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 Connect Wise, N-able, Logic Monitor, 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 (3
  
  PAR, Net App, Pure, EMC)
• Experience with implementing and supporting MFA (Preferably DUO)
• Experience implementing and supporting virtualization technologies including VMWare and Hyper-V.
• Experience implementing and…