What You Will Do

Triage & Route Tickets

Monitor triage boards across 7+ locations, reviewing incoming tickets and routing them to the appropriate help desk or field team based on issue type, client priority, and technician skill set

Schedule Technicians

Manage technician calendars in ConnectWise Manage, scheduling remote and onsite work to maximize utilization while respecting SLA deadlines

Monitor SLA Compliance

Track all open tickets against SLA targets, proactively escalating at-risk tickets before deadlines are missed — especially Priority 1 (Emergency) tickets

Coordinate Emergency Response

For P1/Emergency tickets, immediately assign and schedule the best available technician, ensuring work begins within SLA

requirements

Manage Board Hygiene

Keep service boards clean — merge duplicate tickets, close spam/auto-replies, update statuses, and ensure no ticket sits unassigned

Communicate with Technicians

Notify assigned techs of new work via email and internal chat, providing ticket context, client details, and urgency level

Track Technician Availability

Maintain awareness of who is available, who is onsite, who is on PTO, and who has capacity for additional work

Report on Operations

Provide daily and weekly dispatch summaries to management — tickets dispatched, SLA compliance rates, board status, and capacity utilization

Collaborate Cross-functionally

Work with account managers, project coordinators, and finance to ensure service delivery aligns with client agreements

What You Bring

1–3 years of experience in dispatch, service coordination, or operations — preferably in an MSP, IT services, or field services environment

• Experience with ConnectWise Manage or similar PSA/ticketing systems (Autotask, Halo, ServiceNow)
• Strong understanding of IT service terminology — you do not need to fix the issues, but you need to understand them well enough to route them correctly
• Exceptional organizational and multitasking skills — you will manage 50+ open tickets and 20+ technician schedules simultaneously
• Strong communication skills — clear, concise, and professional in written and verbal communications
• Ability to prioritize under pressure — emergency tickets require immediate action, and you need to stay calm and decisive Detail-oriented with a commitment to keeping data clean and accurate

Preferred

Qualifications

Previous experience at a managed services provider (MSP)

• Familiarity with ITIL service management frameworks
• Experience managing dispatch for multi-location operations
• Knowledge of SLA structures and priority-based escalation workflows
• Basic understanding of networking, servers, and endpoint technologies

What We Offer

Competitive salary

• Fully remote position
• Health, dental, and vision insurance 401(k) with company match
• Professional development opportunities
• Fast-paced, collaborative team environment Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Dispatcher — Brightworks IT Location: Richmond, VA | Type: Full-Time

About Brightworks IT

Brightworks IT is a leading managed services provider (MSP) delivering comprehensive IT solutions to businesses across the Northeast and Mid-Atlantic. With multiple subsidiary locations and a team of 50+ technicians and engineers, we support hundreds of clients with managed IT, cybersecurity, cloud, and project services.

About the Role

We are looking for an organized and detail-driven Dispatcher to manage the flow of service tickets and technician schedules across all Brightworks IT locations. You are the operational backbone of our service delivery — ensuring the right technician is assigned to the right ticket at the right time. This role is critical to maintaining SLA compliance, maximizing technician utilization, and delivering responsive service to our clients. You will work directly with help desk technicians, field engineers, and management to keep our service boards running efficiently.

What You Will Do

Triage & Route Tickets

Monitor triage boards across 7+ locations, reviewing incoming tickets and routing them to the appropriate help desk or field team based on issue type, client priority, and technician skill set

Schedule Technicians

Manage technician calendars in ConnectWise Manage, scheduling remote and onsite work to maximize utilization while respecting SLA deadlines

Monitor SLA Compliance

Track all open tickets against SLA targets, proactively escalating at-risk tickets before deadlines are missed — especially Priority 1 (Emergency) tickets

Coordinate Emergency Response

For P1/Emergency tickets, immediately assign and schedule the best available technician, ensuring work begins within SLA

requirements

Manage Board Hygiene

Keep service boards clean — merge duplicate tickets, close spam/auto-replies, update statuses, and ensure no ticket sits unassigned

