Managed Services IT Lead – Manhattan Active

Managed Services IT Lead – Manhattan Active ABOUT BRICZ Founded in 2013 and headquartered in Atlanta, GA, Bricz is a supply chain solutions firm built on a solution architect's mindset: we design before we build, validate before we deploy, and stay engaged long after go-live. Our Managed Services team keeps Manhattan ActiveWarehouse (MAWM) environments running at their best long after go-live, combining platform depth with the operational fluency to resolve issues fast and prevent the next one. Our consultants come from inside the industry, and we measure our success the same way our clients do: by whether the client won. We're growing our Managed Services bench to support an expanding portfolio of Manhattan Active support engagements. OUR CULTURE We're a small business with big goals, and we operate that way. Every idea is welcome here, as long as it comes with a plan for execution and a clear return. We move at the speed of our clients' businesses, which means loose requirements and mid-project pivots are the norm, not the exception, and we get things done anyway. People and relationships come first, inside our team and with our clients. We're entrepreneurial and collaborative: we take ownership, work across boundaries, and step in where we're needed rather than waiting to be asked. We're proactive in our work and in how we communicate, surfacing issues and ideas before anyone has to ask. If you have the right mindset to grow and learn with us, you can help build this business, not just work in it. ROLE OVERVIEW We are looking for a technically deep Managed Services IT Lead to own L3/L4 support for Manhattan ActiveWarehouse environments, with the platform depth to step in and cover L2 issues when needed. This is a hands-on technical role first: you understand the platform, the data, and the integrations well enough to diagnose and fix issues that others can't. Leadership and client-facing skills matter too, since you'll lead a small support team and represent Bricz to clients, but the bar for this role starts with technical depth. The ideal candidate has spent their career close to the platform, is a true Manhattan ActiveWarehouse expert at a deep technical level, and is comfortable leading a team while staying hands-on with troubleshooting and root cause analysis. Transportation Management (TM) experience is a plus but not required. KEY RESPONSIBILITIES Perform root cause analysis on recurring issues across application, integration, and infrastructure layers, and drive permanent fixes, not just workarounds. Use Pro-Active to configure, maintain, and troubleshoot extensions on the Manhattan Active platform. Troubleshoot integrations between Manhattan Active (MAWM) and client ERP, WCS/WES, MHE, and automation systems. Monitor system health and proactively identify issues before they impact operations. Support minor enhancements, configuration changes, and patch or upgrade activities. Coordinate with Manhattan Associates support and other vendor teams on platform-level issues. Maintain and improve support documentation, runbooks, and the team's technical knowledge base. Serve as the lead point of contact for L3/L4 Managed Services support across Manhattan ActiveWarehouse, stepping in on L2 issues when needed. Own the support ticket queue: triage, prioritize, assign, and drive tickets to resolution within SLA. Lead and mentor a team of support analysts and consultants, providing technical guidance and escalation coverage. Manage escalations from client stakeholders and internal team members, keeping communication clear and timely. Track and report on SLAs, ticket volume, resolution times, and other support KPIs. Participate in on-call rotation and lead incident management for critical, production-impacting issues. Partner with implementation teams on new site go-lives and the transition from project to support. REQUIRED EXPERIENCE TECHNICAL EXPERTISE (PRIMARY) 2-3+ years of hands-on, deep technical support experience with Manhattan ActiveWarehouse, including configuration, data, and integration layers. Experience with Pro-Active for configuring and troubleshooting extensions on the Manhattan Active platform. Strong SQL skills and comfort querying and troubleshooting production data directly. Proven ability to perform root cause analysis, not just triage, across application, integration, and infrastructure layers. Comfort with APIs, EDI, and system-to-system integrations, including ERP, WCS/WES, carriers, and automation/MHE. Comfort operating at L3/L4 support tiers, with the platform depth to step in and cover L2 issues when needed. Familiarity with warehouse business processes as they map to platform configuration. LEADERSHIP & CLIENT-FACING (SECONDARY, STILL REQUIRED) 8+ years of overall IT support or managed services experience, with some lead-level ownership of a support function. Experience managing support tickets, SLAs, and escalations in a client-facing environment. Ability to mentor other support consultants and set the technical standard for the team. Strong communication skills, with the ability to translate technical root cause into clear guidance for non-technical stakeholders. Comfortable working in a fast-paced managed services or consulting environment. PREFERRED EXPERIENCE Experience with ITSM tools such as ServiceNow, Jira Service Management, or Zendesk. Experience with Manhattan Active TM (Transportation Management) is a plus. Familiarity with RF, label printing, or warehouse and transportation hardware. Working knowledge of Manhattan Active platform architecture, release cadence, and patching. Experience supporting multi-site, retail, distribution, or 3PL environments. ITIL certification or similar. KEY SKILLS Root cause analysis SQL and data troubleshooting Manhattan ActiveWarehouse platform knowledge (TM a plus) Pro-Active extension configuration Integration troubleshooting Support leadership and mentoring SLA and escalation management Client communication SUCCESS MEASURES Success in this role means issues get resolved at the root, not patched over, the support queue stays healthy, SLAs are consistently met, and clients trust the team to keep their Manhattan Active environment running. The Managed Services IT Lead should bring technical credibility first, with the leadership and communication skills to back it up.