OverviewWe are seeking a Systems Engineer, Manager to lead a team of analysts responsible for supporting enterprise infrastructure services. This role manages day-to-day workflow, prioritization, escalation, and service delivery for analysts supporting systems, platforms, incidents, requests, maintenance activities, documentation, and operational improvement efforts.
The Manager provides people leadership, operational oversight, and technical coordination to ensure analysts deliver reliable, secure, and timely support for production and development infrastructure environments. The role works closely with engineering, security, application, network, and business teams to align support activity with business priorities, change management practices, and enterprise technology standards.
Responsibilities- Lead, coach, and support a team of Systems Engineer analysts responsible for daily infrastructure operations, incident response, service requests, monitoring, maintenance, and documentation.
- Manage incoming work, backlog, ticket queues, priorities, assignments, and escalation paths to ensure timely and effective support across supported systems and platforms.
- Coordinate analyst response to incidents, recurring issues, service degradation, capacity concerns, and operational risks, ensuring appropriate triage, communication, documentation, and follow-up.
- Serve as the primary escalation and coordination point for analyst workflow, partnering with senior engineers, infrastructure owners, security teams, application teams, vendors, and business stakeholders as needed.
- Ensure analysts follow established runbooks, documentation standards, change management practices, access procedures, and operational controls when performing support and maintenance activities.
- Support infrastructure changes, patching, upgrades, certificate renewals, deployments, and maintenance windows by coordinating analyst activities, validating readiness, and confirming completion of assigned tasks.
- Review ticket quality, operational documentation, knowledge-base articles, and runbooks to promote consistent service delivery and continuous improvement.
- Track operational performance, recurring support patterns, workload distribution, SLA adherence, incident trends, and improvement opportunities; provide clear updates and recommendations to leadership.
- Promote cross-training, knowledge sharing, and analyst skill development across Windows Server, virtualization, identity services, networking dependencies, monitoring tools, certificates, and related infrastructure services.
- Conduct regular one-on-one meetings, performance feedback, goal setting, staffing coordination, and career development activities for direct reports.
- Partner with leadership to improve support processes, monitoring and alerting practices, operational readiness, team procedures, and repeatable workflows.
- Model clear communication, accountability, sound judgment, urgency, security awareness, and customer-focused service when working with technical and non-technical stakeholders.
QualificationsREQUIRED QUALIFICATIONS:- Bachelor's degree in Computer Science, Information Technology, Engineering, Business Information Systems, or a related field, or equivalent combination of education, technical experience, service management experience, and leadership experience.
- 5+ years of experience in systems engineering, infrastructure services, enterprise application services, technical service management, software tooling administration, or a related enterprise IT role.
- 3+ years of experience leading, managing, supervising, mentoring, or coordinating technical teams responsible for infrastructure services, application services, software tools, or operational support functions.
- Strong working knowledge of Microsoft Windows Server operations, production infrastructure support, virtualization, application services, identity services, certificates, monitoring, and related enterprise platforms.
- Working understanding of enterprise networking concepts and operational dependencies, including DNS, DHCP, routing, firewalls, VPN, load balancing, certificates, and secure connectivity.
- Experience managing incident response, ticket queues, service requests, escalations, change records, and operational documentation using IT service management platforms such as Jira Service Management.
- Experience using monitoring and observability tools such as DataDog, SolarWinds, Azure Monitor, or similar platforms to support alert review, incident response, and operational reporting.
- Ability to prioritize competing operational demands, make sound decisions in production support situations, and communicate effectively with leadership, technical teams, and business stakeholders.
- Strong written and verbal communication skills, including the ability to present status, risks, trends, decisions, and follow-up actions clearly and professionally.
- Demonstrated ability to develop team members, improve processes, reinforce accountability, and sustain reliable service delivery in a fast-paced environment.
PREFERRED QUALIFICATIONS:- Experience leading distributed or remote technical teams supporting production infrastructure services.
- Knowledge of identity and access management platforms and practices, including Active Directory, Entra ID, Okta, group policy, and account lifecycle processes.
- Experience with PowerShell or other scripting tools used to support automation, reporting, evidence gathering, or repeatable operational tasks.
- Experience supporting operational readiness, post-incident reviews, continuous improvement efforts, process documentation, and cross-functional technical coordination.
- Relevant industry certifications such as Microsoft, Cisco, AWS, VMware, Nutanix, NetApp, Check Point, ITIL, or equivalent infrastructure or service management certifications.
Total CompensationBase pay is one element of the total compensation package. Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.
Salary RangeIt is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.
Pay RangeUSD $121,000.00 - USD $164,000.00 /Yr.
