This position is located in Bloomington, IL and requires the ability to work at our office, your home office and our client locations. Relocation assistance is not provided.

SUMMARY:

The Lead MSP Onboarding Engineer ensures a positive client experience during both our onboarding and decommissioning process. He/she leads the team that may be the first or last interaction with Integrity and will work to always deliver a positive impression of Integrity.

He/she is responsible for understanding client requirements, maintaining proactive communications with the client, planning the onboarding/ decommissioning projects, and overseeing the successful implementation or removal of our services with minimal disruption to our clients’ business operations. 

In addition, he/she is responsible for maintaining up to date process documentation to ensure a standardized and efficient approach for both onboarding and decommissioning services. He/she provides guidance to service transition team members on the processes to be followed by all to deliver on our brand promise and provide a premier service transition experience.

ESSENTIAL FUNCTIONS / RESPONSIBILITIES:

Onboarding

• Collaborate with sales to understand the client’s requirements and concerns to ensure we are addressing them during the onboarding.
• Serve as main point of client communication during our service transition project. Ensure that they are informed of our activities and next steps and satisfied that we are meeting their expectations. 
• Coordinate transition efforts with exiting in-house IT, service provider and vendors to minimize disruption to the client. 
• Facilitate successful new client onboarding by collaborating with internal team members and our new client contacts. 
• Lead the service transition team; ensures team members know their daily responsibilities, conducts daily update calls/meetings, helps to prioritize tasks, and responds quickly to team member questions. 
• Coordinate the team’s efforts to deploy tools. Participate in the installation of the appropriate tools and services on the client’s network. 
• Monitor and track key onboarding milestones to meet onboarding timeline. 
• Utilize process documents to gather and document client information in a consistent manner. Ensures all necessary IT documentation is properly documented with IT Glue and ConnectWise. 
• Work with the service transition team to identify and document project opportunities to update the client network environment to meet best practices and improve employee productivity. Collaborate with the assigned Technology Advisor (TA) and Strategic Business Advisor (SBA) to ensure project information is captured on the technology roadmap. 
• Resolve issues through coordination with various teams, including sales, account management and engineers.
• At the conclusion of each onboarding, conduct a review of the services that were sold and compare it with the reality of the client’s environment. Collaborate with sales on any discrepancies or changes needed in the agreement or services. 
• Conduct post onboarding review: identify opportunities for improvement within the service transition process to continuously advance our work and the value that we deliver to our clients. 
• Ensure the help desk team receives the necessary information to provide the new client premier service.

Decommissioning

• Facilitate client decommissioning by collaborating with internal team members, our client, and their new service provider.
• Provide a professional, helpful, and organized exit experience for our clients with hopes that they may return to Integrity in the future. 
• Lead the decommissioning team; ensures team members know their daily responsibilities, conducts daily update calls/meetings, helps to prioritize tasks, and responds quickly to team member questions. 
• Ensure the timely removal of Integrity tools and equipment from client’s environment being mindful of the tools cost for Integrity and billing for per license tools to avoid excess managed service hard costs. Ensure all monitoring alerts are turned off.
• Conduct post decommissioning review. 
• Identify opportunities for improvement within the decommissioning process to continuously advance our work and the value that we deliver to our clients. 

Educating for Relationship Success 

• Present a new client overview to the Integrity team to aid in supporting our new client.
• While working on-site, provide training to our client’s employees on how to have the best experience with Integrity including:
  1. requesting service from Integrity – portal, email, phone, and automate. 
  2. How to prioritize service requests
• Train new team members on the service transition expectations when they join the onboarding/decommissioning team. 

Other Responsibilities

• Attends and participates in professional training sessions. Share key learning points for individual and organizational improvement.
• Actively participate in Integrity’s Entrepreneurial Operating System by learning the tools, contributing to the solution of issues, and following our processes.
• Actively participating in Integrity’s Open Book Management program by learning about the financials of the company and the financial impact of decisions.
• Performs other duties as required and requested.

TECHNICAL SKILLS:

• Proficiency in configuring and troubleshooting IT systems including servers, networks and security appliances. 
• Ability and desire to learn line of business applications that are essential to our operations.

ABOUT YOU:

• You are passionate and driven by your success and the success of the entire team.
• You take pride in being an advocate on behalf of the clients and seek to provide relevant feedback cross-organizationally to enhance our products and services to better serve our clients.
• Actively identify and seize opportunities to increase client engagement with our entire platform.
• You are comfortable with a dynamic environment; you can anticipate change and are confident that you can adapt.
• Take ownership and accountability in your individual performance.
• Display and inspire a culture of excellence with your peers and leadership.
• You learn rapidly and are eager to develop skills and knowledge that align with the team’s goals.
• Minimum 5 years’ client service experience.
• Professional communication skills.
• Excellent writing skills, able to quickly compose clear and concise answers.
• Friendly, patient, and professional phone demeanor; you prefer phone and in-person communications. 
• Strong organizational skills and high attention to detail.
• Motivated self-starter with an excellent work ethic and team-first attitude.
• Dedicated and punctual to work.

EDUCATION / EXPERIENCE:

• Bachelor’s degree preferred.
• Previous MSP experience preferred.
• Leadership experience.

Integrity's benefits include:

• Medical, vision, and dental insurance
• Short term and long term disability insurance
• Life insurance options
• Paid time off
• Paid holidays
• Birthday bonus day off with pay
• Anniversary bonus day(s) off with pay
• Paid parental leave
• Health Savings Account and Flex Spending Account options
• 401(k) company match 
• Training 
• Paid certifications
• Employee Assistance Program
• Paid CPR/AED Certification