The Client Delivery Lead is a “player-coach” who is responsible for directly managing and mentoring a subset of support engineers within a business unit. In addition to their mentorship responsibilities, the Lead will also continue to perform customer support activities, which could include customer meetings and serving as an escalation point for the team. In this role, you will be dedicated and onsite at a client location in the Oyster Point area of San Francisco. You will be a working lead, actively working on tickets alongside your team while managing and mentoring the engineers.
Location: Oyster Point area of San Francisco
Terms: 4-6 month contract to hire
Rate: $50-55/hour
Duties and Responsibilities
- Perform queue monitoring to ensure calls are answered within SLA
- Actively manage escalations to other support groups
- Manage direct reports to performance goals
- Handle escalations from team members
- Perform employee performance evaluations, disciplinary actions, PTO scheduling for your direct reports
- Ensure assigned client documentation is updated as changes occur to client contracts and environments
- Provide onsite support at the client’s South San Francisco location.
- Actively work on support tickets and service requests alongside your team.
Education
- Bachelor’s degree in related field from an accredited college or university
- MCP, A+, Security+, Network+ Certification or ability to obtain within 6 months of employment
Experience
- 5+ years of client facing project management and client engagement experience.
- 5+ years of technical experience
- 3+ years of support engineer experience
- Experience with a Managed IT Services company, preferred
- Working knowledge of current IT hardware and software components
- Knowledge of technical competencies including, but not limited to: servers, virtualization, networking, security, storage, and service desk
- Familiarity with ITIL v3 framework
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.