The Role at a Glance
This is a Senior Service Desk role, not a Professional Services role.
The Systems Administrator is a technical anchor for the Service Desk, the person who resolves the hardest issues, stabilizes client environments, and helps eliminate recurring problems at their root.
Tickets are the priority. Escalations are the responsibility. Platform stability is the mission.
This role works closely across our Service Desk, Centralized Services, and Professional Services to improve standards, strengthen environments, and tamp down on recurring issues. There will be opportunities to support Professional Services initiatives over time, but success in this role starts with owning complex support work and execution excellence.
This is an ideal role for a growing Systems Administrator who:
Enjoys solving difficult problemsTakes pride in clean, stable, well‑documented environmentsWants to grow into deeper infrastructure, security, or Professional Services work by earning it through executionWork Environment
This is primarily an onsite role at our headquarters in Allen, TX, with occasional local travel to client sites.
Reliable transportation and a valid driver’s license are requiredMileage reimbursement is provided for all business‑related travelAbout Us
We are a mid‑size, fast‑growing Managed Services Provider (MSP), delivering structured, standards‑driven IT support and infrastructure services to clients across multiple industries.
We believe great MSPs are built on:
Strong executionClear roles and accountabilityStable, standardized environmentsEngineers who fix problems once, not over and over againOur Service Desk is not a stepping stone, it’s a critical pillar of client confidence and operational excellence.
Essence of the Role
The essence of this role is execution, stability, and trust.
You are the escalation point for issues that are complex, persistent, or business-impacting. You don’t just resolve incidents, you help make sure they don’t recur.
This role emphasizes:
Advanced troubleshooting and escalation resolutionMicrosoft cloud and on‑prem infrastructure administrationNetworking, firewall maintenance, and troubleshootingPartnering with Centralized Services to improve standards, patching, and reliabilityClear documentation and disciplined process adherenceThis is not an architecture or design role, but it is a role where your technical judgment, follow‑through, and consistency matter every day.
What Success Looks Like
Escalated Service Desk issues are resolved efficiently and correctlyRecurring problems are reduced through root‑cause analysis and remediationMicrosoft environments are stable, secure, and aligned with standardsNetwork and firewall issues are diagnosed confidently and resolved cleanlyCentralized Services can rely on you to help improve patching, updates, and systemic fixesDocumentation is accurate, current, and usable by the broader teamClients experience confidence, professionalism, and clarity, even during issuesKey Responsibilities
Service Desk Escalation & Advanced Support
Act as a primary escalation point for Level 2 Service Desk techniciansTroubleshoot and resolve complex infrastructure, identity, endpoint, and network issuesPerform root‑cause analysis and collaborate to eliminate repeat incidentsCommunicate clearly with internal teams and clients during escalationsMicrosoft Platform Administration
Administer Microsoft 365 tenant environments (users, groups, licensing, core services)Perform advanced administration in Entra ID, Intune, Conditional Access, Exchange Online, SharePoint, and TeamsSupport hybrid identity environments, Active Directory, and Group PolicyMonitor system health, alerts, and service degradationNetworking & Security Infrastructure
Maintain and troubleshoot network infrastructure, including switches, wireless, and firewallsPerform firewall administration, rule reviews, and issue resolution (Fortinet experience strongly preferred)Diagnose connectivity, VPN, and performance issues across client environmentsSupport secure, standardized networking practices aligned with company standardsCentralized Services Collaboration
Work closely with Centralized Services to: Address systemic issuesImprove patching and update outcomesSupport complex change executionAssist in implementing improvements that increase environment stability and reliabilityAutomation & Tooling
Use and maintain PowerShell scripts and automation tools for routine tasksAssist with script development and improvement under senior guidanceLeverage MSP tools including Autotask, DattoRMM, Intune, and PIA for operational efficiencyDocumentation & Process Discipline
Create and maintain accurate documentation in IT Glue (configs, SOPs, diagrams)Follow established standards, processes, and change management practicesIdentify documentation gaps and improvement opportunitiesGrowth, Mentorship & Professional Services Exposure
Act as a technical mentor for Service Desk Technicians by guiding escalations, reinforcing troubleshooting best practices, and helping grow team capability.Contribute to training through knowledge sharing, documentation, and coaching that reduces repeat issues and raises Service Desk effectiveness.Advancement into project, infrastructure, or Professional Services roles is earned through consistent performance, reliability, and demonstrated readiness.Required Qualifications
Experience & Background
3–5 years of experience in systems administration or infrastructure supportMSP experience requiredHands‑on experience with Microsoft 365, Entra ID, Intune, and Windows ServerStrong troubleshooting experience in complex, multi‑tenant environmentsCore Technical Skills
Advanced Microsoft 365 and identity administrationSolid understanding of networking fundamentalsFirewall maintenance and troubleshooting experience (Fortinet preferred)Exposure to PowerShell scripting and automation conceptsExperience with Autotask, DattoRMM, and IT GluePreferred Qualifications
Fortinet (NSE) certifications or equivalent experienceMicrosoft, CompTIA, or security certificationsExperience supporting hybrid and cloud‑first environmentsSoft Skills That Matter Here
Strong customer‑service mindset, particularly during escalationsClear, calm, and professional communicationDiscipline around documentation and processAnalytical problem‑solver who looks for permanent fixesComfortable working in a fast‑paced, accountability‑driven MSP environmentPhysical Requirements
Ability to lift 40lbs.Ability to sit, stand, drive, and work on a laptop for extended periodsAbility to access network/server closets, manage cabling, and install devices as needed Read LessWORK ENVIRONMENT
This is a full-time, on-site role based at USM Technology headquarters in Allen, TX. Occasional client site visits and travel may be required. Mileage reimbursement is provided for all business-related travel.
