Engineering Services Manager

Job Title: Engineering Services Manager

Team: Field Engineering and Advanced Technical Services teams

Summary:

In addition to providing cloud services, IP Pathways is a Managed Services Provider (MSP) and Value Added Reseller (VAR) that resells, installs, and delivers professional services for data center infrastructure, including virtualization, storage, networking, and security.

To support these services, two critical teams help ensure our companys success:

• Field Engineering: Implements and migrates clients to advanced systems, leveraging technologies such as Cisco, VMware Broadcom, Omnissa (VMware Horizon), NetApp, Microsoft products, and other enterprise-class infrastructure solutions.
• Advanced Technical Services: Provides ongoing support for implementations and serves as an escalation point for other technical teams to maintain operational stability.

We are hiring a manager to lead these two teams. This role is pivotal in mentoring engineers, driving exceptional customer service, and ensuring technical excellence for on-premises data center infrastructure installation and migrations and escalation-level technical support requests. The ideal candidate will bring strong leadership skills, deep technical expertise, a customer-first mindset and continuous improvement.

Key Responsibilities:

Team Leadership & Development:

• Manage and mentor the Field Engineering and Advanced Technical Services teams.
• Assess team performance, identify skills gaps, and implement training programs to foster growth and excellence.
• Develop and maintain processes to ensure consistent delivery of high-quality work.

Customer Engagement & Escalation Management:

• Provide technical oversight and resolution for customer escalations.
• Collaborate with customers to implement and support data center infrastructure solutions.
• Prioritize customer needs, experiences and satisfaction to ensure customers feel valued and supported.

Technical Oversight & Training:

• Oversee the implementation of technology solutions, ensuring alignment with best practices and customer requirements.
• Provide hands-on technical guidance and support to teams as needed.
• Develop and maintain policies, procedures, and documentation for successful project execution.

• Ensure compliance with security standards and partner requirements through vendor training and certifications.
• Support cross-department collaboration to ensure teams within the organization work together toward common goals and high-levels of customer satisfaction.

Process Improvement:

• Continuously evaluate and refine processes for implementation and support services.
• Maintain accurate documentation and cross-training skill matrices to enhance team versatility.
• Identify opportunities for innovation and efficiency in service delivery.

Minimum Qualifications:

Education:

• Bachelors degree in Information Technology, Computer Science, or a related field.

Experience:

• 5 years of hands-on data center infrastructure experience.
• 3 years of experience managing technical teams

Technical Expertise:

• Strong knowledge of servers, virtualization, data storage, networking, and security principles.
• Experience with designing and implementing complex infrastructure solutions.
• Proficient with server management tools, enterprise technologies, and troubleshooting in hybrid environments.

Soft Skills:

• Exceptional written and verbal communication skills.
• Strong problem-solving skills and ability to multitask effectively.
• Customer-focused mindset with a commitment to high service standards.
• Ability to successfully handle customer escalations.

Preferred Qualifications

• Certifications in VMware, Cisco, Microsoft, NetApp or related technologies.
• Experience developing and maintaining technical documentation and project policies.
• Knowledge of partner program requirements and vendor training processes.

Physical Requirements:

Ability to sit for extended periods and work with computers and office equipment.

Occasionally lift and move equipment as needed.

Minimal travel may be required.

Travel

Minimal travel may be required for customer engagements or team support. Travel is scheduled in advance, with company-provided accommodations and expense reimbursements.