Communicate with Technicians

Notify assigned techs of new work via email and internal chat, providing ticket context, client details, and urgency level

Track Technician Availability

Maintain awareness of who is available, who is onsite, who is on PTO, and who has capacity for additional work

Report on Operations

Provide daily and weekly dispatch summaries to management — tickets dispatched, SLA compliance rates, board status, and capacity utilization

Collaborate Cross-functionally

Work with account managers, project coordinators, and finance to ensure service delivery aligns with client agreements

What You Bring

1–3 years of experience in dispatch, service coordination, or operations — preferably in an MSP, IT services, or field services environment

• Experience with ConnectWise Manage or similar PSA/ticketing systems (Autotask, Halo, ServiceNow)
• Strong understanding of IT service terminology — you do not need to fix the issues, but you need to understand them well enough to route them correctly
• Exceptional organizational and multitasking skills — you will manage 50+ open tickets and 20+ technician schedules simultaneously
• Strong communication skills — clear, concise, and professional in written and verbal communications
• Ability to prioritize under pressure — emergency tickets require immediate action, and you need to stay calm and decisive Detail-oriented with a commitment to keeping data clean and accurate

Preferred

Qualifications

Previous experience at a managed services provider (MSP)

• Familiarity with ITIL service management frameworks
• Experience managing dispatch for multi-location operations
• Knowledge of SLA structures and priority-based escalation workflows
• Basic understanding of networking, servers, and endpoint technologies

What We Offer

Competitive salary

• Fully remote position
• Health, dental, and vision insurance 401(k) with company match
• Professional development opportunities
• Fast-paced, collaborative team environment Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Help Desk Technician — Brightworks IT Location: Richmond, VA | Type: Full-Time

About Brightworks IT

Brightworks IT is a leading managed services provider (MSP) delivering comprehensive IT solutions to businesses across the Northeast and Mid-Atlantic. We support hundreds of clients across diverse industries, providing proactive IT management, cybersecurity, cloud services, and responsive technical support.

About the Role

We are hiring a Help Desk Technician to join our front-line support team. You will be the first point of contact for our managed services clients, providing remote and occasional onsite technical support across a wide range of IT environments. This is a hands-on technical role where you will troubleshoot, resolve, and document issues daily — from password resets and email problems to server alerts and network connectivity issues. You will work within a structured dispatch and escalation framework, collaborating with senior engineers on complex problems.

What You Will Do

Provide Tier 1/Tier 2 Support: Respond to inbound service requests via phone, email, and ticketing system (ConnectWise Manage), resolving issues within SLA targets Troubleshoot Across Environments: Diagnose and resolve issues related to Windows workstations and servers, Microsoft 365, Active Directory, networking, printers, VPN, and line-of-business applications Manage Tickets Effectively: Document all work thoroughly in ConnectWise, maintain accurate time entries, update ticket statuses, and escalate appropriately when needed Support Microsoft 365: Administer Exchange Online, Teams, SharePoint, OneDrive — including user provisioning, mailbox management, and license assignments Monitor & Respond to Alerts: Triage RMM alerts (Kaseya/Datto) for disk, CPU, memory, backup failures, and endpoint security events Perform Onsite Work: Travel to client sites as scheduled for hardware deployments, network installations, and hands-on troubleshooting Follow Security Protocols: Adhere to client security policies, handle MFA/SSO issues, and escalate potential security incidents to the SOC team Contribute to Documentation: Update IT Glue and internal knowledge base articles with solutions, procedures, and client-specific configurations

What You Bring

1–3 years of experience in a help desk, IT support, or MSP environment Strong knowledge of Windows 10/11, Windows Server 2016–2022, Active Directory, Group Policy Hands-on experience with Microsoft 365 administration (Exchange Online, Teams, Azure AD/Entra ID) Solid understanding of networking fundamentals — TCP/IP, DNS, DHCP, VPN, VLANs, Wi-Fi

