Onboarding Engineer Technical Lead
About The Position
Summit 7 is hiring an Onboarding Technical Lead to guide its Onboarding Engineers and oversee onboarding operations. The role leads and mentors the team, supports workforce planning and hiring, and ensures onboarding projects are delivered efficiently, on schedule, and to quality and customer-satisfaction standards. The lead coordinates hand-offs with Professional Services and the Service Desk, manages unresolved onboarding escalations, and communicates with Engineering leadership and project teams. The position also improves onboarding workflows and standard operating procedures, analyzes recurring issues, maintains the onboarding knowledge base, and contributes to reporting and operational metrics. It partners with managers and teams across the organization to support cohesive service delivery and foster a supportive, accountable, high-performance culture. Summit 7 describes itself as a people incubator whose employees contribute expertise in Microsoft knowledge management and security and help protect the U.S. defense industrial base from cyber threats and address security and regulatory compliance challenges. The position is located in Huntsville, Alabama, with a listed salary range of $75,000–$90,000, dependent upon qualifications. The role may involve access to information subject to U.S. export control laws. Employment offers are contingent on reference and background checks, and pre-employment drug screening is required.
Requirements
- Experience in project delivery or an IT support environment, preferably Engineering.
- Prior leadership experience.
- Strong understanding of ITIL principles, incident management, and ticketing systems.
- Excellent communication, coaching, and conflict-resolution skills.
- Ability to interpret data, KPIs, and trends for operational decision-making.
Responsibilities
- Lead and mentor Onboarding Engineers through coaching, training, guidance, and performance oversight.
- Conduct regular check-ins with Onboarding Engineers and support consistent communication with project team members.
- Support workforce planning, scheduling, and resource allocation for onboarding operations.
- Assist with hiring, training, and upskilling Onboarding Engineers.
- Oversee daily onboarding operations to ensure coverage, efficiency, and adherence to project timelines.
- Monitor projects, timelines, deliverables, and escalation patterns.
- Promote accountability for project quality, customer satisfaction, and documentation standards.
- Coordinate with Professional Services and the Service Desk to ensure smooth hand-offs.
- Review and refine onboarding processes, workflows, and SOPs to improve consistency and reduce project time.
- Analyze recurring issues and identify opportunities for training, automation, or procedural improvements.
- Maintain and enhance the onboarding knowledge base for accuracy and usability.
- Contribute to onboarding reporting, KPIs, and performance metrics.
- Serve as the primary contact for onboarding escalations that Onboarding Engineers cannot resolve.
- Communicate updates, changes, and initiatives to Engineering leadership and project teams.
- Represent onboarding in cross-team coordination with project management, Professional Services, and other IT groups.
- Foster a supportive, high-performance culture grounded in accountability and customer satisfaction.
- Partner with other managers and teams to ensure cohesive service delivery.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
