Managed Services, Engineering Manager

Your primary responsibility will be to grow and manage the Company’s technical and business operations related to its Managed Services practice. You will provide engineering oversight of the Managed Services personnel to implement solutions involving enterprise systems and software for delivery to current and future Helient on-premises, cloud, and Managed Services customers.

• Tasks involved in this role may include, but are not limited to:
• Daily management of Managed Services team and associated project/service tickets
• Development of team members knowledge of Helient supported technologies.
• Service Delivery: SLA attainment, maintaining response and resolution times, first-contact resolution, checking on ticket aging and backlog, and client satisfaction
• Monitoring engineer utilization and billable percentage.
• Autotask discipline : time entry, ticket categorization, ticket assignment and ticket balancing.
• ⁠Staffing and scheduling :   covering shift handoffs and running a fair on-call rotation without burning people out, ensuring coverage, and scheduling per client support.
• Support for physical and virtual desktops, servers, applications, and data for current and future Helient on-premises and cloud-provisioned customers
• Develop best practices for process and procedure based on customer requirements and familiarity with vendor recommendations and requirements.
• Support the ongoing operation and maintenance of production systems within the terms of customer contracted Service Level Agreements (SLA)
• Determine, enforce, and document internal Helient Service Level Agreements (SLA) for monitoring, vendor support, and other issues transitioning between all Managed Services shifts.
• Creation of scheduled reports to customer and executive teams outlining trends and systems performance
• Recommendations on process improvements and establishing new processes where applicable.
• Identify areas for operational improvement and efficiency.
• Lead efforts to create and maintain documentation of established processes and procedures.
• Assist with methodical and efficient onboarding of new Managed Services engineers.
• Support the ongoing operation and maintenance of production systems within the terms of customer contracted service level agreements.
• Manage professional development and training objectives for all Managed Services staff.
• Technical Lead for all Systems Engineering offerings; current and future Helient on-premises and cloud-provisioned customers
• Implement the successful realization of design objectives within the defined constraints of schedule and budget.

Technical oversight include :

• Networking Infrastructure & Services

o  Switching, Routing, VLANs

o  IP Addressing and Subnet Masking

o  Application / Network Load Balancing / NetScaler / F5/ Kemp

o  DFS, DHCP, BOOTP, PXE, DNS

o  TCP / UDP

• Directory Services / Active Directory

o  Windows AD (OUs, Subnets, Sites)

o  Group Policy / Group Policy Preference

o  Azure AD and Entra ID

• Windows Operating Systems

o  Windows Server 2019, 2016, 2022, 2025

o  Windows 11

o  Windows Services and Processes

o  Windows Networking Stack and Firewall

o  Windows Device Management

o  Windows Disk and Storage Management (Local, SAN / NAS)

o  WMI/WinRM

o  Local Security and Policy Management

• Server Hypervisors and Virtualization Infrastructure

o  VMware vSphere

o  Citrix

o  Microsoft Hyper-V

o  Nutanix AHV

• Application and Desktop Virtualization

o  Citrix Virtual Apps & Desktop

o  Microsoft Remote Desktop Services / Terminal Services

o  Microsoft Azure Virtual Desktop (AVD)

o  Windows 365

o  VMware Horizon View

o  Application Virtualization & Streaming – Citrix, Microsoft, VMware

• Storage Area Networking

o  Nutanix

o  NetApp

o  Pure Storage

o  Microsoft Azure IaaS, Files, and Blob Storage

o  iSCSI / FC / FCoE / CIFS / NFS

• System Hardware

o  Servers: Dell, HP, UCS rack mounted & blade chassis

o  Nutanix Virtual Computing Platform

o  Desktops and Laptops: HP, Dell, Lenovo

o  Thin Clients: HP, Dell (Wyse), IGEL

• Application Servers

o  Microsoft Exchange 2019, 2016

o  Microsoft SQL Server 2019, 2016, 2012

o  Internet Information Services (IIS)

o  Microsoft System Center / Microsoft Endpoint Configuration Manager

• Cloud Services

o  Microsoft Azure

o  Microsoft 365

o  Windows 365

o  Amazon EC2

• Monitoring, RMM, and Patch Management Platforms

o  LogicMonitor

o  Auvik

o  Datto PSA

o  Azure ARC

o  PagerDuty