The SkyTide Way
At SkyTide, flexibility, collaboration, and curiosity fuel everything we do. Our team of pros delivers top-tier service—and has fun doing it.
We’re growing! See our open roles below or reach out to join the team.
Job Title: Account Manager
Department: Client Success
Reports to: Director of Client Success
Targeted Annual Earnings: $60,000 to $90,000
The Account Manager is the go-to resource responsible for getting clients to who they need on our team to get what they need accomplished. The Account Manager creates proposals for existing clients as their business needs evolve, and manages clients to the budgeted IT projects on their roadmap set forth by the Strategic Advisor (vCIO) for the account.
An ideal candidate creates and maintains the best quality documentation every time they perform their work and absorbs and owns tasks and assignments from the Strategic Advisor (vCIO) and the Service Team Lead for their assigned accounts.
All candidates shall continually demonstrate dependable work ethics, proactive communication, a strong sense of teamwork, and high-quality written communications and documentation and notes. Key metrics for this position include client retention, CRM activity points, technology stack adherence across assigned clients, and achieving or exceeding any assigned quotas.
• Qualify new sales opportunities for current clients.
• Act as a “go to” resource that clients will reach out to first when they have questions outside the scope of a reactive support service ticket.
• Direct clients to the proper channel for the assistance they need and facilitate communication during client onboarding and offboarding tasks.
• Receive requests for service and product details from clients and provide timely responses.
• Effectively communicate features and benefits of solutions and manage client expectations throughout the lifecycle of the account.
• Maintain in-depth knowledge of the product and service offerings of the company and how they can relate to client needs.
• Cross-selling and up-selling services and solutions to existing accounts in an effort to keep all clients at the latest version of our technology stack and associated offerings.
• Work with internet and telecom providers to obtain quotes and place orders with these 3rd party vendors.
• Schedule meetings and appointments for the Client Success team.
• Provide marketing assistance and support the sales team in all marketing efforts by helping develop materials and messaging under the direction of marketing leadership.
• Support marketing activities by attending trade shows, conferences, and other related events.
• Respond to client requests made via service tickets, escalating tickets to the appropriate department.
• Follow all processes for managing your sales pipeline including regularly updating opportunity and activity level details in pursuit of closing deals.
• Assist the Service Team Lead and Strategic Advisor (vCIO) at their direction when requested.
• Understand processes in our various tools by completing assigned training materials.
• Fast and accurate turnaround of all requests.
• Update client documentation as needed.
• Enter all client activity as tickets and activities in PSA.
• Escalate issues to the client’s Strategic Advisor (vCIO) or Service Team Lead as appropriate.
• Document internal processes and procedures related to duties and responsibilities.
• Have a security-focused mindset in all work to help secure all business data.
• Attend staff meetings as required.
• Earn all assigned certifications and continually develop yourself.
• Continually improve client service, perception, and satisfaction.
• Review relevant publications and online materials to remain up to date with current and future trends emerging in the industry.
• Proficient understanding of the items covered throughout the Core Functions section.
• Strong sales, negotiation, deal closing, and client relationship skills.
• Maintain specific knowledge of clients and how IT relates to their business needs.
• Understand our support tools, techniques, and how technology is used to provide services.
• Understand our organization’s key offerings for which support is being provided.
• Proficient with general office applications.
• Skill in preparing written communications and materials, strong presentation skills.
• Interpersonal skills such as verbal communication skills, active listening, and client care.
• Ability to work in a team and communicate effectively.
• Typing skills to ensure quick and accurate entry.
• Self-motivated with the ability to work in a fast-moving environment.
Educational/Vocational/Previous Experience Recommendations:
• 3 years of sales and account management experience
• 3 years of experience working for a managed IT services provider is preferred.
Job Title: Service Coordinator
Department: Infrastructure Managed Services
Reports To: Director of Managed Services
Targeted Annual Earnings: $50,000 to $65,000
The Service Coordinator is responsible for attaining maximum utilization of resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be assigned to the appropriate resource to achieve the fastest resolution possible.
Ideal candidates maintain a winning team culture and effectively schedule their respective teams of Support Engineer I and II in an effective and profitable manner with client service being the center of focus. They maintain a focus of client success and have one foot in the client’s office and one foot in ours.
All candidates shall continually demonstrate dependable work ethics, proactive communication, a strong sense of teamwork, and high-quality written communications and documentation. Key metrics for this position include
SLA attainment, preventing phone calls from going to voicemail, and service gross margin.
