Strategic Managed Services Lead — Systems & Support

Carrier Access IT; Clive (IA); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Professional development opportunities

Business casual environment

Job summary

Carrier Access IT in the United States is seeking a Managed Services Systems Lead within the Managed Services department. The role acts as a primary technical resource for clients and the internal team, delivering high-quality support, diagnosing complex issues, and maintaining stable, secure client environments.

The individual will lead and mentor Systems Engineers, coordinate incident response, and collaborate with Security, Professional Services, and Sales teams to align technology strategies

Qualifications

• 8+ years of related technology experience
• Moderate knowledge of network topologies and components (routers, switches, VPN, firewalls)
• 8+ years’ experience supporting Office 365
• Experience with security products and virtualization (VMware/Hyper-V)
• Experience with Windows and Linux servers
• Cloud technologies knowledge (AWS/Azure)
• Preferred certifications (MCSA, MCSE, VCP, AWS or Azure)

Responsibilities

• Provide exceptional technical support and client service as a primary resource
• Lead, coach, and develop Systems Engineers with regular guidance and feedback
• Facilitate weekly Systems Team meetings and participate in leadership/operational meetings
• Monitor workloads, queues, escalations, and resource allocation for timely resolutions
• Analyze metrics and trends to drive process improvements and MTTR reductions
• Serve as escalation point for complex incidents and customer concerns
• Maintain Escalation Board oversight and ensure follow-through
• Collaborate with Support Desk, Professional Services, Security, and Leadership teams
• Participate in incident response and provide technical leadership during disruptions
• Review monitoring data and recommend corrective actions to prevent issues
• Develop and review technical documentation and SOPs
• Support onboarding/offboarding and ensure standards adherence
• Assist in infrastructure designs and security/compliance reviews
• Provide guidance on Microsoft solutions and virtualization platforms
• Maintain documentation in approved systems
• Stay current with emerging technologies and certifications
• Support leadership in policy and strategic initiatives
• Perform other duties as assigned

Skills

Leadership

Client service

Incident management

Technical guidance

Cross-team collaboration

Education

Associate or bachelor’s degree

Tools

ConnectWise

N-able

LogicMonitor

IT Glue

Job description

Carrier Access IT in the United States is seeking a Managed Services Systems Lead within the Managed Services department. The role acts as a primary technical resource for clients and the internal team, delivering high-quality support, diagnosing complex issues, and maintaining stable, secure client environments.

The individual will lead and mentor Systems Engineers, coordinate incident response, and collaborate with Security, Professional Services, and Sales teams to align technology strategies