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About the Role

Lead the technical relationship, service delivery experience, and technology direction for assigned clients. This role is responsible for understanding client needs, developing technology roadmaps, overseeing initiatives, managing escalations, and ensuring high-quality client experiences. You will also lead, coach, and develop a team of Systems Engineers.

Responsibilities

• Own the technical relationship and serve as the primary technical point of contact for assigned clients.
• Develop and maintain client technology roadmaps aligned with business needs, security requirements, infrastructure maturity, operational risk, and Atlas Technica best practices.
• Provide oversight and consultative guidance across client technical projects, infrastructure improvements, solution recommendations, and technology initiatives.
• Proactively identify technical debt, security gaps, recurring issues, operational risks, and opportunities to improve stability, scalability, user experience, and client satisfaction.
• Manage client escalations by coordinating appropriate resources, communicating clearly with stakeholders, and ensuring timely resolution and follow-through.
• Lead, coach, mentor, and develop Systems Engineers and Senior Systems Engineers through technical guidance, performance feedback, knowledge sharing, and professional development.
• Manage people-leadership responsibilities for assigned team members, including performance management, development planning, PTO and wellness approvals, and employee engagement.
• Monitor service delivery, ticket quality, SLA performance, client feedback, team productivity, and individual performance trends to maintain consistent support standards.
• Support structured career growth by identifying skill gaps, reinforcing technical standards, and creating development opportunities for team members.
• Partner with Project Engineering, Support leadership, and other internal teams to coordinate technical initiatives and improve the overall client experience.
• Participate in organizational initiatives focused on improving service delivery, technical standards, documentation, automation, client onboarding, processes, and technology.

Requirements

• Significant experience in systems engineering, systems administration, technical support, infrastructure, or a related IT environment.
• Demonstrated experience leading, mentoring, coaching, or managing technical teams.
• Experience managing client or customer relationships within a technical, professional services, MSP, or high-touch support environment.
• Strong written and verbal communication skills with the ability to advise clients, manage expectations, lead escalations, and communicate effectively with technical and non-technical stakeholders.
• Strong experience designing, implementing, and supporting Microsoft 365 environments, including Exchange Online, SharePoint Online, Microsoft Intune, and Microsoft Entra ID.
• Strong knowledge of Microsoft Windows Server, Active Directory, Group Policy, endpoint management, identity and access management, and related infrastructure technologies.
• Experience supporting endpoint protection, email security, MFA, and cybersecurity platforms such as Sophos, CrowdStrike, Carbon Black, Cylance, Mimecast, Proofpoint, Duo, Okta, or similar solutions.
• Working knowledge of virtualization platforms such as VMware, Hyper-V, Citrix, or similar technologies.
• Strong networking knowledge, including TCP/IP, DNS, DHCP, LAN/WAN, VPN, routing, switching, wireless networking, DMZ concepts, and firewall operations.
• Experience implementing or supporting enterprise networking equipment such as Palo Alto or Cisco firewalls, Cisco switches, Meraki, Ubiquiti, wireless access points, or similar infrastructure.
• Experience with Microsoft Azure or other public-cloud platforms, particularly from an architecture, implementation, migration, or operational-support perspective.
• Ability to create and maintain high-quality technical, procedural, client-environment, and operational documentation.
• Ability to perform the physical requirements necessary to support onsite IT operations, including occasionally lifting or carrying equipment up to approximately 23 kg (50 lbs), sitting or standing for extended periods, climbing stairs, bending, kneeling, crouching, reaching, and safely accessing workstations, equipment, and other onsite IT areas as required.

Skills

• Microsoft 365
• Exchange Online
• SharePoint Online
• Microsoft Intune
• Microsoft Entra ID
• Microsoft Windows Server
• Active Directory
• Group Policy
• Endpoint management
• Identity and access management
• Endpoint protection
• Email security
• MFA
• Cybersecurity platforms
• Sophos
• CrowdStrike
• Carbon Black
• Cylance
• Mimecast
• Proofpoint
• Duo
• Okta
• VMware
• Hyper-V
• Citrix
• TCP/IP
• DNS
• DHCP
• LAN/WAN
• VPN
• Routing
• Switching
• Wireless networking
• DMZ concepts
• Firewall operations
• Palo Alto firewalls
• Cisco firewalls
• Cisco switches
• Meraki
• Ubiquiti
• Wireless access points
• Microsoft Azure
• Public-cloud platforms
• ConnectWise
• Bloomberg
• Thomson Reuters
• FactSet
• Capital IQ
• PowerShell
• Infrastructure as Code
• Google Workspace
• Box
• Dropbox
• Citrix XenApp
• Nimble
• Pure Storage
• NetApp
• Dell EMC
• XenServer

Location

• New York, NY

Work Type

• Onsite
• Full-Time

Experience Level

• Manager

Benefits

• Competitive salary
• Comprehensive benefits
• Great perks

About the Company

• Atlas Technica's mission is to shoulder IT management, user support, and cybersecurity for our clients, who are hedge funds and other investment firms.
• Founded in 2016, we have grown year over year through our uncompromising focus on service.
• We value ownership, execution, growth, intelligence, and camaraderie.
• We are looking for people who share our Core Values, thrive, and contribute to this environment while putting the customer first.
• At Atlas Technica, we offer a competitive salary, comprehensive benefits, and great perks to our global Team.
• We strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members.
• Join Atlas Technica now!

Equal Opportunity

• Atlas Technica is proud to be an Equal Employment Opportunity employer.
• We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.