Client Delivery Lead

Saint John, NB
Permanent
Full-time

2 months ago

Overview:SynoptekWe think globally, act locally. As a Managed Services Provider, Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum we are seeking to add talent to our team. When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, results growth, and clarity.Client Delivery LeadThis 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

Working ConditionsWe 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.EEO StatementWe are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.

Synoptek

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