Managed Services Lead Engineer

Under the direction of the Director of Consultive Engineering, the TOS Lead Consulting Engineer is responsible for driving proactive IT solutions and strategies while overseeing complex technical escalations for clients. This role focuses primarily on proactive workstreams, including client audits, technology roadmaps, and best practice implementation while also handling high-level reactive technical issues. The TOS Lead Consulting Engineer collaborates with various teams to ensure client satisfaction, minimize service disruptions, and enhance operational efficiency. This position is designed to reduce reactive service ticket volume, ensure client satisfaction, and support exceptional service delivery within NetGain Technologies’ managed services client base.

Key Responsibilities:

• Conduct proactive onsite visits with clients to assess and align their technology with NetGain’s standards and best practices.
• Develop IT roadmaps and process technical audits for consultive clients.
• Provide budgetary estimates in accordance with IT roadmaps.
• Handle high-level reactive technical issues remotely and onsite as required.
• Collaborate with various teams to design solutions for client environments.
• Ensure completion of all tasks required by the Director of Consultive Engineering and report any issues with deadlines.
• Play a critical role in new client onboarding and ongoing client management.
• Understand clients’ businesses and identify operational impacts based on proposed technological changes.
• Maintain positive communication among all team members involved in client servicing.
• Promote directing all issue resolution through the NetGain Helpdesk.
• Develop, implement, and maintain best practices across all assigned TOS accounts.
• Engage in the development and improvement of NetGain’s standards and best practices.

Measures of Performance:

• Achieve a target of 95% Net Promoter Score (NPS) across assigned clients.
• Complete all new TOS client onboarding tasks within the assigned timeframe and budgeted hours.
• Ensure technical documentation is accurate and meets NetGain’s quality control standards.
• Resolve all reactive support tickets remotely when possible.
• Maintain proactive workload within appropriate schedule time frames.

Additional Expectations:

• Ensure completion of all tasks required by the Director of Consultive Engineering.
• Conduct recurring reviews remotely and onsite as part of the client's proactive maintenance plan.
• Collaborate with colleagues to ensure technical solutions meet client needs and objectives.
• Work to personify the "Professional Technology Consultant" image during professional client and colleague interactions.

Reporting Relationships:

• Reports to the Director of Consultive Engineering.
• Works in conjunction with other resources assigned to fulfill the ongoing client management process within their accounts.

Responsibilities:

• Execute assigned project and administrative tasks on time and within budget.
• Report any deficiencies with all goals and activities weekly.
• Perform other responsibilities as assigned, written or verbal.

Expectations of Professionalism:

• Set goals, striving to improve themselves and their team.
• Refrain from using curse words in professional interactions.
• Help colleagues address concerns through proper channels.
• Promote NetGain Technologies and do not degrade the company or its employees.
• Follow company policies in a positive manner.
• Treat all fellow employees with professionalism and respect.
• Maintain a positive attitude and encourage positivity among their team.
• Take responsibility for problems and their resolutions.
• Perform at their best and dress professionally in accordance with company standards.