Sr. IT Support Engineer
Palo Alto, Redwood City, Menlo Park Area | Hybrid
Who We Are:
Halcyon Financial Technology, L.P. (“HalcyonFT”) provides information technology solutions to private equity, hedge fund, investment management firms, and family offices.
We strive to provide excellent client service at every level and in every interaction. We take client service so seriously that client satisfaction is the one and only SLA we guarantee to our clients.We work as a team to meet the ever-evolving needs of our clients. We never settle for the easiest or quickest solution. Instead, we seek out the best long-term solution for our clients. We never get bored. We never slow down. There is a sense of urgency in everything we do. Our clients expect more. We deliver more.HalcyonFT is Excellence in IT.
Position Overview:
The Regional Manager is a hands-on leadership role requiring the ability to handle a variety of technical issues with expertise, exceptional judgment, and professionalism while supporting end users at the highest levels within the organization. This position combines strategic oversight with direct technical involvement, ensuring reliable technology delivery, strong security posture, and exceptional user experience across assigned offices.
Reporting to the Regional Director, this role balances technical and client management responsibilities with people leadership and team development. It is a hybrid position with remote capabilities.
Client Operations Responsibilities:
- Lead a support team in delivering white-glove service for daily client operations on-site and remotely
- Ensure client satisfaction by delivering high-quality support and building strong, lasting partnerships
- Translate complex technical solutions to end users and client decision-makers at all levels of the organization
- Available to be on-call as part of the HalcyonFT’s quarterly team rotation
- Continuously review processes for improvements to client and HalcyonFT systems and processes
- Serve as the key interface or point of contact for clients, managing escalations, and ensuring client expectations are met or exceeded
- Identify opportunities for enhanced client technology offerings. Work directly with clients to recommend and implement technology improvements
Team Responsibilities:
- Lead and mentor a team of IT professionals, promoting a collaborative culture that drives innovation and continuous improvement
- Spearhead onboarding and training programs for new hires
- Participate in interviews throughout the recruitment process
- Cultivate an environment of continuous learning and professional development
- Conduct and document employee performance reviews and performance improvement plans
- Delegate and prioritize work assignments across the team
- Identify and implement best practices to drive team performance and positive client satisfaction
- Set performance and development goals for the team and ongoing monitoring of progress
- Maintain regular cadence of documented 1:1s with direct reports
Technical Responsibilities:
- Provide advanced technical support for Microsoft 365 services including:
- Exchange Online, SharePoint Online, Teams, OneDrive, and Intune
- Guide in the resolution of complex issues related to identity, access, collaboration, and endpoint management in a cloud-first enterprise environment
- Lead and coordinate incident response and root cause analysis for service outages and performance degradations across Microsoft 365 workloads
- Oversee the administration and optimization of Microsoft 365 tenant configurations, user accounts, licenses, and security policies using admin centers and automation tools
- Manage and Implement identity and access controls via Entra ID, including conditional access and multi-factor authentication
- Manage and Deploy endpoint configurations and security baselines using Intune
- Monitor service health, audit logs, and usage analytics to proactively identify trends, ensure compliance, and maintain performance across regional clients
- Champion the use and drive adoption of advanced AI tools such as Copilot and ChatGPT to accelerate troubleshooting, automate tasks, and deliver proactive solutions that enhance client satisfaction and operational efficiency
- Ensure Microsoft 365 services are tailored to meet organizational needs, including mailbox policies, Teams settings, SharePoint configurations, and Intune device compliance
- Oversee the integration of Microsoft 365 with third-party tools and services, to ensure seamless interoperability and alignment with business requirements
- Implement and maintain security and compliance features such as including DLP policies, retention labels, and alerting mechanisms
Additional Leadership Responsibilities:
- Represent and advocate HalcyonFT’s values and principles to clients and employees
- Contribute to the improvement of HalcyonFT’s systems and processes
- Collaborate with HalcyonFT’s leadership team and assist in executing strategic initiatives to align with company goals and clients’ needs
- Manage complex team or client issues, ensuring prompt resolution of escalations.
- Assist Directors or Partners in budget planning process
- Serve as a primary liaison between the West Coast, Midwest, and East Coast teams to ensure coverage and availability of resources
- Manage relationships with key technology vendors, ensuring that partnerships are aligned with client and team needs
- Commit to ongoing learning and professional development
- Be willing to be a hands-on Manager, leading by example by performing technical and end-user support to clients as part of the support team
- Align to the HalcyonFT brand and culture
Required Qualifications
- Minimum of 10 years of experience in IT, most recently as a Manager or Director of IT
- Bachelor level 4-year degree certification preferred
- Minimum of 5 years experience in a lead technical role supporting a Microsoft cloud environment
