This resource has the most intimate knowledge of the client's technology and infrastructure, holds the technical relationship with the client and leads the team in supporting the clients' technical issues, strategic growth, and technology roadmap through process improvement - both internal to NetGain, and within the client - and automation.
The POD Lead's primary responsibility is to lead a service delivery team to ensure customer satisfaction and meet SLAs for service delivery. As a part of this oversight, they will also be responsible for providing technical assistance to the team and ensuring service and support are provided to clients at agreed levels. They report to the Service Delivery Manager. The POD Lead ensures company policy and procedures are followed and maintained.
This position requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks. Accurate and timely tracking of client work, service calls, and related documentation including timesheets is required.
Position Responsibilities:
Interface with appropriate technical personnel for client problems that cannot be resolved effectively
Contribute to the continuity of computer services by providing the necessary technical leadership
Ensure completion of Business Review to provide IT roadmap and asset lifecycle management
Drive problem investigations, resolution, and root cause analysis as required
Meet Key Performance Indicators designated for you and your team such as client satisfaction, SLA's, tickets closed per day, billable utilization, response times on tickets and calls, etc.
Design and maintain process documentation for the service delivery team
Maintain asset configuration for client base to ensure monitoring and reporting is up to date and accurate
Responsible for service delivery, escalation, and client satisfaction
Appropriate delegation of tasks and incidents when required
Upkeep and maintenance of client information in Remote Monitoring, Documentation, and Management Tools (N-able, ConnectWise, PassPortal, etc.)
To ensure systems, processes, and methodologies are followed according to company guidelines
Identify trends and develop strategies to support these trends
Assist in the development of technical support engineers
Collaborate and interface with colleagues to build proper development and execution of projects
To build relationships with clients and participate in necessary client meetings (Pre & Post Sales)
Provide feedback on candidates for roles within your pod
Knowledge, Skills, and Abilities:
Knowledge and experience in cross-functional management methods and techniques to improve process and service delivery across all NetGain departments
Knowledge of IT applications, processes, software, and equipment
Strong organizational, presentation, and client service skills
Skill in strategic planning with an ability to think ahead and plan over a long-term period
Skill in planning and preparing written communications
Skill in leading people and getting results with a strong client orientation
Ability to multi-task and adapt to changes quickly
Ability to work in a team and communicate effectively
Service awareness of all organization's key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Willing to work occasionally and/or be on-call after-hours, holidays, and weekends
Working knowledge to consult on, troubleshoot, and support client infrastructure components such as security appliances, Windows server, SQL server, wireless technologies, Microsoft Exchange, workstation management, networking, and UPS devices in client infrastructure
Other Preferred Technical Knowledge
Solid understanding of TCP/IP networking concepts and switching and routing and related hardware components
Experience with and understanding of Cisco Voice (Call Manager), Microsoft Teams, and other SaaS or Cloud Based voice.
Experience and understanding of Terminal Services and/or Virtual Desktop Infrastructure (VDI)
Understanding of DNS services
Understanding of High Availability / Load Balancing solutions
Ability to pursue and acquire technical certifications to maintain a current skillset required to support our clients.
Other Considerations
DAILY time entry accounting for at least 8 hours in the form of Resolution Notes in Service Tickets
Monthly billable utilization should hit targeted company and team goals
Ensure regular and timely completion of Minimum Documentation Standards for each client
Adherence to change management processes and ITIL standards
On-going self-training to preserve professional viability is necessary
Successful management of client expectations when targets cannot be met
Good communication with Account Managers and Service Delivery Managers with regards to events and changes transpiring at client sites
Ability to communicate with clients at all levels from IT personnel to C-Level Executives and to understand business issues in the context of IT issues
Take ownership of tasks and follows through to ensure complete resolution
Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
Ability to pay close attention to detail while performing technically detailed tasks
Ability to work in close quarters at times, or lift/carry items in excess of 25Lbs
Ability to deal effectively with stressful situations
Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
Ability to provide accurate time estimates for how long a task will take
Understands that the success of individuals is measured by the success of their teams
Ability to quickly learn new technologies using self-study materials and intuition
Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution (i.e. -- Susie can't print)
Enjoys sharing information, supporting others, and working on a team to achieve team goals
Large regional business with 6 locations across the Southeast Region
Ranked as a top MSP in the World by MSP Mentor
Member of 35B association; offerings services throughout the US
Professionally managed using Best in Class metrics and procedures
Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. NetGain encourages you to break that statistic and to apply. No one ever meets 100% of the qualifications. We look forward to your application.
NetGain Technologies is an Equal Employment Opportunity (EEO) employer that is committed to a safe and drug free work place. NetGain performs pre-employment criminal background checks and substance abuse testing which includes a urine drug tests to detects the presence of illegal drugs. We appreciate your cooperation in keeping NetGain a safe and drug free company.