IT Account Manager jobs in Boston, MA

Team IT Manager

Integrated Client Services

OunceIT recognizes that people struggle with technology and change. In everything we do, we seek to eliminate the frustrations people experience with technology tools so that they may instead delight in those experiences.

OunceIT employees put people and relationships before tech tools — we’re people people. Our clients are primarily k–12 independent schools in the greater Boston and Worcester areas, but also include small- to medium-size businesses as well as home clients who recognize the value in our versatile team approach:

While each of our staff have specialized skills and training, each team member is also a generalist, able to meet the needs of any client at any time.

We believe that I.T. takes a team.®

Position Summary

As part of OunceIT’s Integrated Client Services (ICS) team, the Team Lead is responsible for overseeing an assigned portfolio of clients and the associated OunceIT team members.

The Team Lead primarily acts as the lead technician for their assigned clients, providing direct hands-on responsive technical and networking support, while also working closely with and providing direct day-to-day leadership to their OunceIT team. The Team Lead is the first point of technical escalation for the team, supporting them with client work efforts, projects, and other IT-related client needs. The Team Lead also helps to define and lead the implementation of IT process and technology-related operational improvements within their assigned client portfolio.

The Team Lead may partner with other OunceIT teams, such as Technical Services, EdTech, and/or Information Systems to support and advise the client on technical projects, EdTech initiatives, and strategic IT systems evaluations & implementations.

In summary, the Team Lead:

• Establishes and Maintains Client Relationships, and Manages OunceIT Service Delivery for Client Portfolio
• Supervises, Measures, and Deploys FT and Remote Technical Team
• Provides Routine Tier 1 and Tier 2 Technical Support and Technical Escalation to Client Portfolio and Internal Technical Team
• Assists with and/or Leads the Identification and Execution of Tech-Related Projects (incl Tech Services, Information Systems and Ed Tech)

Manages and Maintains Internal and External Processes & Deliverables

Key Team & Client-Facing Responsibilities

1. Provide direct Tier 1 and Tier 2 technical support and act as the primary lead technical support contact across the team’s clients
2. Establish and maintain client relationships, and manage OunceIT service delivery for client portfolio
3. Establish and maintain key team support processes and ensure each team member has the skills and knowledge to effectively and efficiently support their clients
4. Act as the 1st point of technical escalation for their OunceIT team members - this involves having a deep understanding of each client’s technical/networking environment and key technical processes
5. Provide leadership to and directly manage the team’s resources (team direction, day-to-day guidance, setting team priorities and workflows for the day/week, team processes, coaching & mentoring, staff/career development, etc.)
6. Act as the primary liaison and initial point of escalation between OunceIT and client staff and leadership - Engage and establish/maintain close collaborative working relationships with appropriate client resources & departments to identify, understand and support technology-related needs and projects in advancement of the client’s mission and goals
7. Prepare for and facilitates regular tech check-in meetings with client staff (weekly check-ins, IT Task Forces, etc.) and prepares and maintains dashboards/reports to client leadership as applicable related to status and progress of OunceIT services and projects
8. Identify & raise key technology projects/priorities/needs/gaps/issues and work with the ICS & Technical Services Directors to review for scoping, and to ensure the right OunceIT resources, solution sets & capabilities are brought to bear
9. Lead IT-related client projects as applicable (directly or in partnership with ICS / Technical Services Directors)
10. Maintain and track project lists for the team via Asana, OunceIT’s Project Management tool
11. Create and maintain/track client IT department budgets (if applicable - depends on client)
12. Prepare for and provide weekly updates to the ICS Co-Directors
13. Reviews and approved team timesheets, ensuring accuracy of time entries and following up w/team members as applicable
14. Sets the weekly shift schedule for the team, ensuring all client commitments are met while meeting or exceeding internal billability/utilization targets for the team
    

Key Qualifications

The ideal candidate will have a strong technical support background, excellent organizational, task management, and communication skills, and the energy, and intrinsic curiosity & motivation, to do what’s necessary to get the job done.

This candidate will be charged with overseeing and leading OunceIT projects and staff that directly impact the success of their assigned client(s).

• 5 years hands-on work experience in Technical Support ideally in a consulting or MSP environment, with 3 years experience in a direct team leadership role. Prior experience as a school Tech Director, or similar role, a definite plus!
• Experienced with typical day-to-day technical support issues (device issues, wifi/network problems, user management, etc.) while also having solid understanding of network infrastructure and concepts
• Strong customer service skills, with both in-person and remote situations
• Demonstrable project/process management background and experience in a technical environment
• Strong time-management, organization, leadership and administrative skills (including documentation or technical writing), and ability to manage competing priorities
• Experience managing and developing small to medium-sized teams and building a collaborative team-based leadership model with both clients and staff
• Ability to balance working autonomously while also working as a member of a larger team