Job Title: Managed Services Technical Lead

Job Summary

We are seeking a Managed Services Technical Lead to join our talented team, which delivers technically led solutions and provides an outstanding client experience throughout our domestic and international locations. This role involves understanding the overall requirements and objectives of the support team, such as software applications, hardware infrastructure, data management, security solutions, and other relevant elements. The Managed Services Technical Lead will align with Sales, Solution Architects, and Support Engineers and provide technical leadership for our Managed Services practice.

Responsibilities

• Provide technical oversight of Managed Service agents

• Optimize methodologies for alert monitoring

• Serve as an escalation point for complex tickets

• Consult on managed client environments and best practices

• Work with the Director of Managed Services to enhance team metrics such as SLA completion and survey results

• Oversee the onboarding of new client services and devices

• Participate in Managed Services client projects

• Manage the creation and maintenance of essential documentation, including architecture diagrams, configuration guides, and best practices

Basic Qualifications

• Strong interpersonal skills, along with excellent oral and written communication skills, are essential.

• 5 years of vast technical experience across several disciplines such as Enterprise Networking, Security, and Data Center

• Ability to manage multiple tasks and projects simultaneously

• Eagerness to train and mentor Managed Services agents

Certification Requirements

• Cisco Certified Network Professional (CCNP) 

Reporting Structure - Reports to the Director of Managed Services