Head of Services - Support and Managed

Who We Are Xtensys is a rapidly growing managed service provider delivering innovative technology solutions to health systems, beginning in New York and expanding nationwide. Owned by two industry leaders with a strong focus on advancing rural and community healthcare, Xtensys is executing several major initiatives and scaling quickly. With a team of more than 500 professionals, we are building a people-centered culture rooted in collaboration, innovation, and strategic thinking. You’ll lead projects, define success, and manage complexities with total support. We encourage risk-taking and continuous improvement. Remote Your Mission: The Enterprise Services Manager leads the engineering teams responsible for designing, implementing, administering, and continuously improving Xtensys enterprise endpoint, virtual desktop, and Microsoft 365 platforms. This role is accountable for the reliability, security, performance, and lifecycle of the Virtual Systems (VDI/DaaS), Endpoint Engineering, and Microsoft 365 environments that support Xtensys and its healthcare customers, where clinical systems such as Epic are mission-critical. Leading through the Virtual Systems, Endpoint, and Microsoft 365 Engineering Supervisors and their teams, the Enterprise Services Manager sets technical standards, governs change, manages vendor and licensing relationships, and ensures work aligns with ITIL v4–aligned practices and Xtensys security and compliance requirements. Success is measured by platform stability, security and compliance posture, successful project and change delivery, team performance and development, effective vendor and cost management, and the ability to translate business and clinical needs into reliable enterprise workspace and collaboration services. Lead, mentor, and develop the Enterprise Services engineering organization through the Virtual Systems, Endpoint, and Microsoft 365 Engineering Supervisors, including hiring, coaching, performance management, and workforce planning.

• Own the reliability, security, capacity, and lifecycle of enterprise endpoint, VDI/DaaS, and Microsoft 365 platforms across Xtensys and supported healthcare customers.
• Set and enforce technical standards, architecture direction, and operating procedures, ensuring alignment with ITIL v4, change management, and Xtensys security and compliance requirements (HIPAA, SOC 2).
• Serve as the senior escalation point and provide Level 3 leadership for complex, high-impact incidents and problems affecting enterprise platforms, coordinating across teams and vendors to restore service and prevent recurrence.
• Oversee design, implementation, and management of VDI/DaaS, endpoint, and Microsoft 365 solutions, including capacity planning, performance optimization, patch and vulnerability compliance, and endpoint security.
• Champion automation and standardization across platforms using tools such as Intune, ManageEngine, Active Directory/Group Policy, and PowerShell to improve repeatability, resilience, and operational maturity.
• Plan and govern projects, upgrades, and migrations, including scope, risk, testing, rollback, and production validation for engineering changes, and develop technical roadmaps.
• Manage vendor, licensing, and renewal relationships (e.g., Microsoft, Omnissa/Citrix, and endpoint and virtualization vendors), optimizing cost, value, and roadmap alignment.
• Define and report on key metrics for platform performance, stability, security, and improvement, using data to drive accountability and continual service improvement.
• Partner with Service Desk, Field Services, Reliability Operations, Identity, and Security teams to ensure clear ownership, escalation paths, documentation, and operational readiness for supported services.

Proven experience leading technical engineering teams in an enterprise or managed services environment, including hiring, coaching, and performance management, preferably through subordinate supervisors or leads.

• Strong technical breadth across endpoint management (Intune, Autopilot, ManageEngine or comparable tools, and remote support), Active Directory and Group Policy, virtual desktop/DaaS (Omnissa Horizon, Citrix, Azure Virtual Desktop, Amazon WorkSpaces), and Microsoft 365 (Exchange, Teams, SharePoint, OneDrive, Entra ID).
• Working knowledge of identity, security, and compliance frameworks relevant to healthcare (HIPAA, SOC 2), including conditional access, endpoint security, patch and vulnerability management.
• Demonstrated ability to set technical standards, govern change, and lead projects, upgrades, and migrations to successful completion, including technical roadmap development.
• Strong vendor, licensing, and cost-management experience, including Microsoft licensing and virtualization and endpoint vendor relationships.
• Experience with automation and scripting, particularly PowerShell, to standardize and automate platform administration.
• Deep command of ITIL v4–aligned practices, including Incident, Problem, Change, and Knowledge Management, and Level 3 technical escalation.
• Excellent communication, documentation, and stakeholder-management skills, including the ability to present technical performance, risks, and roadmaps to senior leadership and customers.

Bachelor’s degree in information technology, computer science, or a related field is preferred, or equivalent industry experience, along with several years of infrastructure or engineering experience including time in a leadership role. Relevant certifications or training are preferred, such as Microsoft, Citrix/Omnissa, endpoint/virtualization, or ITIL v4 credentials. Primarily sedentary remote work, with occasional standing, walking, and lifting up to 25 lbs. Travel Requirements: This role is remote, with occasional travel to Xtensys offices, customer locations, leadership meetings, or organizational planning sessions as business needs require, generally up to 15%. Xtensys, a recently established managed service provider, delivers cutting-edge technology to health systems, starting in NY and expanding beyond. Owned by two industry leaders focused on innovation in rural and community health, we are rapidly growing with several major initiatives underway. We seek talented professionals to join our team of 500 and support our exciting journey. We value people and are building a culture to match.