Infrastructure Team Lead

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Department: Service Reports to: VP of Services
Classification: Salary

Location: ND - Fargo, Grand Forks, or Bismarck.
                  MN - St. Cloud area

                    

 

Are you interested in a dynamic IT career where you make a difference to customers and share in the success of the company? Network Center Incorporated (NCI) is a Managed Service Provider with over 600 customers across the Midwest. We are 100% employee owned with a focus on a positive team-based culture and believe happy employees will create happy customers! Our core values drive all that we do – Commitment to Employees, Dedication to Customer Success and Responsible Innovation. Within NCI, our services team supports our customers from service desk to infrastructure consulting and custom application\website development, offering a variety of career paths and opportunities. We hear from our employees that one of their favorite things about working at NCI is the experience they get working with a wide range of different technologies and customer environments.
 

SUMMARY OF RESPONSIBILITIES:

The Infrastructure Team Lead is a services expert focused on building internal\external relationships while delivering exceptional results.  This role works collaboratively across the services organization, sales, operations, and admin to drive the performance of the team forward in tandem with world class customer results.  There are two key aspects of this function – delivering value to our customers through your team and managing team initiatives to move business results forward.  

            

ESSENTIAL DUTIES:

Dedication to Customers:

  • Drives value to customers and team members by sharing IT related knowledge and how NCI partners with customers to support their business strategy and goals 
  • Serve as the primary escalation point for external\internal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed in a timely manner
  • Provide consistent oversite on ticket and project progress to ensure customer timelines and budget expectations are managed
  • Project manage complex customer issues, coordinating appropriate technical personnel, defining workplan, deadlines and driving customer communications until customer has confirmed issue resolution 
  • Collaborate with the appropriate departments to develop and maintain a technology plan that supports customer needs 
  • Accountable for the team’s delivery of timely and accurate quotes to customers
  • Participate (or lead, when appropriate) in new technology adoption to enhance services offered to our customers

Responsible Innovation: 

  • Demonstrate an approach of continuous improvement across all areas of the work
  • Ensure depth and breadth of technical skills are maintained across the team to support customer demand
  • Partner across internal teams to vet and onboard new products and\or services
  • Develop, implement and continuously improve process documentation for the Infrastructure team
  • Project manage initiatives for the team to deliver on next generation services
  • Actively participant in best practice sharing within the services organization
  • Proactively explore automation and net new efficiencies, making recommendations to senior leadership

Commitment to Employees: 

  • Lead by example
  • Foster a positive team environment that stays true to the core NCI values
  • Set clear goals and expectations for your team, holding each person accountable
  • Provide consistent coaching regarding ticket handling, project performance, career development, etc. by conducting one-on-ones and in-the-moment coaching
  • Work with Solution Architects to design, consult and implement technology solutions, facilitating collaboration with sales operations to evolve efficiencies  
  • Manage the team to meet billable efficiency commitments
  • Educate your team regarding career path opportunities at NCI through learning opportunities, certifications and projects
  • Create and execute on annual certification plan
  • Proactively share knowledge, coaching to the why as much as the what and how, meeting team members at their skill level 
  • Facilitate team building activities 
  • Proactively and effectively communicate across all NCI teams 
  • Contribute to the NCI culture through a positive attitude 
  • Demonstrate a willingness to grow personally and professionally 
  • Contribute to the overall interest of NCI and our continued success by collaborating across Services, Sales, Operations and Finance
     

REQUIREMENTS

  • 5+ years of experience in a technical and\or services industry 
  • Advanced problem-solving skills
  • Attention to detail
  • Prior consulting or support experience preferred
  • Ability to develop and execute procedures or standards to implement technical solutions 
  • Excellent written and verbal communication skills 
  • Prior mentoring or leadership experience preferred 

REQUIREMENTS MEASURABLE SUCCESS/TRACKING 

  • Customer CSAT Score above 92%  
  • Achieve billable rate target of 80%
  • Accurate daily time entry 
  • Pass a minimum of 2 certification tests per year based upon your role and customer/company needs

WORKING CONDITIONS 

  • 40+ hours per week   
  • Local and regional travel 
  • Scheduled overnight travel