We are seeking a Systems Engineer, Manager to lead an application and infrastructure services team responsible for delivering, maintaining, documenting, and continuously improving enterprise services that enable business operations and software engineering teams. This role is focused on reliable delivery of shared technology services such as Microsoft 365, Active Directory, Entra ID, monitoring and observability, patch and vulnerability management, Azure AVD/VDI, certificate lifecycle processes, identity-related services, and other infrastructure service capabilities.

The Manager is accountable for service delivery, operational maturity, application services stewardship, vendor coordination, documentation quality, utilization improvement, and stakeholder engagement across assigned enterprise technology services. This role maintains close working connectivity with infrastructure services and architecture teams to ensure service designs, standards, dependencies, and escalations align with enterprise infrastructure architecture. The role also partners with an operations to ensure day-to-day operations, analyst workflows, runbooks, monitoring responses, patching activities, and service requests are executed consistently and effectively.

• Lead, coach, and develop a team responsible for delivering enterprise infrastructure services, application services stewardship, service documentation, vendor coordination, operational improvement, and customer-focused support outcomes.
• Manage service delivery and lifecycle coordination for Microsoft 365, Active Directory, Entra ID, monitoring and observability platforms, patching services, Azure AVD/VDI, certificate lifecycle management, and related shared infrastructure services.
• Own the inventory and stewardship of third-party applications and software tools used by software engineering teams as components of company product solutions, ensuring current documentation, vendor ownership, version status, lifecycle information, support contacts, business owners, technical owners, and escalation paths are maintained.
• Develop and maintain practical knowledge of where and how assigned third-party applications, engineering tools, and infrastructure services are used within company software products, services, development workflows, integrations, and operational support models.
• Partner with software engineering, product, architecture, security, procurement, vendor management, service desk, operations, and business teams to align application services, engineering tools, infrastructure services, licensing, renewals, support models, and implementation priorities with business needs.
• Work with the core infrastructure team and architecture team to define service dependencies, architecture standards, technical handoffs, escalation paths, platform ownership boundaries, operational readiness expectations, and lifecycle plans for shared infrastructure services.
• Partner with the operations team to translate service standards into operational procedures, analyst runbooks, ticket workflows, monitoring responses, patching schedules, certificate renewal tasks, user-impact communications, and repeatable support practices.
• Drive utilization, feature adoption, process improvement, and value realization for software tool investments by understanding stakeholder needs, promoting available capabilities, identifying underused functionality, measuring adoption trends, and recommending optimization or rationalization opportunities.
• Maintain clear service documentation, application inventories, integration notes, ownership records, vendor contacts, support procedures, license and renewal details, upgrade plans, knowledge-base articles, and operational handoff materials.
• Coordinate infrastructure service changes, patching activities, upgrades, deployments, certificate renewals, access changes, monitoring improvements, and maintenance windows in accordance with change management, information security, and operational control practices.
• Track service performance, incident trends, recurring issues, adoption patterns, license utilization, application risk, vendor support performance, documentation gaps, lifecycle concerns, and improvement opportunities; provide clear updates and recommendations to leadership.
• Conduct regular one-on-one meetings, performance feedback, goal setting, staffing coordination, career development, and succession planning activities for direct reports.
• Model clear communication, accountability, sound judgment, urgency, security awareness, and customer-focused service when working with technical and non-technical stakeholders.

REQUIRED 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 365, Active Directory, Entra ID, Windows Server services, identity lifecycle processes, access administration, group policy concepts, and service delivery practices for enterprise collaboration and identity services.
• Experience coordinating patching, monitoring, alerting, observability, certificate lifecycle management, Azure AVD/VDI services, endpoint or infrastructure service dependencies, operational readiness, and recurring maintenance processes.
• Experience managing inventories of third-party applications, engineering tools, SaaS platforms, or vendor-supported software, including ownership records, usage context, vendor contacts, support agreements, renewal timelines, version status, upgrade planning, and documentation requirements.
• Ability to understand and document how infrastructure services, third-party applications, software engineering tools, integrations, and vendor platforms support company products, services, development workflows, security requirements, and operational processes.
• Experience managing incident response, escalation coordination, change records, implementation planning, service requests, operational documentation, service catalogs, application inventories, and technical risk using IT service management platforms such as Jira Service Management.
• Experience using monitoring, reporting, analytics, utilization, or observability tools such as DataDog, SolarWinds, Azure Monitor, Microsoft 365 admin reporting, SaaS administration portals, or similar platforms to support service performance, adoption, incident response, capacity, and operational reporting.
• Ability to prioritize competing technical and operational demands, make sound decisions in production support situations, and communicate effectively with leadership, technical teams, vendors, and business stakeholders.
• Strong written and verbal communication skills, including the ability to present status, risks, architecture decisions, implementation plans, tradeoffs, and follow-up actions clearly and professionally.
• Demonstrated ability to develop team members, improve engineering practices, reinforce accountability, manage technical debt, and sustain reliable service delivery in a fast-paced environment.

PREFERRED QUALIFICATIONS:

• Experience leading distributed or remote teams delivering enterprise infrastructure services, application services, collaboration platforms, identity services, engineering tools, or production support functions.
• Experience with identity, collaboration, and productivity platforms, including Microsoft 365, Active Directory, Entra ID, Okta, Exchange Online, Teams, SharePoint, OneDrive, group policy, privileged access, and account lifecycle processes.
• Experience with PowerShell or other scripting and automation tools used to support configuration management, reporting, evidence gathering, repeatable operational tasks, and infrastructure lifecycle activities.
• Experience supporting software asset management, vendor governance, tool rationalization, license optimization, application lifecycle planning, feature adoption campaigns, service catalogs, or technology value realization initiatives.
• Experience supporting regulated or compliance-driven environments with security, audit, access control, documentation, and evidence requirements.
• Relevant industry certifications such as Microsoft, Cisco, AWS, VMware, Nutanix, NetApp, Check Point, ITIL, or equivalent infrastructure, networking, cloud, security, or service management certifications.

Total Compensation
Base 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 Range
It 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.

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