This resource has the most intimate knowledge of the client’s technology and infrastructure, holds the technical relationship with the client, and leads the team in supporting the clients’ technical issues. The POD Lead’s primary responsibility is to lead a service delivery team to ensure customer satisfaction and meet SLAs for service delivery. As a part of this oversight, they will also be responsible for providing technical assistance to the team and ensuring service and support are provided to clients at agreed levels. They report to the Service Delivery Manager. The POD Lead ensures company policy and procedures are followed and maintained. This position requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks. Accurate and timely tracking of client work, service calls, and related documentation including timesheets is required. Position Responsibilities:

• Interface with appropriate technical personnel for client problems that cannot be resolved effectively
• Contribute to the continuity of computer services by providing the necessary technical leadership
• Technical escalation point for clients
• Drive problem investigations, resolution, and root cause analysis as required
• Meet Key Performance Indicators designated for you and your team such as client satisfaction, SLA’s, response times on tickets and calls, etc.
• Design and maintain process documentation for the service delivery team
• Appropriate delegation of tasks and incidents when required
• Upkeep and maintenance of client information, devices, and assets in all NetGain systems.
• Identify trends and develop strategies to support these trends
• Assist in the development of technical support engineers
• Collaborate and interface with colleagues to build proper development and execution of projects
• To build relationships with clients and participate in necessary client meetings (Pre & Post Sales)
• Provide feedback on candidates for roles within your pod

Required Qualifications

• Strong organizational, presentation, and client service skills
• Skill in strategic planning with an ability to think ahead and plan over a long-term period
• Skill in leading people and getting results with a strong client orientation
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Willing to work occasionally and/or be on-call after-hours, holidays, and weekends
• In-Depth Knowledge of the following:
• Firewall/Security appliances
• Switching/Routing
• Wireless technologies
• Windows server
• Microsoft Exchange/Exchange Online
• Virtualization Technologies & High Availability Solutions
• Workstation management
• DNS services (Internal/External)
• Other Preferred Technical Knowledge
• SQL Server
• Understanding of Cisco Voice (Call Manager), Microsoft Teams, and other SaaS or Cloud Based voice.
• Remote Desktop Service and/or Virtual Desktop Infrastructure (VDI)

Other Considerations

• DAILY time entry accounting for at least 8 hours before leaving, and adherence to billable utilization target based on team goal.
• Ability to pursue and acquire technical certifications to maintain a current skillset required to support our clients.
• Ensure regular and timely completion of Minimum Documentation Standards for each client
• Adherence to change management processes and ITIL standards
• Successful management of client expectations when targets cannot be met.
• Good communication with Account Managers and Service Delivery Managers with regards to events and changes transpiring at client sites
• Ability to communicate with clients at all levels from IT personnel to C-Level Executives and to understand business issues in the context of IT issues
• Ability to work in close quarters at times, or lift/carry items in excess of 25Lbs
• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
• Ability to provide accurate time estimates for how long a task will take
• Enjoys sharing information, supporting others, and working on a team to achieve team goals

WHAT’S IN IT FOR ME?

• Health, Dental, Vision Insurance
• 100% Company-paid Disability Insurance/Life Insurance
• 401K Matching
• Paid Certification Training
• Team Building Activities
• Monetary Tenure Recognition
• Community Involvement / Career Development Day

Professional Overview

• In business since 1984
• Large regional business with 6 offices in 5 states across the Midwest & Southeast region
• Ranked as a top managed services provider by Channel Futures since 2008
• Named a best place to work in Kentucky since 2015
• Distinguished as a SOC 2, Type II certified company

Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. NetGain encourages you to break that statistic and to apply. No one ever meets 100% of the qualifications. We look forward to your application
NetGain Technologies is an Equal Employment Opportunity (EEO) employer that is committed to a safe and drug free work place. NetGain performs pre-employment criminal background checks and substance abuse testing which includes a urine drug tests to detects the presence of illegal drugs. We appreciate your cooperation in keeping NetGain a safe and drug free company.

Notice for Prospective Candidates:

• Only emails from personsname@netgainit.com should be trusted.
• We are aware of active recruitment scams using the NetGain Technologies names, in which individuals pose as our recruiters and post fake job openings and make fake job offers on the internet. Please note, we will never do the following:
• Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc.
• Make an offer of employment with conducting multiple rounds of interviews by phone, virtual or in person.
• Ask a candidate to cash checks to buy equipment on behalf of NetGain Technologies.
• Ask candidates to make a payment to be considered for a position.
• Make early requests for the candidate's personal information such as date of birth, passport details, credit card numbers, bank details, social security numbers, etc.
• Please note that we will only ask for more sensitive [personal information in connection with a background check after an offer is made.

Job Types: Full-time, Permanent

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 5 years

Schedule:

• Day shift
• Monday to Friday

Ability to Commute:

• Chattanooga, TN (Required)

Work Location: In person