What are the responsibilities and job description for the Manager, Managed Services Engineering position at Les Olson IT?
About Les Olson IT
Les Olson IT is one of the fastest-growing and most capable technology service providers in the West. We do I.T. the LOC Way—through talent, passion, and compassion—driving continual growth and a strong market position by delivering superior service.
Unlike most technology companies, Les Olson IT has been in business for over 70 years. We are a family-owned and family-operated company, a tradition that began at the Olson family dinner table and continues today. From those beginnings, we have grown to more than 320 employees across nine locations in two states.
Les Olson Company strives every day to elevate people, whether it's our clients, our team members, or members of the local community.
Position Summary
Les Olson Managed IT Services is seeking a Manager, Managed Services Engineering to lead our engineering operations team and drive service excellence across our managed services organization.
This leader will oversee a team of approximately 10 engineers and team leads responsible for service delivery, escalations, infrastructure support, automation, and operational improvement. Success in this role requires balancing people leadership, customer experience, technical strategy, operational performance, and business outcomes.
This is not a ticket management position. We are looking for a leader who sees the bigger picture, develops high-performing teams, improves processes, leverages automation and AI, and drives measurable results.
As a key member of the Managed IT leadership team, this individual will help shape workforce planning, operational maturity, service delivery, and the future of our managed services organization.
Key Responsibilities
We're seeking a leader who understands that every operational decision impacts customer success, employee engagement, service quality, scalability, and profitability.
The ideal candidate is accountable, strategic, people-focused, and passionate about building high-performing teams while driving continuous improvement through technology, automation, and operational excellence.
This role is designed for someone with the potential to grow into a future Director-level leadership position.
Benefits
Les Olson IT is one of the fastest-growing and most capable technology service providers in the West. We do I.T. the LOC Way—through talent, passion, and compassion—driving continual growth and a strong market position by delivering superior service.
Unlike most technology companies, Les Olson IT has been in business for over 70 years. We are a family-owned and family-operated company, a tradition that began at the Olson family dinner table and continues today. From those beginnings, we have grown to more than 320 employees across nine locations in two states.
Les Olson Company strives every day to elevate people, whether it's our clients, our team members, or members of the local community.
- We seek to elevate our clients by delivering cutting-edge IT strategy, security, solutions, and support. Each of our team members recognizes that they have a direct impact on the success of the local businesses we serve every day.
- We seek to elevate every team member's career, firmly believing that customer success cannot happen without employee success. We do this by working with each employee to design a fulfilling career path that grows and evolves as they do.
- We seek to elevate our local community members by rewarding our employees for volunteering at local charities and participating in our ongoing food drives.
Position Summary
Les Olson Managed IT Services is seeking a Manager, Managed Services Engineering to lead our engineering operations team and drive service excellence across our managed services organization.
This leader will oversee a team of approximately 10 engineers and team leads responsible for service delivery, escalations, infrastructure support, automation, and operational improvement. Success in this role requires balancing people leadership, customer experience, technical strategy, operational performance, and business outcomes.
This is not a ticket management position. We are looking for a leader who sees the bigger picture, develops high-performing teams, improves processes, leverages automation and AI, and drives measurable results.
As a key member of the Managed IT leadership team, this individual will help shape workforce planning, operational maturity, service delivery, and the future of our managed services organization.
Key Responsibilities
- Lead, coach, and develop a team of L1-L3 engineers and team leads.
- Oversee daily service operations, escalations, SLAs, and team performance.
- Drive operational excellence through ITIL-based practices and continual service improvement.
- Develop workforce plans, hiring strategies, and employee development programs.
- Serve as a senior technical leader across Microsoft, cloud, infrastructure, networking, security, and endpoint technologies.
- Lead automation and AI initiatives, including Microsoft Copilot, Copilot Studio, Power Platform, and workflow automation.
- Monitor operational metrics and implement improvements that enhance efficiency, customer satisfaction, and business performance.
- Partner with leadership on strategic planning, budgeting, technology investments, and organizational growth.
- 7 years of IT infrastructure, operations, or managed services experience.
- 3 years leading technical teams in a support, engineering, or service delivery environment.
- Experience managing teams of 8-15 technical professionals.
- MSP experience strongly preferred.
- Strong background in Microsoft Azure, Microsoft 365, Entra ID, Intune, Windows and Linux administration, networking, cybersecurity, and endpoint management.
- Experience with PSA/ITSM platforms such as Autotask, ConnectWise, HaloPSA, or ServiceNow.
- Proven success implementing automation, integrations, scripting, Power Platform, Copilot, or AI-driven operational improvements.
We're seeking a leader who understands that every operational decision impacts customer success, employee engagement, service quality, scalability, and profitability.
The ideal candidate is accountable, strategic, people-focused, and passionate about building high-performing teams while driving continuous improvement through technology, automation, and operational excellence.
This role is designed for someone with the potential to grow into a future Director-level leadership position.
Benefits
- Paid Time Off
- Sick Days
- Paid Holidays
- 401k match Pension
- Work-life Balance
- Full Medical, Dental & Vision HSA
- Life Insurance
- Local Volunteer Opportunities