IT Lead - Managed Services

About Karhu Cyber

Karhu Cyber is a veteran-owned cybersecurity and IT firm primarily supporting clients across Michigan. We take pride in solving technical problems, communicating well, and delivering dependable service with urgency and accountability.

As our clients evolve toward zero trust architectures, AI-assisted operations, and cloud-first infrastructure, we are searching for an IT Lead who can keep pace with that shift — not just operationally, but technically. This is a hands-on leadership role with real ownership and real impact.

What You'll Own

Service Delivery: Keep the ticket queue visible and moving. Drive urgency and follow-through across the team on client issues, escalations, and projects.

Technical Escalations: Serve as another senior resolver across endpoints, servers, M365, networking, firewalls, and identity systems. Own escalations through to resolution.

Zero Trust Enablement: Support clients moving toward ZTNA, conditional access, and least-privilege models; enforcing identity-centric access across cloud and on-prem environments.

AI-Assisted Operations: Leverage AI tooling to speed up documentation, root cause analysis, and pattern detection in recurring issues, and help the team do the same.

Client Communication: Translate technical situations into clear, plain-language updates. Clients should always know where things stand and what comes next.

Operations and Standards: Improve documentation, communication, and operational consistency across client environments. Identify gaps and help close them.

Technology Environment

You'll work across a variety of client environments. Familiarity or ability to understand these areas is expected:

Zero Trust / ZTNA, Microsoft Entra ID, Conditional Access, AI-Assisted IT Ops, Microsoft 365, Active Directory, Endpoint Management (Intune), Firewalls and VPNs, VLANs and Switching, Backup and DR, Windows Server, RMM / PSA Tools, Vulnerability Management, Cloud Infrastructure

What Success Looks Like

• The queue is visible, prioritized, and consistently moving. Nothing stalls without a reason
• Clients receive timely, clear updates and experience strong follow-through
• Escalations are handled with urgency, sound judgment, and documented resolution paths
• Zero trust and modern identity controls are actively being rolled out or matured for clients who need them with alignment with the internal cyber team
• AI tooling is being applied thoughtfully to improve team efficiency and documentation quality
• Leadership has clear, reliable visibility into priorities, blockers, and client risk
• Service delivery becomes measurably more consistent and scalable quarter over quarter

What We're Looking For

• 4+ years in IT support, systems administration, infrastructure, or managed services
• MSP, MSSP, or multi-client IT environment experience preferred
• Strong hands-on knowledge of Windows, Active Directory, and Microsoft 365
• Solid networking fundamentals; switches, VLANs, firewalls, VPNs, troubleshooting
• Familiarity with zero trust principles, ZTNA, conditional access, or Entra ID
• Experience working within a ticketing system with strong documentation habits
• Exposure to AI productivity tools applied to IT ops, documentation, or diagnostics
• Security-focused or compliance-driven environment experience a plus
• Someone who naturally closes loops, follows up, and keeps work and the team accountable
• Relevant certifications and/or demonstrated practical experience
• U.S. Citizenship required due to client requirements

Pay: $80,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Application Question(s):

• Are you a US Citizen? (required for client compliance)
• Will you pass an FBI background check? (required for client compliance)

Work Location: In person