Epic Placements | Information Technology Manager

The Client Delivery Lead is a "player-coach" who is responsible for directly managing and mentoring a subset of support engineers within a business unit. In addition to their mentorship responsibilities, the Lead will also continue to perform customer support activities, which could include customer meetings and serving as an escalation point for the team. In this role, you will be dedicated and onsite at a client location in the Oyster Point area of San Francisco. You will be a working lead, actively working on tickets alongside your team while managing and mentoring the engineers.Location: Oyster Point area of San FranciscoTerms: 4-6 month contract to hireRate: $50-55hourDuties and ResponsibilitiesPerform queue monitoring to ensure calls are answered within SLAActively manage escalations to other support groupsManage direct reports to performance goalsHandle escalations from team membersPerform employee performance evaluations, disciplinary actions, PTO scheduling for your direct reportsEnsure assigned client documentation is updated as changes occur to client contracts and environmentsProvide onsite support at the client's South San Francisco location.Actively work on support tickets and service requests alongside your team.EducationBachelor's degree in related field from an accredited college or universityMCP, A+, Security+, Network+ Certification or ability to obtain within 6 months of employmentExperience5+ years of client facing project management and client engagement experience.5+ years of technical experience3+ years of support engineer experienceExperience with a Managed IT Services company, preferredWorking knowledge of current IT hardware and software componentsKnowledge of technical competencies including, but not limited to: servers, virtualization, networking, security, storage, and service deskFamiliarity with ITIL v3 frameworkThis employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Created: 2025-01-01