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IT Program Lead

Search Services Dallas Full-Time
$113,311.00 (Careerbuilder est.)
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A MSP is seeking a Senior Systems Engineer experienced in Project Management for a direct hire role in Dallas, TX.  


The Program Lead will be the face of the MSP to their client. They will be responsible for ensuring all activities related to the client are progressing, including handling escalations as needed.  We expect this person to understand the client landscape from a technical and key stakeholder standpoint. They will keep both the client and NOC engaged and informed throughout any technical issues or projects that come up.


  • The Program Lead will foster strong working partnerships with members of the NOC team, key customer stakeholders, Account/Sales team. 
  • Act as an technical escalation person/technical troubleshooting for incident management of issues.
  • Build the client reputation, and build relationship with the client's operational and key stakeholders
  • Lead technical weekly case reviews with client’s management and NOC management
  • Lead case resolution with emphasis on high severity by coordinating right technical resources
  • Ensure root cause analysis is performed on any business impacting issues.
  • Perform technical support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Perform technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Perform remote access solution implementation and support: VPN, Kaseya and other tools
  • Adhere to systematic updates for documentation maintenance.
  • Communication with end users and stakeholders as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Support of disaster recovery solutions
  • Advanced understanding of operating systems, business applications, printing systems, and network systems.
  • Must have 5 years of experience working at 100+ user helpdesk.
  • CISCO Meraki experience 
  • VMWARE/ESXI - vCenter
  • Storage Management
  • Microsoft Server 2012R2 - 2106
  • Active Directory/DNS/DHCP
  • Exchange 2016 - On Premise 
  • Expertise in Microsoft systems and applications.
  • Excellent verbal and written communications skills.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Experience coordinating projects from through the entire lifecycle
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Ability to escalate service requests that require Sr. engineer level support
  • Responsible for entering time and expenses in ConnectWise as it occurs

Recommended skills

Information Security
Active Directory
Wide Area Networks
Customer Service


CareerBuilder Estimated Salary

This estimation is based on Job title, Industry, Location and Skills
Avg. Yearly Salary
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