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 365Experience supporting various security productsPreferably Cisco Umbrella, Cisco ISE, Cisco Endpoint SecurityExperience 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 serversCompetence in diverse technology skills, including desktop support, network/server/voiceInfrastructure 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 availabilityOccasional 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 peripheralsClimbing 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 insurance401(k) retirement plan with company matchResponsible Time Off (RTO)Life and disability insuranceHealth Savings Account (HSA), Flexible Spending Account (FSA), and Dependent Care Account (DCA)Voluntary supplemental benefitsEligibility for a quarterly performance bonusProfessional development and training opportunitiesBusiness casual work environment A complete overview of our benefits package will be provided during the interview and onboarding process.