Mission Control Lead
Rocket Science Consulting - San Francisco, CA

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About Rocket Science

Rocket Science is a design + technology firm headquartered in San Francisco, with offices in Los Angeles, New York, and Portland. We provide a unique combination of both creative, development and IT services for clients big and small. On the creative & development side, we’re passionate about interactive, mobile, and user experience design. We also love branding, identity, print, and video. Got a crazy idea for an integrated creative project? Yeah, we can do that, and we’ll make it look great. The same philosophy applies on our technology side: We handle every aspect of IT and technology infrastructure, with a proven approach that includes tech support, engineering, IT management, and IT operations.

About Rocket Science Employees

You can talk about music, the arts, politics, and food. Either you’re a creative who can identify fonts at first glance and you know why Paul Rand was important, or you’re a technology expert who can fix an XSAN and Exchange server at the same time. Or perhaps you’re both.

To be a RSC employee, you have to be someone who likes meeting and getting to know everyone around you. You have to actually LIKE walking into a room filled with people you don’t know and be genuinely interested in what they have to offer YOU, not just what you can offer THEM.

Job Description: Mission Control Lead
Job Title: Mission Control Lead
Department: Client Operations
Reports To: Flight Manager; Flight Leaders
Philosophical Umbrella: Service

The Mission Control Lead (MCL) must rock™. The MCL must think and act like a leader across the service delivery spectrum. The MCL needs to be personable, be able to build relationships with everyone from the mailroom to the boardroom – and enjoy doing it. Responsible for day-to-day technical leadership in service delivery and handling escalations for all Rocket Science clients, the position encompasses fielding tickets; managing client access; providing service desk metrics; performing root cause analysis where appropriate; escalating client management issues; and regularly sharing ideas for client IT improvement with the assigned client team. Ultimately, the MCL is responsible for the SERVICE piece of the pie – basically coordinating the tactical day-to-day service desk operations.

Additionally, the MCL provides strategic input for the Fight Manager to constantly improve service to Rocket Science clients. The MCL provides input and ‘wide band’ thinking in regards to Rocket Tools; Ticketing systems; remote access tools; documentation.

Essential Gist:

The MCL is responsible for ensuring efficient operation of the helpdesk personnel and systems, and facilitating its interaction with the organization as a whole, in a manner which continuously improves service delivery, client relationship, technical expertise, and fuels positive growth.

  • Day-to-day technical/practical – Foster efficient and effective service delivery, maintain central ownership of incident management, act as a point of escalation, ensure SD team has the necessary tools, resources, and training, engage high-level issues and projects and see them to completion
  • Customer service/relationship – Ensure customer satisfaction and facilitate channels for client management issues, continuously develop and perfect client communications both verbal and non-verbal, ensure that customers have the information they need to leverage the SD as effectively as possible
  • Professional – Provide a comfortable and nourishing environment for SD and ensure effective and positive integration with the organization as a whole, facilitate training opportunities as needed/requested, organize and/or lead SD internal meetings
  • Organizational - Business process development, both protocol and systems based, including incident management systems development and process automation
  • Continuing development – Stay in tune with new products/services/concepts and trends, especially where they apply to the systems we support, track knowledge as it is gained both from incidents and projects and keep documentation updated, continually work to improve service delivery in any and every capacity
  • Secondary Bits:

    The infamous “Other Duties as Assigned”.

  • Provide both tactical and strategic input for Rocket tools and services, including, but not limited to Ticketing, Documentation, & MSP.
  • Assist the Mission Control Coordinator with staffing and dispatch support in concert with Flight Leadership and Management team.
  • Attend interviews of prospective engineers as needed and perform technical qualification checks as needed.
  • Be a positive voice when the chips are down and dark clouds hovering.
  • Education: College Degree recommended, Liberal Arts degree preferred.

    High level of technical skills and understanding needed. Strong ability to troubleshoot. Ability to effectively and professionally communicate in written format. Conversant in non-technical, non-IT related subject matter with a wide variety of people. Strong customer service skills.
    • Excellent multi-tasker with a proven track record of successful time management
    • Ability to manage expectations of CEOs, Secretaries and everyone in between.
    • Microsoft & Apple certifications are a plus
    • 5 to 7 years hands-on experience in server administration, troubleshooting and deployment; managing multiple Windows and Mac servers in diverse environments
    • Doesn't hate showering
    • Hands-on experience working with technologies from Microsoft, Cisco, Juniper, VMware, Sonicwall and other vendors
    • Project planning, network design, setup and configuration of networks and servers, testing, and rollout required
    • Experience maintaining and troubleshooting Microsoft Active Directory, Open Directory and face jokes
    • Understanding of IP networks and IP addressing
    • Knowledge of SMTP, DNS (and DDNS), DHCP, VLANs and routing
    • Knowledge of VoIP a plus
    • Ability to manage the technical aspects of a project from pre-sales to completion
    • Good, positive attitude a must.
    • Skill with a nunchuck beneficial.

    Salary to be determined dependent on experience
    • Employee Ownership and REAL input into the direction of the firm
    • Benefits include health, dental, vision and alternative health care insurance (100% employer-covered, 50% coverage for dependents) commencing after 90 days of continuous employment at Rocket Science
    • Unlimited PTO
    • Internal & Supplemented Training
    • 401K plan
    • Beer Fridays