Tier 3 MSP Operations Lead
Escalations:
- Serve as an escalation resource for Level 3 support/implementation needs.
- Ability to articulate technical solutions and their business impact to clients.
- Implement best practices and standardize service desk processes to provide exceptional “white glove” customer service and deliverables.
- Provide team leadership establishing internal procedures, ticketing, and escalation standards to ensure prompt resolution to incidents and service requests.
Services:
- Ability to estimate projects and prepare quotes in Quotewerks.
- Ability to present project quotes to the client and answer any questions.
- Assist in closing project opportunities.
- Assist in project delivery, as needed.
- Manage project resources, timelines, and budget.
Management:
- Experience dealing with client leadership and the ability to communicate technical information in a business format.
- Ability to roll up sleeves and get the job done from a technical aspect.
- Past experience as a T3 engineer and working on triaging issues for desktops, servers, networks, etc.
- Ability to go onsite at client locations to establish client relationships, build rapport with end-users, audit the client’s environment, and identify issues/opportunities.
Client Onboarding:
- Provide audit support for prospects to identify and help scope onboarding and support.
- Oversee technical aspects of onboarding new clients – to be the main POC to the Client during the onboarding process.
- Environment data collection.
- Tools deployment.
- Identify areas or practices that don’t currently meet standards or are otherwise of concern.
- Prepare recommendations and present them to management for quote creation.
- Work with clients to assist in the adoption of new technologies prior to, and following, onboarding.
Business Reviews:
- Contribute towards conducting strategic business reviews for the top 20 clients each quarter.
- Identify potential opportunities for technology upgrades and present the findings for changes in the technology landscape to clients.
- Contribute to the PPT slide deck for SBRs.
Management:
- Lead, coach, and manage teams daily to improve customer service, efficiency, and technical aptitude.
- Manage schedules and ensure that team members are entering time efficiently.
- Manage PTOs and work schedules to ensure there is coverage for all roles.
- Partner with the proactive service manager to ensure successful delivery and increased client satisfaction.
Knowledge/Skills/Experience/Certifications:
- Bachelor’s degree in IT or a related field.
- Experience working with remote teams is desired.
- Hands-on troubleshooting experience for different technologies including endpoints, servers, cloud technologies, networks, etc.
- Experience in cloud technologies (i.e., Azure) is a must.
- Ability to work in a fast-paced, and at times high-pressure consulting environment.
- Experience using Professional Services Automation (PSA) tools or ticketing platforms such as ConnectWise or Autotask, is required.
- Prior experience working in a Managed Service Provider (MSP) environment supporting multiple clients.
- Experience working in a large-scale enterprise environment managing end-user support for 500+ users.
- Experience using Remote Monitoring and Management tools (RMM) such as Kaseya or LabTech/Automate, is required.
- At least one of the following certifications (preferable):
- CompTIA A+/Security+ certification.
- Microsoft Certified Desktop Support Technician (MCDST).
- Microsoft Certified Systems Administrator (MCSA).
- ITIL v3/v4 Foundations certification.
Salary: Up to $115k.
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