Job Description

Responsibilities
Duties and Responsibilities

• Lead a 24x7 global service delivery team consisting of employees and contractors.
• Oversee advanced support, administration, and operational management of client infrastructure (on-premise and cloud/hosted).
• Ensure timely delivery of services in alignment with defined SLAs/SLOs.
• Manage daily incident, request, and escalation activities for the team.
• Drive proactive problem management by identifying incident trends and ensuring PIR (Post-Incident Review) follow-through.
• Support new client onboarding by ensuring readiness, access, documentation, and process alignment.
• Review and approve client documentation (Wiki) and ensure updates in line with environment or contract changes.
• Improve customer satisfaction scores through operational excellence and proactive communication.
• Optimize resource utilization to ensure profitability of services delivered within the region.

• Enhance employee engagement and foster a positive team culture built on "Customer First", "Get Stuff Done", and "Have Fun".
• Recruit, mentor, and develop service delivery team members to meet current and future business needs.
• Ensure appropriate staffing levels, skill sets, and experience to maintain service quality.
• Manage team schedules, PTO approvals, timesheets, and performance evaluations.
• Oversee employee career progression, coaching, and disciplinary actions as needed.
• Partner with the Enterprise Operations Center (EOC) and Support Operations teams on automation, optimization, and productivity initiatives.

• Actively participate in corporate initiatives, transformation programs, and strategic projects.
• Serve as the Critical Incident Manager (CIM) during business hours and participate in the on-call rotation to manage high-severity incidents.
• Required to work on US Business hours(EST)

Education

• Bachelor's degree in related field from an accredited college or university
• MCITP, MCDST, MOUS, ITIL, VCA, CCA Certification or ability to obtain within 6 months of employment

Experience

• Customarily has at least 15 years of client-facing project management and client engagement experience.
• Customarily has at least 15 years of technical experience
• Customarily has at least 8 years of support engineer experience
• Customarily has at least 8 year of mentorship experience
• Experience with a Managed IT Services company, preferred

Qualifications
Skills/Attributes

• Synoptek core DNA behaviors:

• Clarity: Possesses excellent communication skills, makes a concentrated effort to speak the customers language. Ability to field questions with concise, well-constructed responses
• OwnIT: Shows integrity, innovation, and accountability in completing daily assignments
• Results: Solutions focused and driven to resolve conflict quickly and precisely. Proactively looks for opportunities to contribute to the company's business goals
• Growth: Willing to learn and ask questions. Constantly looking for new ways to improve yourself. Ability to adapt and grow in a fast-paced environment
• Team: Embraces both customers and colleagues as team members. Ability to be flexible, respectful, engaged and collaborative
• Working knowledge of current IT hardware and software components
• Knowledge of technical competencies including, but not limited to: servers, virtualization, networking, security, storage, and service desk
• Familiarity with ITIL v3 framework

Working Conditions
We live by the motto 'work hard, play hard' and strive to support our employees in both their professional and personal goals. We believe that by hiring the right people, leading process improvement, and leveraging technology, we achieve superior results. Work is performed primarily in an office or remote environment. May be subject to time constraints and tight deadlines. May require occasional travel.
EEO Statement
We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.

Skills Required