Systems Engineer

Quick Facts

• Onsite role requiring 5 days a week at client site in New Albany, OH, USA
• Role does not offer visa transfer or sponsorship now or in the future

Description

We are seeking a highly motivated and experienced Lead Systems Engineer to oversee day-to-day IT support operations and lead a team of L1/L2 support professionals. The ideal candidate will drive operational excellence across Incident, Change, Problem, and Request Management, ensuring service quality, SLA compliance, customer satisfaction, and continuous process improvement.

Responsibilities

• Lead and coordinate day-to-day operations of L1 and L2 support teams by managing work allocation, resource planning, workload balancing, and priority assignments.
• Oversee Incident, Change, Problem, and Request Management processes following ITIL best practices, governance standards, operational procedures, and SLA commitments.
• Act as the primary escalation point for complex technical issues, operational challenges, and service disruptions.
• Collaborate with support teams, infrastructure teams, vendors, and business stakeholders to ensure timely resolution and effective restoration of services.
• Drive continuous service improvement by identifying recurring issues, operational bottlenecks, technology gaps, and process inefficiencies; implement corrective and preventive measures.
• Develop, maintain, and continuously improve SOPs, operational runbooks, knowledge articles, technical documentation, and process guides.
• Support operational controls, compliance measures, monitoring solutions, and governance frameworks to improve reliability, visibility, and risk mitigation.
• Create KPI dashboards, SLA measurements, performance scorecards, benchmarks, executive reports, and service review presentations for weekly/monthly/quarterly meetings.
• Conduct regular quality audits of incidents, requests, and support activities for compliance, documentation standards, customer service expectations, and contractual obligations.
• Leverage AI tools, automation technologies, and modern operational practices to improve productivity, reduce manual effort, and enhance reporting and service delivery outcomes.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related discipline
• 5+ years of experience in IT Operations, Service Desk, End User Computing, Infrastructure Support, or Managed Services
• 3-4 years of experience leading or managing technical support teams
• Strong understanding of ITIL Service Management processes: Incident, Problem, Change, Request
• Experience managing operational escalations and driving issue resolution across cross-functional teams
• Proven experience in operational reporting, KPI tracking, SLA management, and customer service delivery
• Strong analytical and problem-solving skills focused on operational excellence
• Experience developing SOPs, process documentation, runbooks, and knowledge management assets

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Work Model

Onsite role requiring 5 days a week at client site in New Albany, OH, USA.