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Managed Services Team Lead

Little Chute, WI or Remote


The Managed Services Team Lead is responsible for leading a team of NOC engineers based out of our Little Chute location.  The position involves monitoring system issues, document processes, and maintain ownership of issue resolution, working with others members of Heartland and Avastone, to meet customer and internal SLAs.  The Managed Service Team lead will be instrumental in developing NOC best practices and training MSP engineers on new and emerging technologies.   The NOC will be functioning 24X7.Additionally, this role will be responsible for assisting with Heartland’s internal security operations, HBS Hosted Services solutions and any additional internal initiatives. The engineer can be remote or out of the Little Chute office, but would need to be flexible for scheduling which would include nights, weekends & holidays.

Essential Functions

  • Monitor customer networks, servers, and security appliances.
  • Remote application support, troubleshooting, and general maintenance of switches, routers, firewalls, servers, and storage.
  • Develop Scripting for RMM and Networking Tool to automate remediation.
  • Train other MSP engineers on HBS best practice.
  • Develop customer workflow process.
  • Work with clients remotely to troubleshoot system problems.
  • Work with customer’s primary engineer to perform work on an as needed basis.
  • Perform proactive maintenance duties such as switch upgrades, server patches, firewall rules, etc.
  • Document all actions in accordance with standard company policies and procedures.
  • Notify customer and third-party service providers of issues, outages and remediation status.
  • Work with the DC manager to implement recommendations and ensure processes and procedures are followed.
  • Support Dynamics GP DC hosted solutions by being first level support on customer issues related to infrastructure, authentication or security issues.
  • Aid customers in cloud deployment issue resolution and monitor cloud available resource and credits.
  • Work with the Information Security Officer to assist in internal security initiatives.
  • Aid internal support with security operations and incident response.
  • Design, plan and implement security patching of systems including all applications.
  • Conduct regular security log reviews.
  • Perform other duties, as assigned.

Position Qualifications

  • Accountability - Ability to accept responsibility and account for his/her actions.
  • Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
  • Adaptability - Ability to adapt to change in the workplace.
  • Oral Communication - Ability to communicate effectively with others using the spoken word.
  • Decision Making - Ability to make critical decisions while following company procedures.
  • Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
  • Working Under Pressure - Ability to complete assigned tasks under stressful situations.
  • Must be a self-starter, willing to work in an isolated environment.

Skills & Abilities

Education (preferred):
  • Bachelor's Degree and/or equivalent work experience.
Experience (required):
  • 4+ years of hands-on IT experience, supporting a diverse set of systems infrastructure technologies and administration, including networking and systems
Experience (preferred):
  • 1+ years of Cloud experience
  • Experience with Cisco & Palo Alto Firewalls
  • VCP
  • Firewall Administration Experience
Certification (preferred):
  • MCSA Windows Server 2012
  • CCNA- route/switch
  • CompTIA Security+
Equal Opportunity Employer - Disabled/Vets