Professional Services Team Leader

PORTLAND, OREGON - HYBRID
Convergence Networks is one of North Americas leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.

POSITION SUMMARY

TheProfessional Services Technical Team Leader will collaborate with other team leaders, project managers and coordinators, vCIOs, technical staff and clients to ensure the smooth delivery of technical projects throughout our organization. The Professional Services Technical Team Leader will also act as the technical standards, training and escalation leader for all client-facing projects, as well as directly managing our Systems Integrators and Senior Systems Integrators. This position heavily influences the design and technical rollout of our project management process. It requires strong communication, problem-solving, time-management and defining Convergences deployment standards, then the Professional Services Team Leader job is perfect for you.

WHAT DOES OUR PROFESSIONAL SERVICES TEAM LEAD DO?

• Contribute to the organizational efforts to drive a strong company culture, continuing with transparent communication and a clear vision of companywide strategies and initiatives.
• Lead the daily operations, workflow and engagement of their assigned service team.
• Manage team growth and improvement through coaching, teambuilding, accountability and performance management. Actively pursue an ideal work environment for individuals on team.
• Ensure that the Professional Services technical team is achieving its technical goals, KPIs and SLAs.
• Coordinate post project reviews for scoped projects to ensure that we are continually benefitting from lessons learned.
• Work with team leads, project managers, technical staff, and vCIOs to ensure that all project milestones and deadlines are met technically.
• Develop an in-depth understanding of project scopes and particulars (i.e., timeframes, financials, etc.) for projects on our project catalog.
• Work with other team leaders and team members to define and refine formal escalation and review processes for our entire project lifecycle.
• Review, Improve, document, and train the Professional Services technical teams on Convergence Standard Operating Procedures for delivery projects and IMACs.
• From time to time undertake some project work to maintain technical ability to improve project standards. Up to 20% of your time may be made available to complete project work.

WHAT ARE THE QUALIFICATIONS I NEED TO HAVE?

• Degree or a combination of education and experience in a related field
• 4 years of experience providing team leadership or project management
• 8 years experience in the IT industry
• Exceptional communication and leadership skills

WHAT DO I NEED TO BE A SUCCESSFUL?

• Highly organized, detail-oriented, and adaptable.
• Patience, empathy, confidence, and customer service skills. You will be working with a myriad of businesses, technologies, applications, and personalities.
• Excellent communication (verbal and written) and documentation skills at all levels internally and externally, interpersonal, business management, time management, and developmental skills.
• Knowledge and experience working with Microsoft Office 365, Microsoft Azure, and other Cloud service offerings.
• A basic understanding of project management methodology.
• A strong working knowledge of ConnectWise and the ConnectWise Project Module.
• Ability to read and disseminate a Project Scope Document and can convert the relevant information into Project Phases and Milestones.
• Network Administrator level skillset, or higher, to help facilitate project, resource, and emergency management.
• Strong interest in continuous process improvement and the willingness to identify problems, propose solutions and follow through on implementing changes.
• Intimate knowledge of all functions of the Professional Services Team and the ability to explain these to other departments and non-technical end users.

WHAT QUALIFICATIONS WOULD REALLY HELP SET ME APART FROM OTHER APPLICANTS?

• ITIL and other IT Certifications.
• CAPM, PgMP, and PMP certifications (Must have)
• A bachelor's degree in business or related field of study.
• MSP experience

WHAT IS THE WORK ENVIRONMENT LIKE?

• Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment if working on-site.
• Position requires contact with others - in meetings, by phone or by email. Interactions focus on data collection, problem solving, needs analysis and technical work. Interactions are initiated in person or electronically. Position may require some travel to customer sites.

WHY SHOULD YOU WORK HERE?

• Group benefits plans, including medical, dental, vision, life insurance, 401K
• We believe in personal and professional growth. We offer regular internal training opportunities, as well as training and certification reimbursement so we can help you grow.
• We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
• Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as have some fun(families are often included as well).

PERFECT FIT

If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!

We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities.