Job Description

GFI Digital is looking for an ambitious, customer focused leader with proven track record to lead and support our Project and Onsite Engineers. Ideal candidate will be compassionate, data-driven, organized and strategic minded.

This person will be empathetic and passionate about working with customers and developing successful processes to deliver top-notch customer service. As a team, we are on a mission to transform each client’s experience, while becoming an industry-leading Managed Services Provider. We are looking for passionate leader who is willing to drive change and help our customers achieve great things.

Equally, this person will be developing and executing strategic decisions and be held accountable to company aligned goals based on measurable customer success metrics. This person will work with the Leadership Team to meet and exceed customer expectations and retention goals across all active markets.

Responsibilities

• Manage a team of Onsite and Project engineers and evaluate performance against established expectations
• Manage the planning and execution of on-site related requests and project related tasks.
• Ensure Onsite service requests (tickets) are handled timely and completely
• Set high customer service standards and hold engineers accountable to those standards
• Contribute to improving customer support by involving yourself in situations that fall below these standards
• Guiding team members in dealing with especially challenging service availability issues.
• Contribute to escalated problem resolution by coordinating available resources and managing customer expectations.
• Establish measurable team goals
• Drive results and optimize the team’s performance
• Establish best practices for On-Site and Project Engineers.
• Develop daily, weekly and monthly reports (from our systems) and provide results on the productivity of the engineers to the management team
• Drive analytics to deliver the desired customer experience (e.g. customer health, predictive analytics, usage, etc.)
• Establish KPIs based on the business model
• Develop a roadmap of tools or enhancement to optimize the customer experience

Qualifications

• 3+ years of relevant IT work experience, preferably in the Managed Service Provider (MSP) industry
• 3+ years of experience in a Project Engineering or Support leadership position
• 3+ years of technical experience with desktops, security, networking, server, storage and software licensing
• 3+ years of experience with Connectwise or another Service Desk platform
• Passionate about the customer experience and how it can transform businesses
• Exceptional analytical and problem-solving skills with demonstrated ability in managing multiple priorities and meeting deadlines
• Strong leadership skills with a proven track record of hiring and motivating great teams
• Ability to work well across functions, and lead through persuasion, negotiation, and consensus building
• Proven experience working with C-level Client executives regularly. Excellent client relationship, team leadership and delivery skills with the demonstrated ability to communicate effectively throughout all levels of an organization.
• Self-starter who works well under pressure, has great judgment, and knows how to prioritize and handle multiple deliverables to meet tight deadlines
• Flexibility for in state travel (up to 25%)
• Prefer Bachelor's Degree