Team Lead, Service Delivery

Summary

Join Resultant as a Team Lead and manage the daily operations of the Service Desk, overseeing individual contributors and ensuring continuous team development. You will provide amazing support to clients, exceeding expectations, and work collaboratively with the Department Manager and peers to meet those expectations. This role involves ensuring tickets are supported through their lifecycle, adhering to Resultant standards and ITIL best practices. You will also be responsible for recruiting and managing a team, cultivating a positive work environment, and providing leadership and guidance. The position requires managing team performance, conducting performance reviews, and handling administrative tasks for 5-8 direct reports. This role is crucial for establishing and maintaining strong relationships with Project Management and Project Delivery teams.

Requirements

• At least 5-8 years of experience as a Technical Support Specialist or similar role
• Excellent communication and customer service skills, both written and oral
• Ability to explain technical challenges and solutions to just about anyone, regardless of their background
• Willing to participate in an on-call rotation and provide after-hours support as necessary
• Must be legally authorized to work in the United States for any employer without sponsorship
• Servers: Active Directory, File Permissions, Domain, Backups, Antivirus
• Network: Firewalls, Switches, Wireless, Voice, DHCP, TCP/IP, DNS, VPN
• Computers: Computer Replacement, Printer Installs, Antivirus
• User Support: User Profile Migrations, Outlook Setup, Mobile Device Setup (email)
• Applications and Products: Office 365, SharePoint, ITSM Ticketing

Responsibilities

• Provide amazing support to our clients, greatly exceeding their experience of what anyone else has ever done for them
• Work with Department Manager and peers to continuously meet these expectations; drive ticket resolution; perform deep dives into identified service issues
• Ensure tickets are supported through their service lifecycle, while adhering to Resultant standards and ITIL best practices, including taking part in process creation and adherence to those processes
• Provide input into existing framework for managing and improving customer IT support in the organization
• Review survey feedback to improve services, tools, and support experience
• Present, monitor, and manage key performance metrics such as NPS, SLA, call performance, and Resultant standards per client assigned
• Responsible for understanding, communicating, and ensuring operational policies and standards are adhered to
• Holds decision making responsibility within the discipline and appropriately escalates any issues which cannot be resolved
• It is critical that this role establishes and maintains strong business and technical relationships with the Project Management and Project Delivery teams and acts as a critical liaison for the successful deployment of technology solutions for clients’ IT organization
• Recruit and manage fearless and curious problem solvers
• Cultivate a positive environment for the team to learn from mistakes and grow
• Work collaboratively with teams of smart, thoughtful people to best meet the needs of our clients
• Provide leadership by following through with department and individual goals
• Responsible for team performance assessments and improvement plans
• Responsible for coaching, counseling, and assisting employees to develop individual career development and training plans
• Accountable for administrative management of 5-8 direct IT professionals, including HR administration, salary administration, time and expense reporting, etc
• Track KPIs and metrics to measure employees
• Conduct performance reviews and provide feedback as needed
• Ensure Resultant processes (solution delivery, operations, work requests, QA, etc.) and standards are established, effectively managed, and executed

Preferred Qualifications

Previous Service Desk management experience at a Managed Service Provider is preferred

Benefits

• Unlimited vacation
• Significant 401k contributions
• Several opportunities to develop yourself