Prescriptive Data Solutions · 7 hours ago
Managed Services Technical Lead
Texas, United States
Full-time
Remote
Senior Level, Lead/Staff
5+ years exp
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Hiring Manager
Shawn Nelson
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Responsibilities
Assist with providing technical guidance and direction to the managed services team on complex issues, system architecture, and technology selection.
Provide hands-on technical skills around systems, network and security management and administration.
Monitor system performance and identify potential issues proactively to prevent service disruptions.
Stay updated on emerging technologies and industry best practices to optimize managed service offerings.
Assist with conducting regular client reviews to assess service quality, identify areas for improvement, and proactively address concerns.
Act as the primary technical contact for clients, understanding their needs and ensuring service delivery aligns with their expectations.
Collaborate with account managers to manage client relationships and expectations.
Assist with leading and mentoring a team of engineers responsible for providing technical support, server, network, and security administration and maintenance.
Assist with assigning tasks, delegating work effectively, and monitoring team performance to achieve service level agreements.
Develop technical skills and knowledge within the team through training and coaching.
Manage service operations effectively and assist with triaging and dispatching support issues through ticketing system.
Manage escalated technical issues, troubleshoot complex problems, and provide timely resolutions to client incidents.
Conduct root cause analysis to identify recurring issues and implement preventative measures.
Participate in on-call support rotation for MSP customers during non-business hours (evenings and weekends).
Identify opportunities to automate services, streamline processes, and optimize service delivery for managed services.
Contribute to the development of internal technical documentation and create managed service standards, policies, and procedures.
Develop and implement new service offerings to meet evolving client needs.
Obtained technical industry certifications on a yearly basis to maintain partner technical requirements.
Qualification
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Required
Deep understanding of IT infrastructure components, including servers, networks, storage, cloud solutions, and ITIL practices.
Strong expertise in system, network, and security solutions, including: M365, Azure, Meraki, Fortinet, Mimecast, SentinelOne (or similar technologies).
Excellent problem-solving, troubleshooting skills, and decision-making abilities.
Experienced with technical project management and ability to deliver on time and on budget while meeting business goals and objectives.
Ability to manage high-pressure situations and manage multiple projects and priorities effectively.
Experience in managed service tools, including: ConnectWise, BrightGauge, LogicMonitor, Lionguard, ITGlue, NinjaRMM (or similar solutions).
Exceptional communication and interpersonal skills to interact effectively with clients and technical teams.
Detailed oriented with a high priority emphasis on executing job responsibilities with quality and precision.
Strong work ethic with the ability to take the initiative and work independently and on job assignments.
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
5+ years of experience in IT managed services, with at least 2 years in a leadership or team lead role.
Company
Prescriptive Data Solutions
Prescriptive Data Solutions provides information technology consulting, solutions, integration, and managed services for the enterprise.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Joe Galvan
Co-Founder & Chief Architect
Justin Richards
Co-founder and Chief Architect
Company data provided by crunchbase
