Offer summary

Qualifications:

5+ years in IT system administration or managed service delivery., 3+ years of leadership experience in a technical services environment., Strong understanding of IT infrastructure and service management tools., Excellent communication and client-facing skills..

Key responsibilities:

Lead and mentor a team of System Administrators to ensure high-quality service delivery.

Act as a senior point of contact for key client accounts and manage escalations.

Monitor team performance metrics and drive process improvements for operational efficiency.

Foster client relationships and identify growth opportunities for account expansion.

Job description

As the System Administration Manager, you will lead a team of System Administrators responsible for delivering high-quality managed IT services to US-based clients. This role is a blend of people management, client engagement, and technical oversight. You will be responsible for team performance, client satisfaction, process improvement, and operational excellence across assigned accounts.

You’ll act as a key escalation point, ensure SLA adherence, and mentor your team to excel in both technical delivery and customer relationship management.

Health Insurance/HMO
Enjoy unlimited MadMax Coffee
Diverse learning & growth opportunities
Accessible Cloud HR platform (Sprout)
Above standard leaves

Team Management & Leadership

Lead, coach, and mentor a team of Client Services System Administrators.
Set clear goals and performance expectations; conduct regular 1:1s and performance reviews.
Drive adoption of best practices across client service delivery.
Coordinate team schedules, workload distribution, and resource planning to align with SLAs.

Client Services Oversight

Act as a senior point of contact for key client accounts and escalations.
Oversee delivery of system admin services: server/workstation maintenance, M365, network monitoring, documentation updates.
Ensure consistent, high-quality customer interactions across the team.

Client Relationship & Growth

Foster strong client relationships and ensure the team provides proactive support.
Guide the team in identifying account growth opportunities and collaborating with Account Managers.
Oversee preparation and delivery of client reports and performance insights.

Process & Service Quality

Monitor and improve team metrics such as response times, resolution coordination, and client satisfaction (NPS/CSAT).
Develop SOPs and drive process improvements to boost operational efficiency.
Ensure compliance with internal standards and client SLAs.

5+ years in IT system administration, technical account management, or managed service delivery.
3+ years of leadership experience in a technical services or MSP environment.
Strong understanding of IT infrastructure, system monitoring, and service management tools (PSA, RMM).
Excellent communication and client-facing skills with a strategic mindset.
Experience using CRM and ticketing systems.
Proven ability to manage multiple priorities and lead high-performance teams in a fast-paced environment.
Willing to work onsite and during US business hours.