Client Delivery Lead
Client Delivery Lead – Elevate the Customer Experience and Lead the Way!
Are you ready to make a significant impact by leading a team of talented engineers while staying hands-on in the world of customer support? As a Client Delivery Lead, you’ll take on the unique role of “player-coach,” mentoring and managing a dedicated group of support engineers while actively engaging in solving real-world challenges. This dynamic role offers the perfect blend of leadership and technical contribution, all while being embedded onsite at a client location in the vibrant Oyster Point area of San Francisco.
What You’ll Do
Step into a role where every day is different, and every task is meaningful. Your responsibilities will include:
- Lead and Mentor: Be the guiding force for your team, helping them reach performance goals while fostering their professional growth.
- Own Escalations: Serve as the go-to expert for tackling complex issues, managing escalations with confidence and poise.
- Deliver Excellence: Ensure the team delivers top-notch service by monitoring queues and maintaining SLAs.
- Collaborate Onsite: Provide direct support at the client’s South San Francisco location, ensuring seamless communication and top-tier service delivery.
- Stay Hands-On: Roll up your sleeves and dive into tickets alongside your team, showing them what exceptional support looks like.
- Organize and Optimize: Keep client documentation sharp and up-to-date, while also managing PTO, performance evaluations, and other team logistics.
What We’re Looking For
We need a leader who thrives on both technical and interpersonal challenges. Here’s what you bring to the table:
- Education: A bachelor’s degree in a related field from an accredited college or university.
- Certifications: MCP, A+, Security+, Network+ Certification—or the ability to achieve these within six months.
- Experience:
- 5+ years of client-facing project management and client engagement experience.
- 5+ years of technical expertise with IT hardware, software, and service desk operations.
- 3+ years in a support engineer role.
- Bonus Points: Experience in Managed IT Services or familiarity with ITIL v3 framework, Veeva and A/V components.
- Technical Proficiency: Deep knowledge of servers, virtualization, networking, security, storage, and more.
Why Apply?
This isn’t just another job—it’s an opportunity to lead, grow, and make a difference. You’ll have the chance to shape a team, elevate client experiences, and keep your technical skills sharp in a fast-paced, ever-evolving environment.
If you’re ready to take your leadership and technical skills to the next level, we’d love to hear from you. Apply today and become part of a team that values innovation, collaboration, and excellence!
***This 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.