MSP Engineer Group Manager

Cyber Advisors (CA) based in Schaumburg, IL, is looking for an experienced MSP Engineer Group Manager. CA is a steadily growing IT managed services provider (MSP) business that specializes in a very high-quality, customer-focused approach to designing, managing, and maintaining our customer's IT environment. We have invested a tremendous amount of time to develop our technology, processes, and support platform. We are now adding to our team of outstanding individuals to help in our growth. Come grow with us!

You can learn more about us at https://cyberadvisors.com/

This is a full-time Onsite/Hybrid role, supporting the Schaumburg team and interfacing with local clients as needed. Based in the Chicagoland area.

Roles and Responsibilities

The MSP Engineer Group Manager provides direct management oversight to engineers and technicians at Cyber Advisors. Responsible for business activities, scheduling and liaison with internal staff and vendors to ensure successful and timely delivery of managed services. The MSP Engineer Group Manager will work closely with service delivery teams to ensure that services are completed with consistently high quality, while ensuring that customer expectations are met or exceeded. We are looking for a people-person who has strong leadership and project management skills, can solve problems creatively, and can communicate with clarity and kindness.

The primary duties of MSP Engineer Group Manager are the following:

1. Maintain schedules and utilization of engineering staff
2. Maintain key processes and documentation for the MSP engineering staff
3. Provide direct management to support the careers of the engineering team
4. Establish and maintain customer service via remote and on-site ad-hoc and scheduled meetings and surveys

Service Delivery

• Manage team of Systems Engineers and Technicians at Cyber Advisors in day-to-day tasks and schedules
• Make sure engineers follow the procedures and policies defined for their role and responsibilities
• Act as a Service Delivery escalation point
• Set new account assignments
• Provide guidance and direction to the technical services personnel to assist them in their professional development
• Be responsible for the professional growth of engineers, provide development and training plans
• Create performance metrics for the employees and monitor their business activities including ticket activity
• Identify and coordinate mentoring/shadowing opportunities. Maintain knowledge sharing
• Supervise after-hours call rotation
• Conduct engineering regular meetings, one-to-one and as a group – at least once a month.
• Foster collaboration between engineers
• Manage engineers’ time: vacations, days off, etc.
• Work closely with delivery teams to ensure that customer engagements are completed with the highest consistent quality
• Support the creation of contracts as needed
• Performs other related duties as assigned

Technical skills

General Knowledge:

• IT and Cyber Security services
• IT security products and providers
• Ticket flow best practices
• Scheduling and timesheet management/approval
• Infrastructure (Servers, storage, networking, endpoints)

qualifications

• 5 years in a similar role
• Desired 3 years project management experience
• Strong ability to handle client expectations and project scope during all stages of client engagement
• Experience managing multiple projects with multiple work streams
• Excellent written, oral, and interpersonal communication skills
• Proven ability to manage complex schedules
• Ability to conduct and direct research into IT issues and products
• Ability to present ideas in business-friendly and user-friendly language
• Highly self-motivated, self-directed, and attentive to detail
• Ability to effectively prioritize and execute tasks
• Experience working in a team-oriented, collaborative environment

Professional competencies

• Enthusiasm and Motivation: The MSP Engineer Group Manager is highly motivated, maintains high energy levels, drive and enthusiasm to achieve objectives.
• Communication: Maintains and enhances communication and relationship skills at all levels. Understands the client relationship requirement. Able to communicate technical and business information to widely varied audiences.
• Quality Control Review: Reviews tasks to ensure quality meets or exceeds standards.
• Teamwork: Identifies with the business mission of Cyber Advisors and is motivated to achieve that mission.
• Business Focus: Maintains a business perspective to solutions developed and implemented. Maintains knowledge of strategic, conceptual, consultative selling.
• Professionalism: Maintains consistently high standards, attention to detail and strong analytical skills.
• Flexibility: Maintains effectiveness in different situations and is receptive to new ideas.
• Timely Response/Accessibility: Available when needed and responsive when called. Responds positively and quickly to client and Cyber Advisors’ requirements and meets deadlines while at the same time effectively balances competing priorities. Ability to multi-task and be able to represent multiple subjects and products.
• Judgment/Decision Making: Is prepared to make independent decisions rather than defer. Makes decisions based on logical assumptions as well as demonstrates mature and balanced judgment. Has the ability to develop a broad awareness of the client's technical architecture and emerging technologies with enough knowledge to determine what is and is not possible.
• Knowledge: Keeps abreast of new products and services and delivery methods and passes knowledge of these on to others.
• Pro-Active: Identifies problems and needs, proposes appropriate solutions, anticipates needs and responds accordingly.
• Progress Reporting: Proactively communicates issues and progress to management. Has the ability to write proposals and document procedures. Seeks assistance when required.

COMPENSATION BENEFITS:

- Competitive salary depending on skills and experience.

- PTO and 8 Paid Holidays

- Employer-paid Health and Dental Insurance for CA employees.

- Great opportunities for career advancement

- 401k with employer matching

- Paid time off to train for continuing education

- Disability and Life Insurance

About Cyber Advisors:

Cyber Advisors' culture is like no other. First and absolutely foremost, we believe in taking care of our employees and their families. Whether we are blowing off steam at Top Golf, gathering for a fun summer Car show, or hosting sales –vs- engineering paintball war, we play just as hard as we work. We believe good things come to those who sweat

Cyber Advisors is a company that values people and their personal growth. We believe that happy and successful employees are the best way to take tremendous care of our customers. At Cyber Advisors employees have an opportunity to make a difference for our company and our clients and are not just a number.