• Experience with RMM tools (Kaseya, Datto, ConnectWise Automate) and PSA ticketing systems (ConnectWise Manage) Excellent customer service skills — you are patient, clear, and professional with non-technical users
• Ability to prioritize and manage multiple open tickets in a fast-paced environment Reliable transportation for onsite visits

Preferred

Qualifications

CompTIA A+, Network+, or Security+ certification Microsoft certifications (MS-900, AZ-900, MD-102)

• Experience with EDR/XDR platforms (SentinelOne, CrowdStrike)
• Familiarity with backup solutions (Datto, Veeam, Axcient) PowerShell scripting experience

What We Offer

Competitive salary based on experience Certification reimbursement and study time

• Health, dental, and vision insurance 401(k) with company match Structured career path from Help Desk → Systems Engineer → Senior Engineer Supportive team environment with mentorship from experienced engineers Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Account Manager — Brightworks IT Location: New York, NY (Hybrid) | Type: Full-Time

About Brightworks IT

Brightworks IT is a leading managed services provider (MSP) delivering comprehensive IT solutions to businesses across the Northeast. With multiple subsidiary brands and a growing national footprint, we provide managed IT services, cybersecurity, cloud solutions, and strategic technology consulting to small and mid-market organizations.

About the Role

We are looking for a driven and relationship-oriented Account Manager to serve as the primary point of contact for a portfolio of managed services clients. You will own the full client lifecycle — from onboarding and adoption through retention and expansion — ensuring our clients receive exceptional service while identifying opportunities to grow revenue. This role sits at the intersection of client success, sales, and operations. You will work closely with our technical teams, finance department, and executive leadership to deliver strategic value to every account.

What You Will Do

Own Client Relationships: Serve as the trusted advisor for a portfolio of 30–50 managed services accounts, building deep relationships with key stakeholders and decision-makers Drive Account Growth: Identify and close upsell and cross-sell opportunities across cybersecurity, cloud, compliance, and project services — targeting 15–20% annual revenue growth per account Conduct Business Reviews: Lead quarterly business reviews (QBRs) with clients, presenting technology roadmaps, service performance metrics, and strategic recommendations Manage Renewals: Own the renewal process for managed services agreements, maintaining a 95%+ client retention rate Coordinate Service Delivery: Partner with helpdesk, engineering, and project teams to ensure SLA compliance and client satisfaction Resolve Escalations: Act as the escalation point for client concerns, driving issues to resolution quickly and professionally Maintain CRM Accuracy: Keep ConnectWise and HubSpot records current with account activity, pipeline updates, and forecasting data Contribute to Strategy: Provide market intelligence and client feedback to leadership to inform service offerings, pricing, and go-to-market strategy

What You Bring

3–5 years of account management, client success, or sales experience in the MSP, IT services, or technology industry Demonstrated track record of meeting or exceeding revenue targets and retention goals

• Strong understanding of managed IT services, cybersecurity frameworks, cloud platforms (Azure/M365), and IT infrastructure
• Experience with ConnectWise Manage, HubSpot, or similar PSA/CRM platforms Exceptional communication and presentation skills — comfortable presenting to C-suite executives
• Ability to manage multiple accounts simultaneously with strong organizational skills Self-starter mentality with the ability to thrive in a fast-paced, growth-stage environment

Preferred

Qualifications

Experience working at or selling for an MSP with $5M–$25M in revenue

• Familiarity with NIST, CMMC, or other compliance frameworks
• Experience managing accounts across multiple service lines (managed services, security, cloud, projects) Existing relationships in the SMB/mid-market IT space

What We Offer

Competitive base salary plus uncapped commission/bonus structure

• Health, dental, and vision insurance 401(k) with company match Flexible hybrid work arrangement
• Professional development budget and industry certification support Collaborative, fast-growing team with a clear path for advancement Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.