Director of Engineering, Managed IT Servicees

Aunalytics•South Bend, IN

About The Position

As the Director of Engineering, Managed IT Services, you will lead high-performing teams of technical experts responsible for delivering consultative client engagements and executing complex IT projects. You will oversee technical leadership, workforce development, and operational execution while ensuring client satisfaction, engineering excellence, and alignment with strategic business objectives.

Requirements

7+ years in IT roles with 3+ years in a leadership role
Strong understanding of managed IT services delivery models.
Demonstrated ability to lead, motivate, and manage teams; experience improving operational performance.
Excellent written and verbal communication skills.
Able to communicate effectively with both technical and non-technical team members and stakeholders.
Proven experience communicating with clients and demonstrated consultative skills.
Ability to build and maintain strong relationships with team members, cross-functional teams, and clients.

Responsibilities

Lead, mentor, and develop teams of engineers to foster a high-performance, client-focused culture.
Assess and manage the teams’ workload to ensure balanced task distribution, sustained work quality, and optimal skill utilization.
Set measurable and attainable performance goals for team members; monitor progress and provide regular, constructive feedback.
Celebrate team successes, reward high performers, and address performance issues proactively.
Coordinate onboarding and training of new team members, embedding them in the team culture and technical standards.
Promote, plan, and measure continuous learning and skill development, including mentorship in specialty technology areas.
Organize team-building initiatives that reinforce a positive, inclusive, and collaborative environment.
Deliver technical expertise to consult on and solve complex IT infrastructure issues for clients.
Lead the adoption and enforcement of technical standards, documentation protocols, and engineering best practices.
Guide the team in the development of reusable documentation and diagrams related to the services we offer.
Serve as an internal thought leader across specialty areas.
Own the engineering team's role in delivering an exceptional client experience — setting high standards for responsiveness, reliability, and quality.
Treat client-reported issues with urgency, establish clear escalation paths, and ensure the team resolves problems quickly and communicates proactively with stakeholders throughout.
Oversee the Client Engineering function with a focus on aligning IT solutions to client business outcomes.
Support business impact discussions with clients, advising on future-ready architectures and IT investments.
Maintain active involvement in escalated client engagements to ensure technical accuracy, professionalism, and long-term relationship building.
Partner with service delivery, project management, product development, and sales teams to ensure seamless execution and communication across departments.
Help align engineering efforts with product roadmaps and service offerings to ensure client and business success.
Monitor, track, and report on team metrics and project deliverables to senior leadership.
Assist with resource planning and ensure the team is equipped with the tools and infrastructure necessary to perform at a high level.
Maintain visibility into engineering team capacity, pipeline demands, and technical project health.
Be available for critical after-hours support during escalations, major incidents, or planned upgrades.
Lead change management efforts for complex system upgrades, migrations, and infrastructure improvements to ensure minimal client disruption.