IT Engineer Team Lead

IT Engineer Team Lead
CA - Los Angeles

Job Description

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.
With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.

Please join us in our exciting growth and pursue a rewarding career with All Covered!

The objective of the Engineering Team Lead (ETL) is to assist the Director of Service Delivery in growing and developing a very loyal, satisfied and appropriately skilled team through the direct supervision of six to ten engineering resources. The ETL is the local field engineering leader, the DSD's representative, for their covered geographies and/or assigned client base. The ETL is responsible for the overall productivity and quality of work for their assigned team and works to ensure that each of their team members have the skills and tools needed to be successful and addresses/expedites escalations when necessary. The ETL works closely with various departments and Client account stakeholders to ensure consistent quality service delivery and to identify and facilitate remediation of service quality issues as they arise.

Duties and Essential Role Functions:

  • Supervise a team of engineers with a focus on:
    Client satisfaction
    Service Delivery Quality
    Mentoring/Coaching
    Performance Management
    Professional Development
    Employee wellness
  • Responsible for Service Delivery Quality via inspection of activities and results
  • Mentor/Coach team members in the areas of:
    Quality Service Delivery
    Client service skills
    Technical competencies
    All Covered Standards, Processes, Services, Tools and Systems.
    Company Values of Honesty, Enthusiasm, Respect, Ownership, Excellence and Service (HEROES)
    Company Culture and Mission
  • In conjunction with the Director of Service Deliver (DSD), provide Performance Management via Field engineering Objectives including but not limited to-:
    Adherence to the Company’s employment procedures and best practice as outlined in the employee handbook
    Adherence to agreed upon and/or documented Field engineering standards and best practices
    Coaching/mentoring as outlined above
    Input to Performance Reviews, coaching and corrective actions
    Management of target utilization
    Client Satisfaction and retention results
    Client environment Documentation
  • Collaborates with Client stakeholders to ensure the best possible engineer is assigned to tasks, projects and visits based on skillset, availability and fit.
  • Responsible for ensuring that their team achieves individual and team utilization targets while also ensuring that revenue targets are met.
  • Responsible for driving the identification of new revenue opportunities, primarily via projects, within their team’s assigned clients.
  • Review and approval of and approval of work schedules and time off when necessary
  • Escalation point for clients, team members and other departments for service Quality issues
  • Responsible for interviewing engineering team members and making hiring recommendations.
  • Responsible for ensuring that new engineers are on boarded as per approved Company standards.
  • Support employee retention initiatives and communicate gaps or deficiencies in programs.
  • Provide limited sales support for both existing Clients and prospects
  • 100% achievement of agreed upon quarterly objectives
  • May be required to perform billable activities primarily due to emergencies and Vacation/time off coverage for their team member.
  • Participate in the on call rotation in the market that may include off hours onsite visits

    Notes: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.

    Job Requirements

    Qualifications:

  • BA or BS degree or equivalent combination of relevant education and experience
  • At least one of the following industry certifications is required:
    - MCSE/MCP Server 2008 or above
    - MCSE/MCP Exchange 2007 or above
    - CompTIA Server+
    - Cisco Certified Network Administrator (CCNA)
    - Apple Certified Technical Coordinator (ACTC)
  • 5+ years multiple operating systems network engineering/administration experience
  • Management/leadership past experience, managing dispersed and/or Remote teams
  • Proven success at building and working as part of a team
  • Proven dedication to enabling quality through continuous improvement
  • Exhibits strong coaching, decision making and leadership skills
  • Previous IT consulting across multiple clients is strongly preferred
  • Able to explain and guide clients through technical issues
  • Demonstrated experience implementing IT projects
  • Strong computer analysis and diagnostic skills with the ability to implement quick and effective solutions to network problems
  • Successful experience designing, installing and supporting networks in multiple environments for multiple clients
  • Excellent verbal and written communication skills
  • Strong Organizational skills
  • Self-Starting and Self Motivating
  • Possess valid drivers’ license

    Training:
    Training is an essential part of continued growth at All Covered. As such, travel will be required for a week of off-site New Hire Training. This training is generally conducted within the 1st three (3) months of employment with the company. Additional skills training will also be available and further travel within the U.S. may be required for this position.

    Internal/External Contacts:
  • Daily interaction with team members and a variety of clients. The SSE works closely with the Engineering Team Lead, Project Managers and Client Account stakeholders to ensure consistent quality service Delivery.
  • Must be aware of and make best use of proper escalation procedures for technical and non-technical client issues in order to achieve timely quality resolution and client satisfaction

    Working Conditions:
    The majority of work will be performed at client locations while mentoring and coaching team members as well as performing Client follow ups, which may vary in terms of quality of workspace. Must be able to lift, carry, and reposition all parts of user workstations, network appliances, and printers. Consecutive hours spent at a time sitting in front of computer monitor and using keyboard and mouse. Frequent driving from one client location to another. Travel: 0% to 40% depending upon geographies covered.

    KONICA MINOLTA OFFERS:
  • Competitive salary.
  • Outstanding benefits package (including medical, dental, life insurance).
  • 401(k) plan with matching company contribution.
  • Excellent holiday/vacation plans.
  • Tuition Reimbursement Program.
  • Employee Referral Bonus Program.
  • Ongoing professional development training.
  • State-of-the-art office products.
  • Visible, exciting work supporting the sales of cutting edge technology and workflow solutions.


    Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

    All Covered is a Gold Certified Microsoft Partner.

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