Manager of Network Engineering

Job Summary:

As the Manager of Network Engineering, you will be responsible for managing day-to-day operations of the Network Engineering team, ensuring efficient service delivery, and driving continuous improvement across network support, projects, and infrastructure. You will implement processes and procedures that the team will follow, assess and track changes to high impact clients, and drive team success through time management and communications. You will liaise with various levels of management within Abacus and with clients to resolve issues.

Responsibilities (including, but not limited to the following):

• Manage and mentor day-to-day performance and accountability of a global team of network engineers to ensure top-tier service delivery.
• Oversee operations including monitoring, troubleshooting, and infrastructure optimization.
• Develop and implement operational strategies to improve efficiency and service quality while ensuring that all documented processes are strictly followed by the team.
• Manage client relationships, both internal and external, including service escalations and performance reporting.
• Manage all aspects of service delivery for high impact clients including major incident response, processes, documentation, and identifying opportunities for continuous improvement.
• Collaborate with other departments to communicate team activities, critical updates, and to meet organizational goals.
• Review engineer timesheets weekly for accuracy and completeness.
• Review tickets weekly to ensure that all critical client issues are addressed according to documented processes, communicated well and resolved to the client's satisfaction.
• You must have the ability to work outside of your scheduled hours should the need arise and participate in on-call rotation with other managers.

Skills:

• Knowledge of network infrastructure, including routers, switches, firewalls, and cloud networking.
• Strong leadership, and problem-solving skills
• Excellent communication (oral and written), organizational, and presentation skills
• Self-motivated and detail-oriented
• Ability to work independently and efficiently to meet deadlines
• Ability to assess and prioritize work in a fast-paced environment
• Ability to manage resources both laterally & vertically
• Ability to work with and be a part of collaborative team environment

Qualifications:

• Bachelor's degree preferred
• Proven experience in operations and team management
• 5 years minimum Networking experience in an MSP environment
• Experience with metrics, reporting and SLA management
• Certifications such as CCNA, JCNA, or similar are a plus
• GREAT ATTITUDE, team player, always willing to pitch in and take on new tasks
• Proactive/flexible nature - if you see something that can be improved, suggest it!
• Must be responsive and communicative inside and outside of the office via email/phone

The Benefits of Working for Abacus:

• Exposure to diverse array of technologies
• Part of a team of experienced technicians that aim to deliver exceptional service
• Competitive compensation
• Robust benefits package; medical, dental, vision, disability, life insurance, 401k, and PTO
• Opportunities to further technical education through online courses
• Positive, friendly, supportive office environment
• Workplace perks such as healthy snacks, wellness programs, and fun events