Client Delivery Lead

Synoptek•Rocky Hill, CT

6h•Remote

About The Position

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.

Requirements

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
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
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

Nice To Haves

Experience with a Managed IT Services company, preferred

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