If you have an entrepreneurial spirit, coupled with a willingness to work hard to reach your goals, you may be a great fit as our next vCIO. By working with our small and medium business clients, you will be helping our customer-focused IT team provide world class service. Our services, reputation, and sustained company growth are all great reasons to join us. vCIOs maintain and develop company standards and best practices and work proactively toward aligning customers based on industry standards. vCIOs are also contributing members of the Technology Alignment Process (TAP) Team, assisting clients with their IT strategic roadmapping.

This position reports directly to the Sales Manager and indirectly to the Operations Director.

Duties & Responsibilities

• Understand StepUP Technology Alignment objectives, as well as the role and function of other technical team members.
  
• Act as the main point of contact both to the client within our organization and within our organization to the client.
• Attend all TAP (Technical Alignment Process) team meetings to collaborate and work on improving the customer TAP experience.
• Conduct and/or attend regular client tactical meetings with the TAMs (Technology Alignment Manager) as needed to keep clients updated on status.
• Attend bi-weekly TAP Team strategy meetings as a functioning member of the TAP team.
• Perform at least one unique client touch per client per month.
• Develop and maintain working knowledge of assigned customers’ environments and IT challenges.
• Keep client account information up-to-date including agreements, key contacts, and sales documents.
• Identify customer technical risk and collaborate with internal teams appropriately.
• Become a valued member of the Standards and Alignment Committee to continue to develop and refine our standards.
• Maintain training and proficiency in StepUP’s myITprocess/TruMethods processes and procedures
• Maintain a weekly vCIO playbook documenting your activities for the week.
• Develop business acumen with key contacts at client sites.
• Advise and train clients on how to use the Support Desk team outside of the proactive TAP process.
• Maintain high positive client and user satisfaction and relationships and client feedback ratings.
• Keep up to date with relevant IT developments and telecommunication systems, hardware, and software applications within the industry.
• Implement, participate, and promote Quality Assurance (QA) objectives, processes, and procedures of the Company.
• Aid in the training, mentoring and development of other vCIO staff, as assigned.
• Manage and/or generate any escalated service issues and ensure their resolution.
• Perform other appropriate duties and responsibilities as assigned by the Sales Manager or TAP team Leader.
• Adopt continuous learning and improvement processes in all aspects of the position.

Skills & Requirements

• Strong written and verbal communication
• Strong interpersonal skills
• Excellent organizational, project management, coordination, and prioritization skills
• Strong problem-solving and self-guided learning skills
• Show initiative when undertaking tasks and good self-task management
• Committed to undertaking duties efficiently, with a strong attention to detail
• Able to work well both within the TAP team environment and independently
• High degree of confidentiality
• High degree of punctuality
• Ability to take, interpret, and follow instructions
• Customer service orientated
• Ability to work with staff at all levels within the company and work in accordance with company policies and procedures
• A reliable personal vehicle, valid driver’s license, car insurance and a satisfactory driving record
• Success in previous account manager for business to business relationships

Key Performance Indicators (KPI)

• Client profitability based on gross and net margins across clients’ monthly agreements
• Number of completed Technology Alignment myITprocess reviews completed
• Number of completed client Strategic Business Reviews (SBR) according to the scheduled frequency
• Number of unique client touches per week
• Number of vCIO TAP hours performed
• % of weekly TODO assignments successfully completed on time as assigned by TAP team
• % and quality of assigned quarterly “ROCKS” (ROCKS are defined as shared quarterly team goals)
• Retention % for assigned clients
• Additional non-recurring revenue % above the Monthly Recurring Revenue (MRR)
• Client and staff satisfaction ratings, measured by client ratings and any direct client complaints
• Satisfactory achievement of ongoing targets, goals, and objectives as set by the Sales Manager or TAP team leader

Pay & Benefits

• Annual salary upon hire: $60,000-70,000 DOE
• Paid time off
• Recurring performance and salary reviews
• Healthcare Reimbursement
• 401k match
• Telemedicine plan
• Mileage and expense reimbursement
• Company sponsored Employee Engagement program

This is a full-time, salaried position, based at our headquarters in Eugene, OR. Relocation assistance may be available for highly qualified candidates.

Service Coordinator

StepUP IT Services is a growing IT managed services provider, serving small and medium businesses in and around Lane County, Oregon. Along with managed services, we provide vCIO and professional services. We place a lot of value in the quality of our organizational culture. We are not your typical MSP that focuses solely on the technical capabilities of its engineering staff; we also encourage and aim to inspire team values, comradery, and exceptional customer service. As a part of our team, you will be empowered to make a difference in the lives of real people. We focus on building internal growth opportunities as we continue to rapidly expand. Those opportunities will become more and more available for qualified candidates that join our team. Finally, we hope you have a sense of humor, because we like to have fun and enjoy a balanced work atmosphere that is relaxed, but at the same time gets the job done!

