The Engineer Operations Manager is responsible for leading and developing Matrix Integration’s Professional Services team, which includes network engineers, data center engineers, security engineers, solution architects, and the project management team. This individual provides strategic leadership, operational oversight, and team development to ensure that technical solutions are delivered with excellence, profitability, and in alignment with client expectations.
As a managed service provider (MSP) and value added reseller (VAR) with strong partnerships with HPE, Aruba, Arctic Wolf, Microsoft, Veeam, Barracuda, Mitel, and Cisco, among others, the Engineer Operations Manager ensures that our engineering practices stay aligned with industry trends, certification requirements, and vendor roadmaps. While not expected to perform hands-on engineering daily, the individual must have a strong IT background, the ability to communicate across a wide range of technical topics, and the business acumen to translate engineering delivery into measurable client and company outcomes.
Essential Functions & Responsibilities
Leadership & People Management
- Lead a diverse team of engineers and project managers across networking, data center, voice/collaboration, and security disciplines.
- Provide HR management including interviewing, hiring, onboarding, performance reviews, corrective actions, and career development planning.
- Foster a culture of accountability, collaboration, and professional growth within the team.
- Develop succession planning and cross-training programs to build resiliency within the department.
Operational Management
- Oversee day-to-day operations of the engineering and project management teams, ensuring projects are delivered on time, on budget, and to client satisfaction.
- Implement and maintain engineering standards, methodologies, and governance processes across all disciplines.
- Collaborate with Sales, Procurement, and Service Delivery leadership to review labor estimates, validate solution designs, and ensure profitability of engagements.
- Ensure accurate and timely updates in CRM, PSA, and project tracking tools.
- Monitor departmental KPIs and provide reporting on utilization, backlog, gross profit, and customer satisfaction.
Strategic & Vendor Alignment
- Stay informed on emerging technologies and vendor developments across key partnerships (HPE, Aruba, Arctic Wolf, Microsoft, Veeam, Barracuda, Mitel, Cisco).
- Drive certification strategy for the engineering team to align with vendor partner programs and revenue requirements.
- Participate in quarterly business reviews with vendor partners and integrate outcomes into engineering practices.
- Evaluate tools, platforms, and methodologies that enhance service delivery efficiency and effectiveness.
Client & Business Engagement
- Engage with clients at an executive and technical level to ensure trust, satisfaction, and alignment with business goals.
- Partner with sales and account management teams to provide high-level engineering input during strategic planning and proposal development.
- Support client escalations by providing leadership and communication, ensuring resolution and client retention.
- Contribute to long-term account planning, ensuring engineering resources are aligned with client roadmaps.
Professional Competencies
- Strong leadership, coaching, and people development skills.
- Exceptional organizational, analytical, and problem-solving ability.
- Ability to communicate with executives, IT staff, and business stakeholders at a high level.
- Skilled in balancing business goals with technical best practices.
- Proven ability to lead teams in high-pressure, deadline-driven environments.
- Consultative, client-first approach with strong relationship management.
- Adept at building and presenting business cases for operational improvements.
Soft and Technical Skills
Soft Skills
- Professional presence with excellent verbal, written, and presentation skills.
- High emotional intelligence with proven ability to navigate challenging HR and client situations.
- Time management and prioritization across competing initiatives.
- Ability to foster teamwork, innovation, and accountability.
Technical Skills
- Broad understanding of IT infrastructure including networking, data center, cybersecurity, and collaboration technologies.
- Proficiency in discussing solutions across HPE storage/servers, Aruba networking, Microsoft 365, Cisco/Meraki, Veeam backup/BCDR, Barracuda security, and Arctic Wolf SOC services.
- Experience with enterprise-scale environments and multi-vendor solutions.
- Familiarity with project management practices and tools (PSA, CRM, scheduling systems).
Required Education, Training, and/or Experience
- Bachelor’s Degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 7+ years of IT experience with at least 3+ years in a leadership or management role.
- Proven success managing technical teams in an MSP, consulting firm, or enterprise IT environment.
- HR management experience including interviewing, hiring, corrective action, and performance evaluations.
- Demonstrated ability to lead across multiple technical domains.
- Strong vendor relationship management experience.
- Project and portfolio management background strongly preferred.
Travel Requirements
- Travel up to 30% for client meetings, vendor events, and team development activities.
- Preferred Hybrid Role (80% Remote/20% Office Jasper, Indiana)
Job Type: Full-time
Pay: $125,000.00 - $150,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- IT Management: 3 years (Required)
- IT: 7 years (Required)
Work Location: Hybrid remote in Jasper, IN 47546
