Client Delivery Lead - NA

Synoptek; Atlanta (GA); On-site; USD 90,000 - 150,000; Full time

Job summary

Synoptek in Atlanta, GA is seeking a Delivery Lead to mentor support engineers, manage escalations, and drive delivery excellence across client operations.

Responsibilities include monitoring queues and SLAs, conducting performance reviews, supporting client onboarding, and enforcing governance.

This exempt role requires a Bachelor’s degree and 5–10 years in managed IT services. Strong leadership and communication skills are essential.

Qualifications

• Bachelor’s Degree in a related field; equivalent years of experience may be considered.
• 5–10 years in IT services or managed delivery environments.
• Proven ability to mentor teams and handle escalations.
• Experience with SLA monitoring and client onboarding.

Responsibilities

• Monitor operational queues and SLA compliance.
• Mentor support engineers and manage escalations.
• Conduct performance reviews and audits.
• Support client onboarding and governance.
• Manage employee engagement and process adherence.

Skills

Client Delivery

Team Leadership

Technical Support

Escalation Management

SLA Monitoring

Mentorship

Education

Bachelor’s Degree

Job description

Job Description

At Synoptek, we think globally and act locally. As the world's first Managed Experience Provider (MxP™), Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client base to grow and transform their businesses. We are excited to have experienced continuous growth and, in keeping with that momentum, we are seeking to add talent to our team. When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, drives growth, and delivers clarity. This is an exciting opportunity for you to be a part of this journey!!

Responsible for mentoring support engineers, managing operational escalations, and supporting delivery excellence across client delivery operations.

Mandatory Skills

• Client Delivery
• Team Leadership
• Technical Support
• Escalation Management
• SLA Monitoring
• Mentorship

Role

Monitor operational queues and SLA compliance; Mentor support engineers and manage escalations; Conduct performance reviews and operational audits; Support client onboarding and documentation governance; Manage employee engagement and process adherence

Flsa

Exempt

EEO Statement

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.

Location

Atlanta, Georgia, United States (USA)

Education Qualification

Bachelor’s Degree in a related field from an accredited college or university. In lieu of a Bachelor’s degree, equivalent years of experience may be considered. The ratio is 1:1, meaning one year of college equals one year of work experience, and vice versa.

Desirable Skills

• Managed IT Services

Experience

5 to 10 Years