• Act as the single point of contact to the client for all types of service requests.
• Coordination of all service personnel to ensure maximum utilization of billable resources.
• Process service requests as they arrive through email, manual entry, or direct customer input.
• Answer the telephone and direct clients to the appropriate channels for their request.
• Schedule resources in the PSA tool dispatch portal.
• Monitor resource schedules to ensure prompt time entry on service requests and notify clients when
changes need to occur.
• Ensure that services are delivered successfully by identifying, communicating, and mitigating all risks.
• Design and maintain operational process documentation for the service coordinator team members.
• Manage the process of implementing change efficiently and effectively.
• Review and close service tickets as designated by the Service Team Lead.
• Escalate departmental issues to supervisor as required.
• Understand processes in our various tools by completing assigned training materials.
• Fast and accurate turnaround of all requests with all work notes, time, and expenses logged in the PSA in
real time as they occur.
• Update client documentation as needed during service ticket time entry.
• Enter all hours worked against service tickets and charge codes in PSA.
• Escalate service issues that cannot be completed within agreed service levels.
• Document internal processes and procedures related to duties and responsibilities.
• Have a security-focused mindset in all work to help secure all business data.
• Attend staff meetings as required.
• Earn all assigned certifications and continually develop yourself.
• Continually improve client service, perception, and satisfaction.
• Review relevant publications and online materials to remain up to date with current and future trends
emerging in the industry.
• Proficient understanding of the items covered throughout the Core Functions section.
• Knowledge of industry applications, processes, software, and equipment.
• Skill in scheduling people and getting results with a strong client orientation.
• Understand our support tools, techniques, and how technology is used to provide services.
• Understand our organization’s key offerings for which support is being provided.
• Proficient with general office applications.
• Skill in preparing written communications and materials.
• Interpersonal skills such as verbal communication skills, active listening, and client care.
• Ability to work in a team and communicate effectively.
• Typing skills to ensure quick and accurate entry.
• Self-motivated with the ability to work in a fast-moving environment.
• 1 year of IT experience.
• 1 year of experience working for a managed IT services provider is preferred
Job Title: Service Team Lead
Department: Infrastructure Managed Services
Reports To: Director of Managed Services
Targeted Annual Earnings: $75,000 to $95,000
The Service Team Lead is responsible for the daily activities and outcomes of the team of tier I and II engineers they manage. As a leader of a service team, this role is responsible for the day-to-day happenings in the assigned clients and employees they manage, the client Net Promoter Score (NPS), and the Client Satisfaction (CSAT) score of the clients they are responsible for.
Ideal candidates maintain a winning team culture and effectively lead their team of Support Engineer I and II in
an effective and profitable manner with client service being the center of focus.
They enforce the standards and quality of their team’s documentation, ensuring documentation is a key step in performing their work. When managing escalations from their direct reports, they seek to develop them by helping them progress to their next role.
All candidates shall continually demonstrate dependable work ethics, proactive communication, a strong sense of teamwork, and high-quality written communications and documentation.
• Manage multiple Support Engineer Tier I and II in a way that helps them to be successful in their roles as
support services team members.
• Collaborate with the Service Coordinator team members and the triage and dispatch process to ensure
full utilization of all resources.
• Establish a strong report with clients and work with them to resolve challenging issues with the delivery
of services.
• Identify areas of opportunity for improvement for clients and employees alike.
• Improve usage of support resources and increase productivity of the team through adoption of
company-wide, scalable processes and procedures.
• Maintain awareness of all the highest priority outstanding and pre- and post- delivery issues.
• Perform client and service employee follow-up to determine satisfaction levels.
• Interface with the Director of Managed Services for client problems that cannot be resolved effectively within your team, and involve the Professional Services team members in all potential scoping and project delivery engagements.
• Provide accurate reports and metrics to company management and team members.
• Manage the development of the team by ensuring daily tasks and activities are in line with their current and future career interests.
• Manage the on-boarding of new clients and off-boarding of clients terminating agreements.
• Ensure that services are delivered successfully by identifying, communicating, and mitigating all risks.
• Design and maintain operational process documentation for your team.
• Review and approve time and expense entry for all direct reports.
• Identify areas for improvement, make constructive suggestions for change, and lead implementing them.
• Escalate departmental issues to supervisor as required.
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for all team level activities.
• Conduct performance evaluations and mentor direct reports.
• Develop training programs to develop and refine the skills of your team.
• Facilitate daily huddles of your team.
