Manager, Managed Services Engineering

Les Olson IT; South Salt Lake (UT); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Paid Time Off

Sick Days

Paid Holidays

401k match + Pension

Work-life Balance

Health, Dental & Vision + HSA

Life Insurance

Local Volunteer Opportunities

Job summary

Les Olson IT seeks a Manager, Managed Services Engineering to lead our engineering operations team and drive service excellence across the managed services organization.

The role oversees ~10 engineers and team leads, focusing on service delivery, escalations, automation, and operational improvement. It emphasizes not ticket management but strategic leadership and measurable results.

Qualifications

• Demonstrated leadership and people-management skills in IT infrastructure or managed services environments.
• Experience guiding high-performing technical teams (8–15 engineers) and setting strategic direction.
• Strong understanding of ITIL-based service operations and continual service improvement.
• Familiarity with automation, AI, and platform integrations to drive operational excellence.

Responsibilities

• Lead, coach, and develop a team of L1-L3 engineers and team leads.
• Oversee daily service operations, escalations, SLAs, and team performance.
• Drive operational excellence through ITIL-based practices and continual service improvement.
• Develop workforce plans, hiring strategies, and employee development programs.
• Serve as a senior technical leader across Microsoft, cloud, infrastructure, networking, security, and endpoint technologies.
• Lead automation and AI initiatives, including Copilot, Power Platform, and workflow automation.
• Monitor operational metrics and implement improvements for efficiency and customer satisfaction.
• Partner with leadership on strategic planning, budgeting, technology investments, and growth.

Skills

Leadership

People management

Strategic thinking

Customer focus

Tools

Autotask

ConnectWise

HaloPSA

ServiceNow

Job description

Position Summary

Les Olson Managed IT Services is seeking a Manager, Managed Services Engineering to lead our engineering operations team and drive service excellence across our managed services organization.

This leader will oversee a team of approximately 10 engineers and team leads responsible for service delivery, escalations, infrastructure support, automation, and operational improvement. Success in this role requires balancing people leadership, customer experience, technical strategy, operational performance, and business outcomes.

This is not a ticket management position. We are looking for a leader who sees the bigger picture, develops high-performing teams, improves processes, leverages automation and AI, and drives measurable results.

As a key member of the Managed IT leadership team, this individual will help shape workforce planning, operational maturity, service delivery, and the future of our managed services organization.

Key Responsibilities

• Lead, coach, and develop a team of L1-L3 engineers and team leads.


• Oversee daily service operations, escalations, SLAs, and team performance.


• Drive operational excellence through ITIL-based practices and continual service improvement.


• Develop workforce plans, hiring strategies, and employee development programs.


• Serve as a senior technical leader across Microsoft, cloud, infrastructure, networking, security, and endpoint technologies.


• Lead automation and AI initiatives, including Microsoft Copilot, Copilot Studio, Power Platform, and workflow automation.


• Monitor operational metrics and implement improvements that enhance efficiency, customer satisfaction, and business performance.


• Partner with leadership on strategic planning, budgeting, technology investments, and organizational growth.

Qualifications

• 7+ years of IT infrastructure, operations, or managed services experience.


• 3+ years leading technical teams in a support, engineering, or service delivery environment.


• Experience managing teams of 8-15 technical professionals.


• MSP experience strongly preferred.


• Strong background in Microsoft Azure, Microsoft 365, Entra ID, Intune, Windows and Linux administration, networking, cybersecurity, and endpoint management.


• Experience with PSA/ITSM platforms such as Autotask, ConnectWise, HaloPSA, or ServiceNow.


• Proven success implementing automation, integrations, scripting, Power Platform, Copilot, or AI-driven operational improvements.

The Leader We're Looking For

We're seeking a leader who understands that every operational decision impacts customer success, employee engagement, service quality, scalability, and profitability.

The ideal candidate is accountable, strategic, people-focused, and passionate about building high-performing teams while driving continuous improvement through technology, automation, and operational excellence.

This role is designed for someone with the potential to grow into a future Director-level leadership position.

Benefits

• Paid Time Off


• Sick Days


• Paid Holidays


• 401k match + Pension


• Work-life Balance


• Full Medical, Dental & Vision + HSA


• Life Insurance


• Local Volunteer Opportunities