Support Team Lead

Who is K3 Technology?

K3 Technology is a Managed Services Provider based in Denver, CO. We have clients around the U.S. and we attempt to provide more than just services to our clients, but instead, a strategic partnership.

What should I know about K3 Technology?

K3 Technology is an employee-centric organization. We recognize that many of the best organizations and longest standing organizations have something in common: people. Whether you are an employee or a client at K3 Technology, we take care of you. And if you are an employee, we take even better care of you. The quality of our partnerships and services depends on the health and well-being of our employees, and that is why taking care of you as a K3 employee will be at the top of our priorities.

How would K3 Technology make me a top priority as an employee?

As an employee of K3 Technology, we would ensure that you have the proper tools and access to training to perform your assigned job duties. We highly encourage personal and professional growth. A healthy work/life balance for our employees is a top priority. K3 offers competitive PTO packages and exceptional health insurance to make sure that employees have the means necessary to maintain their well-being. We do our best to accommodate time-off requests, especially at times of high-stress. We manage our workforce in an empathic way, being considerate of everyone’s needs both at and away from the job.

K3 also makes every effort to provide a safe and communicative work environment. We encourage all employees to speak up any time to share ideas and discuss challenges. We train team leaders to have open door policies, and to check in with employees regularly to offer encouragement, praise or advice.

Other things that are important to K3 are transparency, communication, and accountability. These might sound like qualities that we would present to clients, and they are. However, we can only provide these qualities externally if they are present internally. That is why we will make every attempt to make it clear what our company goals are, what our goals for you as an employee are, communicate changes and expectations clearly, be open for communication from you, and make every effort to be held accountable on our core values, goals, and your success.

Salary and benefits:

• Total compensation $65,000-$75,000/year, DOE and location

• 401k with match

• Flexible PTO

• Work from Home when possible, with remote work stipend

  • If in Denver Metro, at least 1/day in office per week.

• Paid training and certification, and other educational opportunities

• Paid holidays

• Dog-friendly workspace

• Commuter Benefits

• Insurance benefits

What is K3 Technology looking for?

The Support Team Lead is a pivotal role within the support team, positioned between the NOC Manager and Support Engineers. This role focuses on queue management, coaching, and guiding engineers, while ensuring compliance with service level agreements (SLAs) and support processes. The Support Team Lead will assist with training, metric tracking, and escalation management to enhance the efficiency and quality of the support desk.

Key Responsibilities will include:

Training and Development:

• Assist in the training and re-training of support desk team members to ensure they possess the skills and knowledge necessary for their roles.
• Provide coaching and guidance to support engineers to help them improve performance and service quality.

Queue and SLA Management:

• Manage the unassigned tickets queue to ensure SLAs are met and tickets are promptly assigned and addressed.
• Review assigned tickets to ensure daily follow-ups are completed, next steps are documented, and time entries are compliant by the end of each day.
• Assist with organizing, planning and scheduling the Field Engineer’s recurring and as-needed site visits.

Escalation and Coordination:

• Act as a primary escalation point between Lead Client Engineers (LCEs) and the support desk, ensuring smooth and effective handoffs, and/or working with the support team to ensure that resolution plans are executed effectively.
• Escalate HR and performance-related issues to the designated supervisor as needed.
• Take complete ownership of support queue; the team will depend on you to ensure that support issues are resolved timely, exceeding client expectations for customer service, response and resolution times.
• On-call escalation responsibilities: You, along with other managers and senior roles, will be part of after-hours escalation path for on-call engineers; if an on-call engineer requires guidance to resolve an after-hours issue, they will call on you for next steps.
• On-call responsibilities: May need to be a part of weekly on-call rotation, depending on availability of other resources.

Compliance and Metrics:

• Ensure compliance with support processes, including queue hygiene, ticket notes, and time sheet accuracy.
• Assist in capturing and updating metrics for the weekly scorecard to monitor and report on key performance indicators (KPIs).

Support Process Enhancement:

• Collaborate with the Support Manager to identify areas for process improvement and contribute to the implementation of best practices.
• Assist in maintaining high standards of customer service and operational efficiency within the support team.

Support and Customer Service:

• This role is expected to have bandwidth to also self-assign and work on support issues; it is expected that you will spend approx. 40-50% of your time working on customer facing support issues yourself, and the rest of the time on Lead-related responsibilities.

To be a good fit for this role, you should have:

• Security first mindset and practices
• Strong grasp of ITIL Framework and service delivery disciplines
• Exceptional resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude
• Report on KPIs and SLA adherence with clear and assigned action items for improvement
• 3+ Years experience in a technical support role, preferably within an MSP or similar environment.
• Previous experience in a lead or senior support role is highly desirable.
• A passion for technology, and enjoy learning new technology
• Proficiency in leading both physical and virtual teams
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Ability to identify opportunities for automation or better processes to improve operational efficiency
• Expertise in implementing and enforcing change management
• Strong organizational skills
• Capacity to train and guide team members
• A great personality and a passion for working with people, as you will be leading internal teams and communicating with clients regularly
• A desire to be a part of a growing team, where things are often moving at a high pace
• Outstanding customer service and conflict-management skills
• Ability to manage multiple priorities and workloads

Other specific skills you should be familiar and comfortable with:

Knowledge of ITIL principles and how to implement them, Process Improvement, Developing Standards, Analyzing Information, Establishing and tracking KPIs, Customer Service, Technical Documentation, Quality Control and Quality Assurance

Specific products you should be familiar and comfortable working with:

IT Glue, PSA systems (HaloPSA, Connectwise Manage, Autotask, etc.), MS Windows, MS Windows Server, MacOS, Jamf, Ninja RMM, Connectwise Control, Meraki, Sonicwall, Microsoft Azure,  Microsoft 365, Intune and AutoPilot, KnowBe4, Huntress, ProofPoint Essentials, Mimecast, Avanan, SentinelOne EDR, Monday, ZohoDesk, Slack, MS Office Products, Ubiquiti, VMWare, Veeam, Powershell and scripting, Synology

Bonus Points for certifications in ITIL, Microsoft Azure, Microsoft 365, or other related fields.

Experience working for an MSP is a huge plus!

This position will be based in Greenwood Village, CO OR Remote; Preference will be given to local applicants, but strong remote applicants are encouraged to apply.

To apply and view the full job description please go to: https://k3techs.com/careers/