• Understand processes in our various tools by completing assigned training materials.
• Document internal processes and procedures related to duties and responsibilities.
• Have a security-focused mindset in all work to help secure all business data.
• Attend staff meetings as required.
• Earn all assigned certifications and continually develop yourself.
• Continually improve client service, perception, and satisfaction.
• Review relevant publications and online materials to remain up to date with current and future trends
emerging in the industry.
• Proficient understanding of the items covered throughout the Core Functions section.
• Knowledge of industry applications, processes, software, and equipment.
• Understand our support tools, techniques, and how technology is used to provide services.
• Understand our organization’s key offerings for which support is being provided.
• Proficient with general office applications.
• Skill in preparing written communications and materials.
• Interpersonal skills such as verbal communication skills, active listening, and client care.
• Ability to work in a team and communicate effectively.
• Typing skills to ensure quick and accurate entry.
• Self-motivated with the ability to work in a fast-moving environment.
• 3 years of IT experience, preferably in management roles.
• 5 years of experience working for a managed IT services provider is preferred.
Job Title: Support Engineer I
Department: Infrastructure Managed Services
Reports To: Service Team Lead
Targeted Annual Earnings: $45,000 to $60,000
The Support Engineer I position is responsible for addressing first-level support requests in a professional and timely manner. This encompasses support for typical small to medium business technologies, including workstations, servers, printers, networks, cloud environments, as well as any client-specific hardware and
software.
An ideal candidate creates and maintains the best quality documentation every time they perform their work and does their best to solve client issues on the first attempt. When escalating issues, their notes are complete and concise with actions taken, recommended next steps, and all details that are pertinent to dependable solutions that stop recurrent challenges.
All candidates shall continually demonstrate dependable work ethics, proactive communication, a strong sense
of teamwork, and high-quality written communications and documentation, notes, and time entry. Key metrics
for this position include service multiple of wages, service gross margin, time entry accuracy, and client
documentation quality scores.
• Perform basic troubleshooting and IT support for client line-of-business software and hardware, our
various offered technology solutions, and commonly found applications utilized by small-medium
business workers on their information technology systems.
• Perform basic troubleshooting and IT support for issues and management tasks involving Microsoft’s
core applications such as MS Office, Teams, OneDrive, SharePoint, other Microsoft 365 suite
applications, etc., as well as Microsoft’s desktop and server operating systems.
• Perform basic troubleshooting and IT support for server and cloud infrastructure technologies such as on
premises Active Directory, Entra ID (Azure AD), Exchange (M365), SQL Server, Intune, Group Policy, Azure
Hosting, Mobile Device and Application Management, Windows Defender, etc.
• Perform basic troubleshooting and IT support on various aspects of a small-medium business IT network:
WAN and LAN connectivity, VLANs, routers, firewalls, access points and wireless controllers, working
with ISPs and VoIP phone systems, and networking protocols such as DNS, DHCP, NTP, etc.
• Perform basic troubleshooting and IT support on remote access solutions such as Virtual Private
Networks, Remote Desktop Services, Azure VDI, and various similar remote access tools.
• Performing basic recovery steps for backup and disaster recovery solutions.
• Provide basic end user administration tasks, troubleshooting, and assistance.
• Communication with clients and colleagues as required: keeping them informed of incident progress,
notifying them of impending changes and agreed maintenance windows and outages.
• Perform onsite client office visits and participate in project deployments during and after business hours
on an as-needed basis.
• Participate year-round in the weekly on-call rotation to provide afterhours emergency support to clients.
• Understand processes in our various tools by completing assigned training materials.
• Fast and accurate turnaround of all requests with all work notes, time, and expenses logged in the PSA in
real time as they occur.
• Update client documentation as needed during service ticket time entry.
• Enter all hours worked against service tickets and charge codes in PSA.
• Work through a daily schedule in PSA tool that has been established through the dispatch process.
• Escalate service issues that cannot be completed within agreed service levels.
• Document internal processes and procedures related to duties and responsibilities.
• Have a security-focused mindset in all work to help secure all business data.
• Attend staff meetings as required.
• Earn all assigned certifications and continually develop yourself.
• Continually improve client service, perception, and satisfaction.
• Review relevant publications and online materials to remain up to date with current and future trends
emerging in the industry.
• Proficient understanding of the items covered throughout the Core Functions section.
• Diagnostic skills for technical issues.
• Maintain specific knowledge of clients and how IT relates to their business needs.
• Understand our support tools, techniques, and how technology is used to provide services.
