Managed Services Systems Lead

Job Title: Managed Services Systems Lead

Department/Division: Managed Services

Reports To: Director of Managed Services

Job Summary:

The Managed Services Systems Lead plays a critical role within the Technology Services team, serving as a primary technical resource for clients and the systems Managed Services Team. This position is responsible for delivering exceptional technical support, diagnosing and resolving complex issues, and ensuring a positive client and team experience. The Systems Lead works efficiently and proactively to address technical challenges, minimize downtime, and supports the ongoing stability, security, and performance of client environments.

Responsibilities:

• Demonstrate exceptional client service and serve as a trusted technical advisor to both clients and internal teams.
• Lead, coach, mentor, and develop Systems Engineers through regular guidance, ticket reviews, knowledge sharing, and performance feedback.
• Facilitate weekly Systems Team meetings and participate in leadership, security, and operational management meetings as required.
• Monitor team workloads, ticket queues, escalations, and resource allocation to ensure timely resolution of client issues and effective service delivery.
• Review team performance metrics, ticket quality, and operational trends to identify opportunities for process improvement, reduced Mean Time to Resolution (MTTR), and improved customer satisfaction.
• Act as the primary escalation point for complex technical incidents, customer concerns, and internally escalated issues.
• Maintain oversight of the Escalation Board and ensure escalated tickets receive appropriate attention and follow-through.
• Collaborate with the Support Desk, Professional Services, Security, and Leadership teams to coordinate resources, resolve challenges, and support business objectives.
• Participate in incident response activities and provide technical leadership during critical incidents and service disruptions.
• Proactively review the monitoring of customer environments and recommend corrective actions to prevent issues before they impact operations.
• Analyze, recommend, and support improvements to client technology infrastructures, including servers, cloud services, security platforms, and business applications.
• Review idle ticket data, escalation trends, recurring issues, and technical debt to identify systemic improvements and operational efficiencies.
• Champion managed services best practices and continuously drive service improvement initiatives.
• Support client onboarding and offboarding activities, ensuring consistency, accuracy, and adherence to established standards.
• Develop, maintain, and review technical documentation, knowledge base articles, standard operating procedures, and process documentation.
• Assist in the creation and maintenance of technical infrastructure designs, implementation plans, and operational standards.
• Support internal security initiatives, compliance programs, SOC-related activities, and cybersecurity reviews.
• Act as a technical resource for Sales and Professional Services teams by providing guidance on Microsoft solutions, virtualization platforms, security solutions, and customer technology strategies.
• Administer and maintain key managed services platforms and tools, including ConnectWise, N-able, LogicMonitor, IT Glue, and other operational systems.
• Ensure accurate documentation of technical work, customer communications, and service activities within company-approved systems.
• Maintain current knowledge of emerging technologies, industry trends, security best practices, and managed services methodologies.
• Obtain and maintain technical certifications and professional development goals as assigned.
• Support business policies, operational standards, and strategic initiatives established by leadership.
• Perform other duties and responsibilities as assigned.

Desired Qualifications/Skills:

• Associate or bachelor’s degree and 8 years of related technology experience.
• Moderate knowledge of network topologies and networking components including routers, switches, VPN Concentrators, and firewalls (hardware/software) 
• 8 years’ experience supporting Office 365
• Experience supporting various security products
• Preferably Cisco Umbrella, Cisco ISE, Cisco Endpoint Security
• Experience with SAN storage (3PAR, NetApp, Pure, EMC)
• Experience with implementing and supporting MFA (Preferably DUO)
• Experience implementing and supporting virtualization technologies including VMWare and Hyper-V.
• Experience implementing and supporting Windows and Linux servers
• Competence in diverse technology skills, including desktop support, network/server/voice
• Infrastructure design/build/modification, Business application management and LAN/WAN administration.
• Excellent verbal and written communication skills.
• Ability to conduct and direct research into technical issues and products as required.
• Ability to present ideas in a business-friendly and user-friendly language.
• High level of self-motivation.
• Keen attention to detail.
• Knowledge of cloud technologies (AWS, Nutanix, Azure, VMware, etc.).
• Preferred: MCSA, MCSE, VCP, AWS or Azure certifications.
• Proven analytical, strategic thinking and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to thrive in a culture of growth, change and continuous learning.
• On-call availability
• Occasional travel to client sites may be required.
• Ability to work in an environment which may require:
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.
  • Lifting and transporting moderately heavy objects (up to 60lbs), such as computers and peripherals
  • Climbing ladders, crawling, bending and squatting

Benefits:

We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Benefits include:

• Medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Responsible Time Off (RTO)
• Life and disability insurance
• Health Savings Account (HSA), Flexible Spending Account (FSA), and Dependent Care Account (DCA)
• Voluntary supplemental benefits
• Eligibility for a quarterly performance bonus
• Professional development and training opportunities
• Business casual work environment

A complete overview of our benefits package will be provided during the interview and onboarding process.