Our ideal candidate will be motivated and excited to contribute, with an understanding that as our company reaches goals, we will share rewards with our team. It is extremely important to us that we bring on new team members that add to and foster a fun and creative work environment, no matter how detailed and specific the job description is. Technical skills and experience need to be at a certain level, but we’re also making our hiring decision based on fit—fit with the rest of the team, fit for our clients, and fit for future growth.

RESPONSIBILITIES

• Work in tandem with other Support Coordinator
• Coordinate with all internal departments, client users, and vendors to deliver on-time service and exceed client expectations
• Maintain high internal resource utilization through careful scheduling and progress monitoring
• Answer phone calls and respond to emails
• Create service tickets and assist with project templates
• Maintain manageable ticket queue levels
• Manage SLA events
• Manage and plan out resources across the service and project pipeline
• Identify, define, document, and train build business processes related to service delivery
• Manage some aspects of CRM database, including contacts and client assets
• Measure service desk performance on a daily, weekly, monthly, and quarterly basis using a comprehensive set of metrics

REQUIREMENTS

3+ years relevant working and leadership experience
Excellent customer service, communication, written, and organizational skills
Ambition to succeed as a team player
Motivated to meet company defined goals
Must be able to lift 50 lbs.
Must have a valid driver’s license and reliable vehicle for local travel

SCHEDULE AND HIRING PROCESS

This is a full-time, Monday through Friday position, based at our headquarters in Eugene, OR.

We encourage all interested in applying for this position to carefully read the sections below, prior to submitting a resume for consideration. Qualified candidates will be contacted within three (3) business days of resume submission, with preference given to those including verifiable references with their initial submission. The interview process is generally broken into three (3) parts:

1. Phone call pre-screening
2. Phone call interview with one or more of our executive team members
3. Phone call or In-person interview with one or more of our executive team members

HOW TO APPLY

Submit your resume. We want to learn about you! For highest consideration, please include a cover letter and verifiable references. Your cover letter should provide some insight into your career goals, personal interests, and reasons for applying for this position. If you have been referred to us by a friend or colleague, please make sure to include a shout out!

COMPENSATION AND BENEFITS

• $40,000-50,000 per year, depending on experience
• Paid time off and holidays
• Recurring performance and salary reviews
• Healthcare reimbursement
• 401k w/Company match
• Company sponsored Employee Engagement program

StepUP IT Senior Network Engineers are responsible for the analysis, design, implementation, and troubleshooting of a variety of network projects and support.  They work as a part of and alongside our Support, Professional Services, and Technology Alignment teams to help evaluate, build, and our clients’ infrastructure. This position holds a high-level autonomy, fitting for someone with a strong work ethic and commitment to getting things done the right way. We offer three roles within our Senior Network Engineering positions: (1) Support Engineer, (2) Technology Alignment Manager (TAM), and (3) Professional Services Engineer. 

Our Senior Support Engineers provide a backup to the frontline, delivering service with a smile to our clients and their users. This role is tasked with responding to Live and Scheduled support events, many of which will come from escalated incidents.  

Our Technology Alignment Managers are the center of our Proven Process and service-delivery promise. TAMs work closely with our vCIOs and clients to provide measurable progress toward technology alignment, and once obtained, maintained. This role is tasked with keeping with technology in check, always working for the client in the most efficient way possible, and in support of their organizational goals. TAMs see the whole picture and they keep the noise at a minimum. Think of the TAM as the command post. 

Our Professional Services Engineers work primarily in projects, or work otherwise not covered under the terms of a Managed Services Agreement. This role also works closely with TAMs toward technology alignment. Typical projects for our engineers include implementations, migrations, upgrades, and troubleshooting of Active Directory, Windows Server, Microsoft Exchange, VMware vSphere, Switching, Routing, Firewalls, and cloud services including Azure and Office 365.   

This is a full-time position, based at our headquarters in Eugene, OR. Relocation assistance may be available for highly qualified candidates. This position has the potential to be full-time work-from-home, depending on skills and experience.

StepUP IT Network Engineers perform IT network implementations, upgrades, troubleshooting, maintenance, and support for our growing client base, which we strive to build our trusted advisor status.  Our projects employ the latest technologies to provide our clients with the most reliable, business-grade solutions on the market. This is an excellent opportunity for a motivated IT professional looking for high-level mentorship and career growth.  We offer two roles within Network Engineering positions: (1) Support Engineer and (2) Professional Services Engineer.  

Our Support Engineers operate the frontline, delivering service with a smile to our clients and their users. This role is tasked with responding to Live and Scheduled support events. 

Our Professional Services Engineers work primarily in projects, or work otherwise not covered under the terms of a Managed Services Agreement. This role also works closely with Technology Alignment Managers toward technology alignment. 

This is a full-time position, based at our headquarters in Eugene, OR. Relocation assistance may be available for highly qualified candidates.  This position has the potential to be full-time work-from-home, depending on skills and experience.