Senior Systems Engineer | Boston Operations Lead (Leadership Track)

Boston Managed IT; Waltham (MA); Hybrid; USD 78,000 - 85,000; Full time

Job summary

Boston Managed IT (BMIT) is seeking an experienced Senior Systems Engineer to grow into leading our Boston operations from Waltham, MA. The role is part of a planned leadership transition in 2027, with a structured, hands-on ramp that pairs you with the current Boston lead and progressively assumes more responsibility while staying engaged technically.

You will manage client environments, mentor engineers, and coordinate service delivery across Greater Boston, balancing leadership duties with

Qualifications

• 3+ years of professional MSP/MSSP experience.
• Experience handling advanced technical escalations.
• Strong admin and troubleshooting skills for Microsoft 365, Intune, and Windows environments.

Responsibilities

• Troubleshoot and resolve advanced technical issues across Microsoft 365, Entra ID, Intune, Windows, networking, and security platforms.
• Serve as a senior escalation resource for complex issues across multiple client environments.
• Plan and execute projects including onboarding, migrations, hardware refreshes, and infrastructure upgrades.
• Coordinate project execution, communicate timelines, and maintain client relationships and documentation.

Skills

MSP/MSSP experience

Escalation handling

Identity security

Microsoft 365

Intune

Exchange Online

Conditional Access

MFA

Windows Server

Windows OS

Tools

Microsoft 365

Exchange Online

Intune

Windows Server

Job description

Senior Systems Engineer | Boston Operations Lead (Leadership Track)

Full time | Boston Managed IT | United States

Job Information

Technology

Work Experience 4-5 years

78K-85K

City Waltham

State/Province Massachusetts

02453

Job Description

About Boston Managed IT

Boston Managed IT (BMIT) is a managed IT and security services provider based in Waltham, Massachusetts. We support small and mid-sized businesses throughout Greater Boston, primarily organizations with 25 to 100 employees.

Our clients rely on us to manage, secure, and improve their technology environments, including Microsoft 365, Google Workspace, networking, endpoints, and cybersecurity.

We're a small, experienced team that values technical expertise, accountability, and strong client relationships. Our clients work directly with engineers who understand their businesses, know their environments, and take ownership of problems from start to finish.

We believe great IT support is about more than closing tickets. It's about building trust, preventing problems, and making technology work better for the people who depend on it.

About the Opportunity

We're looking for an experienced Senior Systems Engineer who wants to grow into leading our Boston operations.

We're preparing for a planned leadership transition in 2027 and want to bring the right person onboard well ahead of that change.

Rather than expecting someone to take over on day one, we've designed a structured transition that provides the opportunity to learn our clients, systems, processes, and team while gradually assuming more responsibility.

You’ll work alongside our current Boston lead, gaining firsthand experience with our client environments and daily operations before taking ownership of service delivery throughout the region.

This is a unique opportunity for a technically strong engineer who enjoys solving challenging problems, building client relationships, and taking the next step into leadership without giving up hands-on technical work.

This is not a traditional help desk role. It's a senior engineering position with a clear path into operational leadership.

Your First Year: A Structured Leadership Transition

Months 1-3 | Learn the Environment

• Work alongside our current Boston lead on client visits, escalations, and projects.
• Become familiar with our clients, their infrastructure, business operations, and key contacts.
• Learn our internal systems, documentation standards, and service delivery processes.
• Begin independently managing tickets, technical issues, and smaller projects with support available when needed.

Months 4-8 | Take Ownership

• Become the primary engineer and technical point of contact for an expanding group of clients.
• Lead client projects, manage escalations, and coordinate onsite service.
• Begin mentoring other engineers and helping establish technical priorities.
• Assume greater responsibility for day-to-day client relationships and service quality.
• Transition our existing Boston lead into an advisory and supporting role.

Month 9 and Beyond | Lead Boston Operations

• Take ownership of day-to-day service delivery across our Greater Boston client base.
• Coordinate onsite schedules, project priorities, escalations, and technical resources.
• Serve as a primary point of contact for key client relationships.
• Work directly with company leadership on staffing needs, operational improvements, and service quality.
• Help shape the future of BMIT's Boston operations while remaining involved in advanced technical work.
• The transition is designed to be collaborative, with ongoing support from leadership throughout the process.

Key Responsibilities

Senior Engineering & Technical Support

• Troubleshoot and resolve advanced technical issues involving Microsoft 365, Entra ID, Intune, Windows, macOS, networking, and security platforms.
• Serve as a senior escalation resource for complex issues across multiple client environments.
• Administer and improve Microsoft 365 environments, including Exchange Online, Conditional Access, identity management, and device management.
• Identify recurring issues, security risks, and infrastructure weaknesses, and recommend proactive solutions.

Projects & Client Infrastructure

• Plan and execute projects including client onboardings, office relocations, cloud migrations, hardware refreshes, and infrastructure upgrades.
• Configure, deploy, and troubleshoot firewalls, switches, wireless networks, and endpoint systems.
• Coordinate project execution, communicate timelines, and keep clients informed throughout the process.
• Maintain accurate technical documentation, configurations, and procedures.

Client Relationships & Service Delivery

• Provide regular onsite support to clients throughout Greater Boston.
• Build trusted relationships with client leadership, office managers, and end users.
• Take ownership of client issues and ensure they are resolved professionally and efficiently.
• Manage competing priorities across multiple clients while maintaining clear communication.

Leadership & Operational Development

• Mentor and support junior engineers, sharing technical knowledge and best practices.
• Help coordinate field service schedules, escalations, and project priorities.
• Monitor service quality and identify opportunities to improve processes and client satisfaction.
• Work directly with company leadership to improve operational efficiency and support continued growth.
• Gradually assume responsibility for Boston service delivery as part of the planned leadership transition.

Requirements

Required Qualifications

• 3+ years of professional experience in a managed service provider (MSP), managed security service provider (MSSP), or comparable multi-site IT environment.
• Demonstrated experience handling advanced technical escalations and independently resolving complex problems.

Strong administration and troubleshooting experience with:

• Microsoft 365 and Exchange Online
• Microsoft Intune and endpoint management
• Conditional Access, MFA, and identity security
• Windows workstations and Windows Server environments