Synoptek
We think globally, act locally. As a Managed Services Provider, Synoptek provides world-class strategic
IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum we are seeking to add talent to our team. When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, results growth, and clarity.

Client Delivery Manager
This is an amazing opportunity to work within one of the fastest growing Managed Services Providers. We are a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. We foster a fun and connected environment with employee benefits extending beyond general compensation and into company sponsored events and an invested culture of learning.

The Client Delivery Manager reports directly to the Director of Client Delivery Services and is responsible for the continuous evolution and improvement of client service delivery within their Business Unit.
Additionally, the Client Delivery Manager will lead a regional team(s) with the mission to deliver excellent customer support for your assigned customers in support of Synoptek’s business strategy.

The Manager’s success will be measured by the satisfaction of assigned customers (Transactional survey, NPS), employee engagement of client delivery team(s), and achieving business unit operational metrics goals including: First Response, First Contact, Resolved Due, Overdue Ticket %, and Ticket
Backlog Reduction ensuring we are responsive and demonstrate value to our customers.

Duties and Responsibilities

• Maintain “book of business” for business unit and develop a good understanding of your client’s business and how to make them successful
• Ensure customer satisfaction of your assigned clients
• Lead engagement of your client delivery team
• Ensure CDS ticket metrics are met
• This job description is not designed to be a comprehensive list of the duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without notice

Education

• Bachelor’s degree in related field from an accredited college or university
• In lieu of undergraduate degree, the ratio is 1:1 - meaning one year of college equals one year of work experience and vice versa
• MCITP, MCDST, MOUS, ITIL, VCA, CCA Certification or ability to obtain within 6 months of employment

Experience

• Customarily has at least 7 years of client facing project management and client engagement experience.
• Customarily has at least 7 years of technical experience
• Customarily has at least 5 years of support engineer experience
• Customarily has at least 5 year of mentorship experience
• Experience with a Managed IT Services company, preferred

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.

Job Type: Full-time

Pay: $90,000.00 - $115,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Boise, ID 83706: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Technical,support engineer and client engagement: 7 years (Preferred)
• IT infrastructure: 4 years (Preferred)
• Managing to goals: 3 years (Preferred)

Work Location: One location

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