It Remote Support Team Lead

LOCAL (SF BAY AREA) CANDIDATES ONLY PLEASE

Clare Computer Solutions (www.clarecomputer.com) is a successful and growing IT Professional Services firm and Managed Services Provider based in the San Francisco East Bay.

The firm is privately-held and fosters a collaborative team spirit where individuals are encouraged in their career aspirations.

Experience with an IT Managed Services Provider and/or IT Professional Services firm is a plus.

Position Title:Managed Services Remote Support Team Lead

Summary

The Managed Services Remote Support Team Lead is an LMA (Leadership + Management = Accountability) position and responsible for providing leadership for the Managed Services Remote Support team. This position requires an individual who has a natural intuition and grasp of how the service department needs to be run. Building chemistry within the service group, growing IT customer satisfaction and productivity of all Tier 1-3 support engineers in the department will be this position’s main core measurables. The success of our service delivery is centered around the remote support team and how well it integrates with the other departments in the organization. It is important that our Managed Services Remote Team Lead embodies our company core values: Respect, Teamwork, Client First Mentality and Self Improvement.

Roles & Responsibilities

• Drive and provide timely reports to Manage Services Director on KPI’s, SLAs, CSAT, attendance and other metrics that the department is assigned from the leadership group
• Performs Quarterly 1:1, regular monthly coaching and annual performance evaluations
• Be an effective liaison between the Managed Services Remote Support Team to Managed Services Field team, NOC, Professional Services and Account Management
• Effectively communicate and manage relationships with vendors, other department leads and clients
• Coordinates training for Support Desk personnel
• Active participation in Departmental and Cross-Departmental meetings to continually improve Managed Services
• Responsible for assuring clients are provided efficient and timely best in-class support
• Contribute toward departmental and company goals and objectives
• Monitors problems, KPI’s, CSAT’s and SLA’s and follows up with assigned resources to ensure timely, satisfactory resolution of all problems
• Enforces and manages problem escalation procedures and SOP’s within the Department
• Worked closely with VCIO and account management team to ensure that all support activity is aligned with our client support agreements and expectations
• Manages the Support Team staff including escalation support, training and assistance
• Performs promotions, hiring and disciplinary responsibilities within the remote support team

The above represents a high-level overview of the role and will likely be "fine-tuned" in accordance with practical experiences.