Role: Infrastructure Managed Services (IMS) Team Lead – Backup, Networking, and Security
Overview
Encore Technologies is seeking a dynamic and experienced Team Lead to drive the success of our Infrastructure Managed Services (IMS) team. This role combines hands-on technical expertise with leadership responsibilities, balancing individual contributions with the coordination of team efforts. The ideal candidate is both a generalist—adept at supporting a wide range of technologies—and a specialist in delivering Backup as a Service (BaaS) through platforms like Veeam and Cohesity. This individual will play a pivotal role in building and evolving our managed services into a cutting-edge MSP/MSSP offering.
Key Responsibilities
Technical Leadership and Delivery
- Act as the team’s go-to expert on backup and storage technologies, including Veeam, Cohesity, ExaGrid, Pure, and Dell/EMC.
- Provide Tier 3 support for escalations across backup/storage, network, and firewall systems.
- Oversee managed network and firewall environments (Cisco, Fortinet, CheckPoint, Palo Alto), ensuring service quality and SLA adherence.
Team Coordination and Leadership
- Serve as a “player-coach” by balancing hands-on work with light team leadership responsibilities.
- Mentor and guide team members to develop their technical skills and improve operational efficiency.
- Act as the primary escalation point for technical and operational challenges within the IMS team.
Service Innovation and Evolution
- Collaborate with leadership to integrate managed security services into IMS operations.
- Identify and implement process improvements to enhance team performance and customer satisfaction.
- Lead the adoption of new technologies and methodologies to keep Encore at the forefront of managed services.
Customer Engagement and Support
- Build strong relationships with key customers, ensuring their needs are met through proactive communication and exceptional service delivery.
- Participate in customer-facing reviews, providing technical insights and recommendations to enhance their managed services experience.
Strategic Development
- Support the long-term evolution of the IMS team into a full-fledged MSP/MSSP offering.
- Contribute to team planning and strategic initiatives to align with Encore’s growth goals.
Ideal Candidate Profile
Technical Expertise
- Extensive hands-on experience with Veeam and Cohesity backup platforms.
- Proficient in storage technologies, including ExaGrid, Pure, and Dell/EMC.
- Solid knowledge of network and firewall systems, with experience supporting Cisco, Fortinet, CheckPoint, and Palo Alto devices.
- Familiarity with managed security service models and integration into existing operations is a plus.
Leadership Skills
- Proven ability to lead and mentor teams, balancing technical work with coordination responsibilities.
- Strong organizational and communication skills to manage team operations and customer interactions effectively.
Innovative and Growth-Oriented
- A builder mindset, eager to implement improvements, adopt new technologies, and drive the evolution of services.
- Ability to think strategically about long-term team development and align efforts with Encore’s vision for managed services.
Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
