Team Lead, Professional Services

Description

About ITS: 

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. 

The Team Lead, Professional Services is responsible for assisting the Project team and providing knowledge and expertise for a range of project implementations and extended client engagements. The Team Lead, Professional Services will also act as a first escalation point for internal team members and engage upper management when necessary. The ideal candidate has a high level of attention to detail, takes initiative, and can drive results for customer requirements. The Team Lead, Professional Services will be responsible for maintaining the organization’s standard for customer service and delivering projects with the highest attention to compliance and quality. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service. The Team Lead, Professional Services is empowered to internally coach, mentor, and provide daily directional support for the Professional Services team  

Requirements

Engineer, Professional Services 

• Project Utilization of 60% billable hours per week, including all dispatch and project work directly involved for the client. 
• As requested, travel onsite to client offices to provide services supporting the project team. Days not spent travelling will be worked either onsite at the office or in the agreed upon remote location. 
• Provide superior service to customers and clients. 
• Work closely with the project team to complete the defined project objectives outlined in the project statement of work. 
• Collect and analyze project data to create status reports against the established project milestones and recommend future actions. 
• Review reports of production, malfunction, and maintenance to determine or address issues. 
• Assess the status of projects against the planned schedule, identify actual or potential problems, and facilitate solutions to ensure projects are completed on time. 
• Manage and prioritize personal utilization in project work to ensure that hours are being directed towards productive, billable work. 
• Other related duties as assigned, including dispatch work on client sites, and managing service tickets that are assigned to the project team queue, and responding in an agreed upon timeframe. 
• Analyzes and troubleshoots ticket logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis. 
• Acts as a first level technical escalation point to assist associate engineers with troubleshooting technical challenges and providing solutions, escalating further to senior engineers when necessary. 
• Interacts and works directly with multiple advanced engineer groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time if needed. 

Team Lead 

• Serves as the first escalation point for both internal team members and engage upper management when necessary.  
• Serves as the Team Lead for the Professional Services team members. 
• Assists Professional Services Engineers by providing daily work direction and/or task management. 
• Participates in interviews for new Professional Services candidates, as needed. 
• Collects data and provides feedback to management on process improvements and areas of concern.

Experience

  Knowledge, Skills, and Abilities:  

• Strong oral and written communication skills   
• Effective time management and multi-tasking skills   
• Maintains the ability to stay organized and be detail-oriented   
• Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence  
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment  
• Expert level Microsoft Windows /Active Directory and related services  
• Server hardwar