IT Systems Lead

Job Description

Job Description

JOB OVERVIEW

The IT Systems Lead serves as the technical lead for the MSP systems administration team (the Engineers) and as the final escalation point for server and systems work that cannot be resolved by the Managed Services Techs or Engineers. This role is responsible for scripting and automation across the MSP client base, the onboarding and offboarding of MSP clients and their staff, and oversight of the license changes that come with them. The IT Systems Lead also assists in designing Scopes of Work, manages MSP projects from scope through closeout, and works directly with clients, representing Rx Technology in a professional and courteous manner.

This is a technical leadership position and does not include formal supervision. The IT Systems Lead sets technical standards, coordinates escalated technical work, and mentors the Engineers.

ESSENTIAL DUTIES

• Technical Leadership: Serve as the technical lead for the Engineers. Coordinate escalated technical work, set standards for server builds and change control, review scripts and changes before they are deployed to client environments, and mentor team members on new technologies and procedures.
• Advanced Server Administration: Handle server and systems administration that cannot be completed by the Managed Services Techs or Engineers, including Windows Server, Active Directory, Entra ID and Microsoft 365, Group Policy, virtualization, and Azure.
• Scripting and Automation: Develop and maintain scripts and RMM automation, such as PowerShell and ConnectWise Automate, that reduce repetitive work across the MSP client base, and keep a documented script library for the team.
• MSP Client Onboarding and Offboarding: Lead the technical onboarding and offboarding of MSP clients, including tool deployment, documentation, and licensing.
• Client Staff Onboarding and Offboarding: Assist with onboarding and offboarding MSP client staff members, including accounts and access.
• License Management: Add licenses when clients add staff, remove them from every system when staff leave, and keep license records current for billing.
• Scopes of Work: Assist Sales and Pre-Sales in designing Scopes of Work for MSP onboarding and IT projects, including deliverables, labor estimates, assumptions, and exclusions, and review bills of materials for technical accuracy.
• Project Management: Plan and manage MSP projects in ConnectWise, including scope definition, scheduling, labor budget, status updates, and closeout, to ensure projects are completed within allocated timelines and hours.
• Client Communication: Communicate directly with client contacts and leadership, explaining technical issues and changes in plain language, providing notice of maintenance and outages, and representing Rx Technology professionally in client meetings.
• Backup and Security: Oversee backup, business continuity, and disaster recovery systems, patch management, and endpoint security across MSP clients, and verify that backups and recovery plans are tested.
• Documentation: Maintain client documentation, system configurations, and standard operating procedures, and set the documentation standard for the Engineers.
• Certification: Maintain relevant certifications and participate in ongoing training and professional development.
• Perform other duties as assigned.

EDUCATION

• Bachelor's degree in MIS, Information Technology (IT), or a related field, or equivalent experience.

EXPERIENCE

• 5+ years of experience in systems administration, with Managed Services Provider (MSP) experience preferred.
• 2+ years of experience leading technical work or mentoring technical staff.
• Advanced knowledge of Windows Server, Active Directory, Entra ID and Microsoft 365, Group Policy, virtualization, and backup and disaster recovery systems.
• Scripting and automation experience with PowerShell (any translatable scripting experience acceptable).
• Experience with client and user onboarding, offboarding, and license management.
• Project management experience, including scoping, scheduling, and tracking labor against budget.
• Exceptional written and verbal communication skills, with the ability to explain technical issues to non-technical clients.
• Experience with ConnectWise Manage and Automate, Datto, SentinelOne, and Cisco Duo preferred.
• Microsoft or CompTIA certifications preferred.

PHYSICAL / OTHER REQUIREMENTS

• Ability to sit or stand for 4–8 hours a day while performing technology operations.
• Ability to lift, transfer, or move up to 50 lbs. of equipment, such as servers, network hardware, and PC hardware.
• Occasional travel to client sites for onboarding, projects, and escalated issues.
• Must maintain current certifications and attend relevant training courses and seminars.

WORKING CONDITIONS

• Hybrid position. Work can be done from home, with required on-site time at the Rx Technology office in San Antonio. The on-site schedule is flexible and coordinated with the IT Director of Technology.
• Monday to Friday, 8:00 a.m. to 5:00 p.m.
• Evenings, weekends, and off-hours work may be required depending on projects, including maintenance windows, client cutovers, and critical support.
• When on site, work in an open office setting with other team members.

CONCEPTUAL / INTELLECTUAL ACTIVITIES AND OTHER REQUIREMENTS

• Ability to convey detailed instructions and ideas clearly and effectively.
• Understand and follow basic instructions, information, and guidelines.
• Organize thoughts and communicate ideas in an understandable manner.
• Ability to prioritize and keep track of multiple projects, escalations, and client requests at the same time.
• Dependable attendance and punctuality are essential.
• Willingness to participate in training and development to enhance job knowledge and performance.
• Availability to work the designated schedule and accommodate necessary schedule changes.
• Reliable transportation to and from work.

COMPANY OVERVIEW

Founded and headquartered in San Antonio in 1995, Rx Technology supports the data, security, and IT needs of every client with efficient, solution-based services. Rx Technology has experienced tremendous growth since its founding but continues to maintain the principles on which it was founded: integrity, reliability, and a focus on client relationships.

This job description is intended to provide a general overview of the role and responsibilities. It does not encompass all duties the employee may be required to perform. The role's requirements represent the minimum levels of knowledge, skills, and abilities needed. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. This document does not constitute an employment contract, implied or otherwise.