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Service Delivery Team Lead Evening shift
2 weeks ago
Who We Are
Jolera provides MSPs and IT solution providers with cutting-edge managed services to help them deliver top-notch experiences for their customers. With over two decades of global business experience, Jolera offers award-winning solutions that have benefited numerous MSPs and solution providers worldwide. Our team of seasoned experts ensures a superior managed service experience tailored to each partner's unique business requirements.
Who You Are
The Service Delivery Team Lead plays a crucial role at Jolera by overseeing the front end operations to deliver exceptional resolutions for customers and their employees. This position requires strong communication skills, the ability to prioritize tasks, and multitask effectively to provide consistent support and customer service.
The core competencies of the Service Delivery Team Lead role include:
- Customer-centric mindset
- Leading by example
- Excellent interpersonal skills
- Attention to detail
- Effective influencer
- Team player
- Relationship building expertise
- Clear and concise communication
- Solution-driven approach
- Strong organizational and time management skills
- Ability to thrive under pressure
- Focus on continuous improvement
What You'll Do:
The responsibilities of the Service Delivery Team Lead role include:
- Ensure prompt handling of all calls with an average speed of answer of 20 seconds and an abandon rate below 5%
- Supervise a team of service desk professionals across different time zones
- Respond to all inbound requests based on Jolera's standards and specific customer needs
- Meet SLAs for responsiveness and ticket resolution
- Escalate issues to appropriate resources as per established processes
- Facilitate knowledge transfer among team members for effective troubleshooting
- Monitor customer systems and services proactively
- Coordinate resources to provide 24x7 coverage on the service desk
- Update customer portals with relevant logs and feedback
- Offer technical leadership and guidance to staff
- Ensure team members receive regular feedback and performance evaluations
- Adhere to all quality standards set by the leadership team
- Plan schedules in advance and ensure regulatory compliance
- University or college degree or equivalent experience
- CompTIA A+ and Network+ certifications
- 5 years of supervisory experience in customer support within a technology department
- Familiarity with networking technologies and business applications
- Experience with MS solutions stack
General competencies include:
- Strong communication skills
- End-user training proficiency
- Ability to build and lead teams
- Communication of technical concepts to non-technical audiences
- Demonstrated leadership capabilities
What We Offer:
- Competitive compensation and benefits packages
- Company perks including access to Good Life gym and various brand discounts
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