This position is primarily responsible for leading and managing the staff and delivery of all support services provided to clients assigned to the Service Team.
Employment Type: Full-Time
Reports To: Director of Support Services
FLSA Status: Exempt
Maintain accountability for the delivery of all support services provided to clients assigned to the Service Team, including proactive and reactive support, and remote and onsite support.
Leadership, Management, and Accountability of staff assigned to the designated service team.
Understand the influence of a leadership position and set an example for the entire company.
Play a lead role in projects for existing clients, including analysis of technology needs and business goals, making recommendations, researching options, Work with Client Management and Project Team to develop the scope of work and schedule; Review budgetary estimates and proposals; Provide project resources; Work with Project Team to manage the project implementation; perform post-project follow-up and evaluation.
Play a lead role in onboarding projects for new clients, including: discovery, standardization and stabilization, and ensuring completion of all service-related onboarding tasks.
Ensure high quality support services are provided in a timely manner.
Serve as an escalation point for complex service delivery problems and client issues.
Review and approve staff time entries for accuracy. Review service tickets with excessive time, determine reasons, and implement corrective actions.
Maintains a high level of Business Knowledge for each client.
Promote the implementation Systems Solutions’ hardware, software, and configuration standards to client environments.
Monitor KPIs for service delivery, monitor performance, measure attainment, and determine any necessary corrective actions.
Attend regularly scheduled and ad-hoc department meetings.
Document work performed, including: a description of issue/opportunity/task, work performed, time worked, and any follow-up required.
Maintain up-to-date client documentation.
Exercise discretion and independent judgment with respect to matters of significance.
Other duties as assigned.
Exemplifies Systems Solutions’ core values of: Detailed Oriented, Self-Managed, Critical Thinking, Quality Focused, Team Player, and Positive Influence.
Works required hours and maintains required work performance level. Works extra, as necessary, to complete client requirements, special company projects, or pursue business opportunities.
Presents a professional image.
Adheres to a record of good work attendance and punctuality.
Adheres to company policies, standard operating procedures and checklists; Contributes to the development of standard operating procedures and checklists for the position.
Adheres to all government and industry regulations, including the protection of regulated sensitive data.
Maintains confidentiality of all Confidential Information of clients and of the company.
Maintains positive client relations.
Maintains honesty and integrity in all dealings.
Maintains accurate records. Keeps records up-to-date.
Maintains knowledge and skills through attendance at, and active participation in, company specified training programs.
Maintains appropriate skills and certifications.
Helps with training newly hired employees and cross-training existing employees.
Completes ticket notes and time entries on a timely basis.
Represents the company in a positive and professional manner at all times.
Contributes to the overall success of our clients, our individual staff members, and our company as a whole.
Supervises 4-8 direct reports.
Directs, prioritizes, and monitors the work activities of direct reports.
Manages a variety of personnel issues for direct reports, in accordance with the company’s policies and applicable laws, including
Conducts informal one-on-one meetings with direct reports on a regular basis.
Conducts formal annual meetings with direct reports regarding work performance, professional development, and 360 feedback.
Resolves interpersonal conflicts.
Handles complaints and suggestions.
Provides performance feedback.
Handles disciplinary actions; develops skills and encourages growth.
Defines and coordinates training and development.
Recommends promotions, demotions, and terminations.
Maintains high levels of employee satisfaction and engagement for direct reports.
Ensures essential duties normally performed by direct reports are handled when direct reports are not available (planned PTO, unplanned PTO, resignation, termination, etc.)
Reviews Client Satisfaction survey results and follows up on unsatisfactory responses as necessary.
Interviews candidates for employment and participates in the hiring decision.
A two-year Associate degree or four-year Bachelor’s degree in the field of computers, network administration or Information Technology, or equivalent experience and/or training.
5+ years of hands-on experience in the support of a variety of Microsoft networks for small and mid-size businesses, preferably in a Managed Services Provider (MSP) environment.
2+ years of leadership and/or management experience.
Training and hands-on experience with the following general technologies are required: Network administration; User administration; Workstation administration; Server administration; Security and permissions; Group Policies; Server and workstation virtualization; Storage technologies; Onsite and offsite backup software; Antivirus and endpoint protection software; Email protection and anti-spam software; Firewall security appliances; Wireless access technologies; Remote access and remote connectivity; Network assessments; Infrastructure design and best practices; Remote monitoring and management software; Ticketing software.
Certifications that may be beneficial include the following: Microsoft MCSA certifications on earlier versions of Windows Server; Microsoft MCSA certification on the latest version or earlier versions of Windows desktop; Microsoft MCSA certification on Office 365; VMware Certified Associate (VCA) or Professional (VCP); Certified SonicWall Security Administrator (CSSA) or Professional (CSSP), Cisco CCNA or CCNP.
A valid Kentucky driver's license and a responsible driving record are required (to go onsite to client offices).
Regularly required to sit or stand for extended periods of time.
Regularly required to reach, finger, handle and feel, and to operate computer keyboard, mouse, telephone and basic office equipment.
Frequently required to walk and move around the office. Occasionally required to walk up and down stairs (at client offices).
Occasionally required to stoop, kneel, crouch or crawl.
Regularly required to lift and/or move up to 10 pounds.
Frequently required to lift and/or move up to 25 pounds.
Occasionally required to lift and/or move up to 75 pounds.
Ability to drive a motor vehicle.
Speech: Requires ability to speak clearly so others can understand.
Vision: Requires ability to see clearly. Specific vision abilities include close vision, color vision and the ability to adjust focus.
Hearing: Requires ability to hear clearly, and perceive the nature of sounds at normal speaking levels. Ability to receive detailed information through oral communication, and to make discriminations in sound.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skills, physical abilities and mental abilities required to perform the essential duties of this job. The work environment characteristics described are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
This job description is not an exclusive or exhaustive list of all job functions an employee in this position may be asked to perform. Duties, responsibilities and requirements can be added, changed, expanded or reduced by management to meet the business needs of the company.
Systems Solutions. does not discriminate on the basis of race, color, sex, religion, age, national origin, disability, or any other reason prohibited by law in provision of employment opportunities.