ABOUT US
USM Technology is a mid-size, fast-growing Managed Services Provider (MSP) dedicated to delivering high-impact, strategic technology solutions to clients across multiple industries. We are a Kaseya and Microsoft partner operating on the TruMethods framework, focused on delivering operational excellence and measurable outcomes for our clients.
Our clients rely on us as their trusted technology advisor. The Technology Strategist is the cornerstone of that relationship.
ROLE SUMMARY
The Technology Strategist (vCIO) serves as the primary strategic technology advisor for assigned client accounts, responsible for leading technology roadmap development, business alignment, governance, risk management, and Quarterly Business Reviews in accordance with the TruMethods framework. This senior role bridges the gap between long-term business goals and technology strategy, ensuring clients are prepared to meet current and future business demands. Success is measured by client retention, roadmap adoption, QBR completion, and measurable improvements in technology alignment and compliance maturity.
RESPONSIBILITIES
Client Technology Strategy
Design and maintain multi-year technology roadmaps aligned with client business goals.Align technology investments with measurable business outcomes.Incorporate cloud, cybersecurity, automation, AI, and digital transformation initiatives where appropriate.Develop lifecycle replacement strategies and budget forecasts.Assist clients with annual budgeting and strategic technology planning.Client Relationship Management & Advisory
Serve as the primary strategic advisor to client executive leadership.Lead Quarterly Business Reviews (QBRs), strategic planning sessions, and roadmap discussions.Build and maintain trusted advisor relationships across assigned client accounts.Communicate complex technology concepts in business terms that resonate with non-technical executives.Educate clients on technology as a business enabler rather than a cost center.Technology Governance & Strategic Alignment
Establish and maintain technology standards and governance practices for assigned clients.Collaborate with Technology Standards Engineers (TSEs) to translate alignment findings into strategic recommendations.Review technology alignment assessments and prioritize remediation initiatives.Ensure technology investments support long-term business objectives.Evaluate vendors, platforms, and solutions to ensure alignment with business and technical requirements.Data Governance, Risk & Compliance
Provide strategic guidance related to data governance, cybersecurity, privacy, and regulatory compliance.Advise clients on data classification, retention, ownership, lifecycle management, and governance best practices.Assist clients in preparing for applicable frameworks including HIPAA, HITECH, CMMC, NIST, CIS Controls, PCI-DSS, and SOC 2.Present compliance and cybersecurity risks to executive stakeholders using business-focused language.Support governance, risk, and compliance maturity initiatives.Emerging Technology & Business Risk
Evaluate emerging technologies and their applicability to client environments.Balance innovation with operational stability and risk management.Identify and communicate business, operational, security, and compliance risks.Develop strategic remediation plans and risk mitigation roadmaps.JOB REQUIREMENTS
Education and Experience
10+ years of experience in technology strategy, consulting, managed services, or IT leadership.Demonstrated success advising executive leadership teams on technology strategy.Experience developing strategic roadmaps and technology budgets.MSP experience strongly preferred.Bachelor's degree in Computer Science, Information Systems, Business, or related field preferred.MBA or advanced degree is a plus.Technical Knowledge
Microsoft 365, Azure, Entra ID, Intune, and cloud platform architecture.Cybersecurity frameworks and infrastructure lifecycle management.Business continuity and disaster recovery planning.Strong understanding of governance, compliance, and risk management principles.Areas of Expertise
Data Governance and Information Protection.Compliance program development across HIPAA/HITECH, CMMC/NIST 800-171, CIS Controls, PCI-DSS, and SOC 2.Microsoft Purview, data classification, and information lifecycle management.Executive advisory services and technology budgeting.Business continuity, disaster recovery, and technology lifecycle planning.Personal Qualities
Strategic thinker who aligns technology investments with measurable business outcomes.Strong executive presence and communication skills.Risk-aware leader who balances innovation, security, compliance, and operational efficiency.Trusted advisor who builds long-term client relationships.Critical thinker who evaluates business, technical, governance, and compliance considerations before making recommendations. Read Less