The on-site Team Lead position at Executech entails leading the Client Relationship Team (CRT) members to deliver exemplary customer service and support to assigned clients on a day-to-day basis. This role requires the incumbent to be stationed at client locations full-time, ensuring seamless service operations. As the overseer of technology/systems operations, the Team Lead coordinates with business partners and service providers, managing escalations, complex change and service requests, and upholding governance of technology services within contractual terms and agreements. Serving as a trusted partner, consultant, and technology advisor internally, they collaborate proficiently with key stakeholders in client sales, engineering, and management departments to ensure optimal resource allocation in alignment with client business objectives.
Job Duties and Responsibilities:
The following is a list of tasks/duties, to be performed by the position of a Team Lead. This is not a complete list of tasks/duties, as there will be additional responsibilities assigned as needed.
1. Accountable for overseeing the daily operations of client IT infrastructure and ensuring efficient handling of client communication via telephone calls, email, and tickets.
2. Responsible for managing service ticket assignment and progress and verifying ticket technical correctness to ensure no shortfalls.
3. Perform ticket escalation or direct the team members to follow escalation ticket procedures after other CRT Team members have exhausted their troubleshooting efforts.
4. Develop and maintain a proactive and comprehensive business strategy and technical knowledge of the client environment, including hardware/software/cloud inventory, configuration, LOB applications, vendor relationships, and documentation management.
5. Play a key role in driving customer satisfaction and retention, effectively communicating with on-site staff and senior management, and participating in client weekly/monthly IT alignment/strategy meetings with department leads by providing effective solutions to client needs.
6. Demonstrate ongoing evaluation of technology solutions that will support the client’s business needs (collaborate with Client Success Manager and other internal resources on the frequency of the evaluation and what solutions are presented).
7. Provide daily guidance and mentoring to junior staff to ensure organization and strengthened skills and perform resource planning and coordination for the team.
8. Responsible for daily review and coordination of Key Performance Indicators (KPIs) for CRT members.
9. Assist team members on focus areas for personal/professional growth and development, and ensure they are given sufficient time to complete their training assignments.
10. Maintain and understand the client's Executive Summary reporting.
11. Schedule and perform regular meetings with Client Success Managers to discuss the client’s business needs.
12. Collaborate with Professional Services team members for external projects.
13. Collaborate with the Proactive Services and Central Administration team for the development and updating of internal team processes.
Knowledge, Skills, and Qualifications:
• 7 years of IT Systems and Network Engineering experience.
• Experience in an IT-managed services space with an emphasis on service delivery.
• Bachelor’s degree in a related area or equivalent.
• Strong working knowledge of technology and customer applications.
• Exceptional quantitative, analytical, and problem-solving skills with a strong attention to detail.
• Strong ability to interface effectively with client’s management staff members.
• Ability to constructively drive change in an adaptable, collaborative nature.
• Experience with Windows Server.
• Thorough knowledge of VMware / Hyper-V virtualization solutions.
• Business firewall and router knowledge and experience.
• Experience with Cisco, Juniper, Dell, Palo Alto, Sonic Wall, Silverpeak preferred.
• Excellent organizational, written, and verbal communication skills are a must.
• Excellent project management skills.
• Multiple certifications in at least two or more of Executech’s core offerings (e.g. VCP, Storage, Networking, Routing)
• 5 years of project experience.
Soft Skills:
• Professional, pleasant, and patient in demeanor.
• Reinforce the image and professionalism of the Executech’s Managed Services team and organization through polished professional communications and interactions.
• Exceptional customer service orientation, high degree of professionalism, and ability to work with minimal supervision.
• Rely on extensive knowledge and professional discretion to achieve goals.
• Must have demonstrated maturity in judgment and ability to provide guidance to others.
• Must be flexible, able to prioritize workload, able to manage multiple tasks, and have strong attention to detail.
• Ability to communicate successfully with business clients, explaining technical issues in clear, understandable terms.
• Ability to develop, engineer, and manage projects to full completion.
• Ability to assist Tier 1, 2 and 3 support on escalated technical issues as needed.
• Exceptionally self-reliant and self-directed.
Product Skills:
• Expert in designated specialty (Server, NAS/SAN, VDI, AD, DNS, Office 365/Exchange).
• Expert with Executech’s RMM and NMM toolsets. (Preferred Experience with ConnectWise).
• Extremely proficient with network troubleshooting and topologies.
• Strong experience with multiple hardware for networks (WAN Accelerators, Wi-Fi, Storage, Servers, and Networking).
Typical Working Environment:
• Work in a temperature-controlled office environment.
• Low to moderate noise levels consistent within an office environment; staff, phones, collaborative dialogue.
Equipment/Tools used:
• Computer.
• Multi-function printer/scanner.
• Hand tools.
• Desk/Cell/Soft phone.
Interaction/Supervision:
• Interact with managers, co-workers, and clients.
• Will supervise other on-site team members of the CRT.
Physical Demands: • Constantly talk, hear, sit, utilize keyboard/ten key, fine dexterity with hands and repetitive hand motion.
• Frequently lift and carry up to 20 lbs., push/pull up to 20lbs, reach outward, walk-normal surfaces, grasp and hold.
• Occasionally reach overhead, kneel, climb and stand.
• Rarely lift and carry between 21-50lbs., push/pull between 21-50lbs., squat, crawl, walk-slippery surfaces, walk-uneven surfaces, and bend.
Hours of Work:
• This position will work various hours to meet the needs of clients and business operations. May include days, evenings, nights, weekends, and holidays. The position is not remote and will report to the client location.
The above statements are intended to describe the general nature and level of work being performed by those assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. Management reserves the right to reassign and alter the job description as dictated by business necessity and evaluated reasonable accommodations