Client Delivery Lead

This is an amazing opportunity to work within one of the fastest growing Managed Services Providers. We are a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. We foster a fun and connected environment with employee benefits extending beyond general compensation and into company sponsored events and an invested culture of learning.

The Client Delivery Lead is a "player coach" who is responsible for directly managing and mentoring a subset of support engineers within a business unit. In addition to their mentorship responsibilities, the Lead will also continue to perform customer support activities which could include customer meetings and serve as an escalation point for the team.

The Lead's success will be measured by the performance and professional development of your direct reports and meeting operational business unit goals, as well as management new logo implementations, ensuring Synoptek is prepared to provide consistent support that creates value for customers.

Duties and Responsibilities

• Perform queue monitoring to ensure calls are answered within SLO/SLA
• Audit current procedures and process adherence by direct reports
• Actively manage escalations to other support groups
• Manage direct reports to performance goals
• Schedule regular 1:1 sessions with direct staff
• Handle escalations from team members
• Mentor new employees in relation to Synoptek approved processes
• Perform employee performance evaluations, disciplinary actions, PTO scheduling for your direct reports
• Timesheet approvals, approve and post labor entries and other administrative tasks
• Ensure assigned client documentation is updated as changes occur to client contracts and environments
• Any other activities deemed necessary by the Client Delivery Manager using critical thinking skills
• This job description is not designed to be a comprehensive list of the duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without notice.

Education

• Bachelor's degree in related field from an accredited college or university
• In lieu of undergraduate degree, the ratio is 1:1 - meaning one year of college equals one year of work experience and vice versa
• MCP, A+, Security+, Network+ Certification or ability to obtain within 6 months of employment

Experience

• Customarily has at least 5 years of client facing project management and client engagement experience.
• Customarily has at least 5 years of technical experience
• Customarily has at least 3 years of support engineer experience
• Customarily has at least 3 year of mentorship experience
• Experience with a Managed IT Services company, preferred

Skills/Attributes

• Synoptek core DNA behaviors:
• Clarity: Possesses excellent communication skills, makes a concentrated effort to speak the customers language. Ability to field questions with concise, well-constructed responses
• OwnIT: Shows integrity, innovation, and accountability in completing daily assignments
• Results: Solutions focused and driven to resolve conflict quickly and precisely. Proactively looks for opportunities to contribute to the company's business goals
• Growth: Willing to learn and ask questions. Constantly looking for new ways to improve yourself. Ability to adapt and grow in a fast-paced environment
• Team: Embraces both customers and colleagues as team members. Ability to be flexible, respectful, engaged and collaborative
• Working knowledge of current IT hardware and software components
• Knowledge of technical competencies including, but not limited to: servers, virtualization, networking, security, storage, and service desk
• Familiarity with ITIL v3 framework

Salary Range

The anticipated base salary range for this role is $79,000-$106,000. This range represents a good-faith estimate of the base compensation we expect to pay for this role at the time of hire.

Actual base salary within this range will be determined based on job-related factors, including skills, experience, geographic work location, and any required licenses or certifications, in accordance with applicable law.

Working Conditions

We live by the motto 'work hard, play hard' and strive to support our employees in both their professional and personal goals. We believe that by hiring the right people, leading process improvement, and leveraging technology, we achieve superior results. Work is performed primarily in an office or remote environment. May be subject to time constraints and tight deadlines. May require occasional travel.