IT Deployments Lead

Description

COMPANY 

Parachute is a Managed IT Service company. We have a friendly and supportive work environment, with a hands-on leadership team. Our client base is comprised of a wide variety of businesses, professional service firms, and non-profit organizations with 15 – 250+ end-users located throughout the San Francisco Bay Area and Sacramento. Our headquarters is in San Ramon, California and we have a presence in San Francisco, San Jose, Sacramento, and Cebu, Philippines. 

POSITION

Parachute is looking to add an experienced, professional, and personable Deployments Team Lead to our growing team. This is a fantastic career opportunity for a proactive, highly motivated individual. This location is fully on-site in our San Ramon office.  

The Deployments Team Lead’s primary responsibility is to manage the activities and responsibilities of the deployments team. As a part of this management, they will be responsible for providing technical assistance to the team and ensuring service and support is provided to clients at agreed levels. The incumbent will both manage the team and contribute to the day-to-day work in the department. They report to the Director of Customer Service. 

This position requires a high level of independence and strong client service skills. Organizational ability is important to keep track of all tasks. Accurate and timely tracking of client work, service calls, and related documentation including timesheets is required. 

Essential Duties and Responsibilities

• To ensure that systems, processes and methodologies are followed according to company guidelines 
• Manage the service delivery team’s daily activities 
• Drive problem investigations and resolution as required 
• Conduct weekly 1-on-1 meetings with all direct reports 
• Conduct a weekly team meeting to address issues, contribute to process documentation, and reinforce key training points with the team.  
• Act as customer support point of contact for deployments feedback and issues. 
• Update and maintain existing client offboarding and offboarding forms.  
• Manage deployment automation system (ImmyBot) and execute automation tasks.  
• Attend new client onboarding meetings and conduct regular onboarding and offboarding documentation reviews with clients.  
• Prepare computers for setup as needed, including configuration, shipment, and delivery 
• Manage and maintain client and internal inventories, ensuring counts are accurate 
• Maintain computer documentation in IT Management System.  
• Facilitate vendor computer repairs for clients 
• Handle internal computer setups, shipping, orientations for US employees 

Requirements

Essential Technical Skills and Experience

• Highly experienced in setting up computers (Windows & Mac) including MDM management techniques.  
• Knowledge and experience in cross-functional management methods and techniques 
• Knowledge of IT applications, processes, software, and equipment 
• Strong organizational, presentation, and client service skills 
• Understanding of support tools, techniques, and how technology is used to provide IT services 
• Willing to work occasionally and/or be on call overtime, holidays, and weekends 
• Intermediate Knowledge of Microsoft 365 
• Intermediate Knowledge of Active Directory 

Required Personal Skills

• Ability to multi-task and adapt to changes quickly 
• Ability to work in a team and communicate effectively 
• Skill in planning and preparing written communications 
• Skill in leading people and getting results with a strong client orientation 
• Willingness to go above and beyond 
• Excellent verbal and written communication skills 
• Very detail-oriented in planning, implementation, documentation, and follow-up 
• Reliable, on-time, personable, and customer-focused 
• Comfortable working with a variety of clients, other consultants, and HW/SW vendors 
• Energetic, able to switch gears quickly from task to task 
• Desire to learn; independently and on the job 

Experience

• Bachelors or Associates degree in computer-related field, with courses in computer science  
• Two to three years related experience OR Equivalent combination of education and experience.  
• Minimum 1 years’ experience - Team lead or management 
• Strongly preferred former MSP experience 

Benefits

• Medical 
• Dental 
• Vision 
• Life Insurance 
• FSA 
• 401k + company matching 
• 15 PTO days 
• 8 – 10 paid holidays per year 
• Paid day off for your birthday 

Key Measurements of Success in this Role

• Ticket Quality + 95% 
• Client Sat + 95% 
• Staff Utilization + 85% 
• Standard computer Setup SLA (TBD) + 95%