Pro Services Team Lead

Grow With Us

ONE 2 ONE Computer Services, Inc. specializes in empowering and educating those we serve through technology, our sweet spot. If you want to belong to a team that excels in this area every day, this company’s a great fit for you. Currently, we are in search of a Pro Services Team Lead.

Our clients are small to medium sized businesses who are growth oriented, challenge the status quo, and value a long term partnership. If you have experience working with this type of client – or want that experience – this role will be a great fit.

You will love it here if you:

  • Lead with a Moral Compass
  • Are Servant Minded
  • Put We Before Me
  • Go Beyond the Status Quo

Our company runs purely on EOS (Entrepreneurial Operating System). That means as a member of this team, you will have a leader who:

  • Gives clear direction
  • Ensures you have the necessary tools
  • Acts with the greater good in mind
  • Delegates appropriately
  • Takes time to truly understand your role and how you can help the company
  • Makes their expectations clear
  • Communicates well
  • Has effective meetings
  • Meets one-on-one with you quarterly or more, as needed
  • Rewards and recognizes your performance

We offer a competitive benefits program which includes:

  • Competitive salary
  • Health, dental, & vision insurance
  • 401K with employer match
  • Paid holidays and time off
  • Remote work opportunities
  • Volunteer time off and charitable donation matching

You’ll love coming to work every day if you get, want, and have the capacity for:

  • Lead, Manage, Accountability (LMA) of a team
  • Project Delivery Management
  • Allocation of Department Resources
  • Department Delivery Standards

You’ll have success here if you value clear processes and feel qualified to do the following things:

  • Lead, Manage and hold the Pro Services team accountable (communications, motivation, metrics, process, procedures, standards, etc)
  • Cascade/communicate company goals to the team
  • Communicate performance expectations and assess performance of the Pro Services team
  • Keep Department Manager updated with team performance and report any HR/disciplinary items.
  • Participate in interviews, training, delivery of performance feedback and disciplinary processes.
  • Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests
  • Utilize, create, maintain, and enhance client documentation in the PSA and documentation platform
  • Deliver services in accordance with all contracted Service Level Agreements and/or scope of work
  • Provide guidance to the Entry Project Manager in regards to scheduling, resources, etc
  • Prepare technical project plans and handoff to technical resources for advanced projects
  • Attend internal/external client meetings for advanced/onboarding projects
  • Receive and resolve technical escalations for complex issues
  • Develop, engineer and/or implement technical solutions to resolve clients’ business challenges
  • Deploy, troubleshoot, and repair hardware and software on site and at ONE 2 ONE ‘s facilities
  • Participate in an on-call rotation to provide support in accordance with contracted Service Level Agreements
  • Travel as required (approximately 25-60% of time), to client sites to perform various IT-related tasks

Requirements for the Pro Services Team Lead role are as follows:

  • 5+ years technical experience
  • 5 + years related IT direct customer support experience (or similar IT experience)
  • 1 + year of supervisory experience
  • CompTIA Network+, MCSA: Windows Server or M365 Certified

 

Our right fit Pro Services Team Lead would have the following skills:

  • Motivated and solution-focused
  • Experience in Managed Services Provider (MSP) business model preferred
  • Strong client service focus
  • Exemplary time management and organizational skills
  • Excellent communication skills with ability to explain technical concepts to lay audiences. Some experience working with board-level stakeholders preferred.
  • Maintain and advocate for a high degree of professionalism when dealing with vendors, clients and internal stakeholders
  • Ability to appropriately prioritize and plan complex work in a rapidly changing environment
  • Strong critical thinker with problem-solving aptitude.  
  • Ability and desire to lead technical teams
  • Must be a team player and enjoy a fast-paced environment
  • Maintain a good attitude in stressful situations
  • Strong Professional Services Automation (PSA), Remote Control, and Documentation skills
  • Strong competency deploying and supporting the operating systems currently supported by Microsoft
  • Above average competency with the Microsoft Office suite of products
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