• Understand our organization’s key offerings for which support is being provided.
• Proficient with general office applications.
• Skill in preparing written communications and materials.
• Interpersonal skills such as verbal communication skills, active listening, and client care.
• Ability to work in a team and communicate effectively.
• Typing skills to ensure quick and accurate entry.
• Self-motivated with the ability to work in a fast-moving environment.
• 1 year of IT help desk experience
• 1 year of experience working for a managed IT services provider is preferred.
Job Title: Support Engineer 2
Department: Infrastructure Managed Services
Reports To: Service Team Lead
Targeted Annual Earnings: $60,000 – 90,000
The Support Engineer II position is responsible for addressing second-level support requests in a professional and
timely manner. This encompasses support for typical small to medium business technologies, including workstations, servers, printers, networks, cloud environments, as well as any client-specific hardware and software.
An ideal candidate creates and maintains the best quality documentation every time they perform their work,
and when managing escalations from Support Engineer I, they seek to develop them by helping them progress to
the role of Support Engineer II.
All candidates shall continually demonstrate dependable work ethics, proactive communication, a strong sense of teamwork, and high-quality written communications and documentation, notes, and time entry. Key metrics
for this position include service multiple of wages, service gross margin, time entry accuracy, and client documentation quality scores.
• Drive root-cause problem investigation that turns escalations into opportunities for service
improvement, developing coworkers, and helping clients.
• Perform advanced troubleshooting and IT support for client line-of-business software and hardware, our
various offered technology solutions, and commonly found applications utilized by small-medium
business workers on their information technology systems.
• Perform advanced troubleshooting and IT support for issues and management tasks involving Microsoft’s
core applications such as MS Office, Teams, OneDrive, SharePoint, other Microsoft 365 suite
applications, etc., as well as Microsoft’s desktop and server operating systems.
• Perform advanced troubleshooting and IT support for server and cloud infrastructure technologies such
as on premises Active Directory, Entra ID (Azure AD), Exchange (M365), SQL Server, Intune, Group Policy,
Azure Hosting, Mobile Device and Application Management, Windows Defender, etc.
• Perform advanced troubleshooting and IT support on various aspects of a small-medium business IT
network: WAN and LAN connectivity, VLANs, routers, firewalls, access points and wireless controllers,
working with ISPs and VoIP phone systems, and networking protocols such as DNS, DHCP, NTP, etc.
• Perform advanced troubleshooting and IT support on remote access solutions such as Virtual Private
Networks, Remote Desktop Services, Azure VDI, and various similar remote access tools.
• Installing, configuring, troubleshooting, and maintaining backup and disaster recovery solutions.
• Provide advanced end user administration tasks, troubleshooting, and assistance.
• Communication with clients and colleagues as required: keeping them informed of incident progress,
notifying them of impending changes and agreed maintenance windows and outages.
• Perform onsite client office visits and participate in project deployments during and after business hours
on an as-needed basis.
• Participate year-round in the weekly on-call rotation to provide afterhours emergency support to clients.
• Understand processes in our various tools by completing assigned training materials.
• Fast and accurate turnaround of all requests with all work notes, time, and expenses logged in the PSA in
real time as they occur.
• Update client documentation as needed during service ticket time entry.
• Enter all hours worked against service tickets and charge codes in PSA.
• Work through a daily schedule in PSA tool that has been established through the dispatch process.
• Escalate service issues that cannot be completed within agreed service levels.
• Document internal processes and procedures related to duties and responsibilities.
• Have a security-focused mindset in all work to help secure all business data.
• Attend staff meetings as required.
• Earn all assigned certifications and continually develop yourself.
• Continually improve client service, perception, and satisfaction.
• Review relevant publications and online materials to remain up to date with current and future trends
emerging in the industry.
• Proficient understanding of the items covered throughout the Core Functions section.
• Strong diagnostic skills for advanced technical issues.
• Maintain specific knowledge of clients and how IT relates to their business needs.
• Understand our support tools, techniques, and how technology is used to provide services.
• Understand our organization’s key offerings for which support is being provided.
• Proficient with general office applications.
• Skill in preparing written communications and materials.
• Interpersonal skills such as verbal communication skills, active listening, and client care.
• Ability to work in a team and communicate effectively.
• Typing skills to ensure quick and accurate entry.
• Self-motivated with the ability to work in a fast-moving environment.
• 5 years of IT help desk experience
• 3 years of experience working for a managed IT services provider is preferred
for the latest technology trends.
