Engineering Manager

***Summary***The Engineering Manager owns Apex’s engineering function — the people, the standards, the quality, and the execution. This role is responsible for managing and developing the Senior Systems Engineer and Network/Systems Engineers, enforcing technical standards across all client environments, and ensuring that engineering work is delivered with consistency, documentation discipline, and sound judgment. The Engineering Manager is Apex’s final internal escalation point for technical issues and is expected to step in personally on only the most critical situations — the rest of the time, they are building the team and systems that make escalations rare. This is primarily a leadership and oversight role, not a hands-on engineering seat. The Engineering Manager works closely with the Director of Operations, the Project Manager, and the Service Desk Managers to ensure engineering capacity, quality, and throughput meet the demands of the business.***Primary Responsibilities***Engineering Leadership & AccountabilityLead, manage, and hold accountable the Senior Systems Engineer, Network/Systems Engineers, and other engineering resourcesSet clear performance expectations and provide consistent, direct feedback to all direct reportsCoach and develop engineers at all levels — technically, professionally, and in client communicationAddress underperformance directly and promptly, partnering with the Director of Operations and Finance & Payroll on documentation and processReduce reliance on senior leadership for technical arbitration by building an engineering team capable of resolving issues at the appropriate levelOwn the engineering team’s capacity planning and workload distribution across projects and escalationsStandards & Quality ControlEnforce Apex’s engineering standards consistently across all client environments and project deliverablesReview and approve non-standard designs, exception requests, and high-risk technical decisionsOwn technical risk across the engineering function — ensure issues are identified and addressed before becoming client-facing problemsEstablish and maintain a culture where quality and standards are non-negotiable, not aspirationalEnsure the Senior Systems Engineer is producing scopes, designs, and documentation that meet Apex’s quality barEscalation & Delivery OversightServe as the final internal escalation point for complex engineering issues that exceed the Senior Systems Engineer’s scopeEngage personally on technical issues only when the situation is critical and no one else on the team can resolve itPartner with the Project Manager to ensure engineering projects are delivered on time, on scope, and to quality standardsEnsure major infrastructure changes, deployments, and client-facing implementations meet Apex’s security, quality, and documentation requirements before go-liveIdentify patterns in escalations or project issues and address the root cause at the process or skills levelDocumentation & Process DisciplineOwn documentation standards across the engineering function — ensure all engineering work is fully documented in IT GlueEnforce documentation as a required deliverable on every project and escalation, not optional overheadImprove repeatability across engineering work by reducing bespoke implementations and building reusable standardsIdentify and close gaps in Apex’s engineering procedures and technical knowledge baseCross-Functional CollaborationPartner with the Director of Operations on engineering capacity, throughput, and operational efficiencyCollaborate with the Project Manager to align engineering resources with project schedules and client commitmentsWork with the Service Desk Managers to ensure escalation paths between service desk and engineering are clear, efficient, and functioning wellProvide technical input to the vCIO and Account Manager on complex client environments, roadmap recommendations, and risk identification***Required Qualifications***10+ years of progressive IT experience in MSP or complex infrastructure environments5+ years in a senior technical leadership role — Lead Engineer, Engineering Manager, or equivalentDemonstrated experience managing, coaching, and developing engineersProven ability to enforce standards, hold people accountable, and have difficult performance conversationsStrong working knowledge of Microsoft-centric environments including Windows Server, Microsoft 365, and Azure fundamentalsExperience operating within structured MSP toolsets — PSA, RMM, and documentation platforms (ConnectWise, ScreenConnect, and IT Glue preferred)Ability to evaluate technical designs and implementations for quality, risk, and standards complianceStrong communication skills — able to engage effectively with engineers, operations leadership, and client-facing teamsBachelor’s degree***Preferred Qualifications***Prior MSP engineering leadership experience strongly preferredExperience serving as a final escalation authority in a technical leadership roleStrong documentation discipline and experience building or enforcing documentation standardsRelevant technical certifications in Microsoft, networking, or security — helpful but not requiredExperience partnering with project management and operations on delivery and capacity planning***What This Role Is Not***Not a hands-on engineering seat — the Engineering Manager engages technically only on the most critical escalations; day-to-day technical work is owned by the engineering teamNot a purely technical role — people leadership, standards enforcement, and operational collaboration are the core of this jobNot a project management role — project coordination and scheduling are owned by the Project ManagerNot a role for someone who avoids difficult conversations — accountability is central to what this position exists to do***What Makes Someone Successful Here***Builds an engineering team that operates at a consistently high standard without needing constant oversightSteps into critical escalations with calm authority and resolves them decisivelyHolds engineers accountable in a way that develops them rather than demoralizes themMakes documentation and standards feel like professional discipline, not bureaucratic burdenBuilds trust with operations, project management, and client-facing teams through reliability and clear communicationLeaves the engineering function stronger, more consistent, and less dependent on heroics than they found it***Benefits***Competitive salary based on experience and qualificationsComprehensive benefits (Medical, Dental, Vision, 401k, Paid Time Off, Paid Holidays)Quarterly incentives based on individual and team KPIsOn-the-job training and supportTeam-based work environment***Schedule***Monday–Friday, 8:00 AM–5:00 PM. May require work outside of normal business hours on occasion.***Work Location***Onsite in Cornelius, NCHybrid work opportunity (up to 2 days/week) available after 90 days, based on performanceThis is a general overview of the role and does not constitute a comprehensive list of all duties and responsibilities.