Team Lead Systems Engineer

Position Overview:

The Managed Services Systems Lead is a pivotal role within our Technology division, responsible for front-line technical support and ensuring seamless operations across desktop, network, server, and voice systems. This role emphasizes proactive issue resolution, client relationship building, and fostering continuous technological improvement in a dynamic, fast-paced environment.

Key Responsibilities:

• Deliver exceptional client service to enhance relationships and maintain high satisfaction levels.
  
  
  
  



• Conduct in-depth analysis, benchmarking, and reporting to recommend and implement improvements in technology infrastructure.
  
  
  
  



• Maintain up-to-date knowledge of emerging technologies and integrate industry best practices into daily operations.
  
  
  
  



• Resolve escalated service desk issues, ensuring timely solutions while minimizing disruption.
  
  
  
  



• Anticipate and mitigate potential technical issues through active system monitoring and preventive action.
  
  
  
  



• Serve as a technical escalation point for internal team members and client concerns.
  
  
  
  



• Oversee client onboarding/offboarding processes to ensure smooth transitions and minimal downtime.
  
  
  
  



• Collaborate with project teams to design, implement, and maintain moderately complex network systems.
  
  
  
  



• Develop and maintain comprehensive technical design documents and ensure system stability through rigorous testing.
  
  
  
  



• Create and manage detailed knowledge base articles to standardize issue resolution processes.
  
  
  
  



• Design and refine IT processes and procedures to enhance operational efficiency.
  
  
  
  



• Support scope development and project estimation for technical initiatives.
  
  
  
  



• Actively communicate with stakeholders to build trust and ensure alignment with business objectives.
  
  
  
  



• Accurately document technical activities, track time, and maintain status updates in company tools.
  
  
  
  



• Administer IT-related tools such as N-Central, IT Glue, ConnectWise, and LogicMonitor.
  
  
  
  



• Guide junior technicians through mentorship and regular performance reviews.
  
  
  
  



• Drive policy implementation and business process improvements in alignment with company goals.
  
  
  
  



• Stay flexible to handle additional responsibilities as required.

Essential Skills and Experience:

• Proficient in managing complex network architectures, including routers, switches, VPNs, and firewalls.
  
  
  
  



• Expertise in Office 365 administration, with 7+ years of hands-on experience.
  
  
  
  



• strong background in security technologies, with a preference for Cisco Umbrella, Cisco ISE, and Cisco Endpoint Security.
  
  
  
  



• Skilled in SAN storage management (3PAR, NetApp, Pure, EMC).
  
  
  
  



• Experience implementing and supporting multi-factor authentication (Duo preferred).
  
  
  
  



• Adept in virtualization technologies, including VMware and Hyper-V.
  
  
  
  



• Deep experience with both Windows and Linux server environments.
  
  
  
  



• Broad knowledge of cloud platforms (AWS, Azure, VMware) and hybrid infrastructure.
  
  
  
  



• Demonstrated ability to design, implement, and support business-critical IT applications.
  
  
  
  



• Proven strategic thinker with exceptional analytical and problem-solving skills.
  
  
  
  



• strong written and verbal communication skills, capable of presenting technical ideas in a clear and user-friendly manner.
  
  
  
  



• Certifications such as MCSA, MCSE, VCP, or AWS/Azure are highly desirable.

Work Environment & Requirements:

• Adaptable to a high-pressure, continuously evolving technical landscape.
  
  
  
  



• Ability to travel as needed.
  
  
  
  



• Available for on-call support to address urgent issues.
  
  
  
  



• Comfortable with extended periods of desk work, occasional physical tasks like lifting equipment, and inspecting cabling in constrained spaces.

This role demands a highly motivated professional who thrives in a culture of growth, embraces change, and is committed to ongoing learning and improvement.

Job Title: Managed Services Systems Lead

Department/Division: Technology/Managed Services

Reports To: Director of Managed Services

Job Summary:

The Managed Services Systems Lead is a core functionality position of our Technology team. This position is the front line for the company's technical support and directly interacts with users and works in a swift and timely manner to resolve their issues.

Responsibilities:

Practice strong client service to help foster and enhance our relationships with our clients.

Benchmark, analyze, report on and make recommendations for the improvement and growth of the technology infrastructure, which includes desktop, network, server and voice systems.

Maintain current knowledge of relevant technology and research industry best practices.

Gain and maintain certifications in assigned area of expertise.

Work with the end user to resolve service desk issues.

Coordinate with Technology management to resolve systems related issues.

Mitigate future issues by monitoring and proactively resolving issues before they reach a critical state.

Act as point of contact on technical escalations from other team members

Act as point of contact for customer related escalations

Participate in client onboarding and offboarding

With moderate guidance from other project members, create and maintain basic to moderately complex networks for the benefit of internal and external clients.

Assist in the development of technical infrastructure design documents.

Help with initial unit testing of all system changes with the goal of providing a stable production environment.

Create knowledge articles related to issue resolution

Help develop and maintain IT process and procedures

Assist team members in developing scope documents and project estimates as needed.

Communicate consistently and effectively with clients and business associates to build trust and create successful partnerships.

Develop knowledge of internal and external clients' business and help provide options to resolve issues or proactively advance organization forward.

Complete assigned tasks in a timely manner, track hours and communicate status to project manager.

Track all documentation and communications through Carrier Access IT, LC.'s tools

Help administer IT related tools (N-Central, IT Glue, ConnectWise, LogicMonitor, etc.)

Understand the impact of projects on both business and technology infrastructure.

Meets with junior technicians to provide guidance and coaching on a regular basis

Reviews teams open tickets for quality and to identify areas of improvement.

Helps implement and drive business policy

Perform other tasks as needed and/or requested

Desired Qualifications/Skills:

Exceptional client service orientation.

Moderate knowledge of network topologies and networking components including routers, switches, VPN Concentrators, and firewalls (hardware/software)

7+ 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 us