Managed Services Technical Lead - 24/7 Networks
Denver, CO
About the Job
Job Title: Managed Services Technical Lead
Job Summary
We are seeking a Managed Services Technical Lead to join our talented team, which delivers technically led solutions and provides an outstanding client experience throughout our domestic and international locations. This role involves understanding the overall requirements and objectives of the support team, such as software applications, hardware infrastructure, data management, security solutions, and other relevant elements. The Managed Services Technical Lead will align with Sales, Solution Architects, and Support Engineers and provide technical leadership for our Managed Services practice.
Responsibilities
Provide technical oversight of Managed Service agents
Optimize methodologies for alert monitoring
Serve as an escalation point for complex tickets
Consult on managed client environments and best practices
Work with the Director of Managed Services to enhance team metrics such as SLA completion and survey results
Oversee the onboarding of new client services and devices
Participate in Managed Services client projects
Manage the creation and maintenance of essential documentation, including architecture diagrams, configuration guides, and best practices
Basic Qualifications
Strong interpersonal skills, along with excellent oral and written communication skills, are essential.
5+ years of vast technical experience across several disciplines such as Enterprise Networking, Security, and Data Center
Ability to manage multiple tasks and projects simultaneously
Eagerness to train and mentor Managed Services agents
Certification Requirements
Cisco Certified Network Professional (CCNP)
Reporting Structure - Reports to the Director of Managed Services