Lead Engineer & Operations Manager in Rockaway

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Job DescriptionJob Description

Job Title: Lead Engineer & Operations Manager

Department: Technical Operations
Reports To: CEO

Job Type: Full-Time | On-Site

Position Summary:

The Lead Engineer and Operations Manager plays a dual role, overseeing the technical engineering team while managing the day-to-day operations of the MSP. This individual will lead high-level client support initiatives, mentor engineering staff, ensure service delivery standards, and streamline processes to improve efficiency, profitability, and client satisfaction.

Key Responsibilities:

Technical Leadership

• Act as senior technical escalation point for complex issues
• Design, plan, and implement network infrastructure and cloud solutions
• Oversee onboarding and execution of new client environments
• Maintain documentation and system integrity across all client networks
• Ensure security best practices and compliance standards are met

Team Management

• Supervise engineers and support staff, providing mentorship and technical guidance
• Manage scheduling, dispatching, and resource allocation for service tickets and projects
• Conduct regular team meetings and performance reviews
• Foster a culture of accountability, learning, and client focus

Operations & Process Management

• Oversee PSA/RMM platforms (e.g., ConnectWise, Autotask, Kaseya, etc.)
• Monitor SLAs and KPIs to ensure client satisfaction and operational efficiency
• Manage vendor relationships and procurement of hardware/software
• Collaborate with sales team on solution architecture and proposals
• Standardize documentation, runbooks, and SOPs

Client Relationship & Strategy

• Act as a technical advisor to clients during quarterly business reviews (QBRs)
• Align IT solutions with client business objectives
• Provide insight on emerging technologies and risk management
• Ensure smooth communication and escalation processes with clients

Requirements:

• 7+ years of experience in IT support or engineering roles, preferably in an MSP environment
• 3+ years in a leadership or operations role
• Strong knowledge of Microsoft 365, Azure, Windows Server, networking, firewalls, and virtualization
• Proficiency with PSA/RMM platforms (e.g., ConnectWise, Datto, N-Able)
• Excellent leadership, organizational, and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong written and verbal communication skills

Qualifications:

• Certifications: MCSA/MCSE, CompTIA (Network+/Security+), Cisco (CCNA), or PMP
• Experience with compliance frameworks (HIPAA, SOC2, etc.)
• Prior experience with project management and change control processes

Company DescriptionGrowing MSP support company providing support to very different types of small businessesCompany DescriptionGrowing MSP support company providing support to very different types of small businesses

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