McIntire Solutions Tier II Touch Labor Lead in Monterey, California

Job Summary

McIntire Solutions is actively seeking a Tier II Touch Labor Lead that will be responsible for leading a Touch Labor Technology team in the Northern California area. This individual will oversee managing the relationships and making sure the customers? needs are met. The role will require travel within Northern California (SF, Monterey, Carmel) as well as some travel to Northern Virginia.

Responsibilities

  • Manage all Tier II Support employees within region ? either directly or remotely

  • Manage all client relations and ensure 100% customer satisfaction

  • Visit clients on an as needed basis to make sure their technical needs are met

  • Be the point of contact for all technical issues/escalation (1st through 3rd tier support)

  • Work extensively with outsourced Help Desk partner on knowledge/application support transfer

  • Guide work and technical direction of subordinate staff

  • Develop customer relationships that drive activities and exceed customer expectations

  • Research new industry technologies and recommend proactive solutions within the environment

  • Travel to all managed sites to ensure appropriate technology support/expectation is being met

  • Identify processes for improvement in daily work; educates new staff in team process

  • Ability to travel both regionally and within the U.S. up to 50% of the time

Required Qualifications

  • 10-15 years of experience required

  • Experience leading a team

  • Experience managing clients; business development experience is preferred but not required

  • Bachelor?s Degree related to the duties defined above; or equivalent work experience.

  • Demonstrated ability to learn to use and support tools that may be added or developed as the program evolves.

  • Excellent oral and written communication and personal skills required

Desired Qualifications

  • Business Development Experience

  • Experience managing teams remotely

  • Experience working across geographic regions and time zones

McIntire Solutions, LLC is a veteran owned small business based in Northern Virginia and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, McIntire Solutions, LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.