Service Delivery Team Lead Evening Shift

3 weeks ago


Dubai, Dubai, United Arab Emirates DP World dubai Full time
Job Title: Service Delivery Team Lead Evening Shift

We are seeking a highly skilled and experienced Service Delivery Team Lead to join our team in the Evening Shift. As a key member of our service delivery team, you will be responsible for ensuring that our customers receive exceptional service and support.

Key Responsibilities:
  • Supervise a team of service desk professionals across multiple time zones to ensure that all calls are being answered in an expedient manner, maintaining an average speed of answer of 20 seconds and an abandon rate of less than 5%.
  • Ensure that all inbound requests are responded to and dealt with as per Jolera standards and processes, and specific customer requirements.
  • Manage Service Level Agreements (SLAs) to ensure that responsiveness and resolution of tickets are met.
  • Actively participate in escalation management, including after-hours and on weekends, which includes on-call/off-shift paging.
  • Escalate and triage tickets to appropriate Jolera field engineers, Enterprise Architects, or Customer internal resources based on established processes.
Requirements:
  • University or college degree or equivalent experience.
  • CompTIA A+ and CompTIA Network+ certifications.
  • 5 years of previous supervision experience working in a technology/systems department directly supporting customers.
  • Demonstrated working knowledge of networking technologies and business applications.
  • Certification and/or equivalent demonstrated experience with MS solutions stack.
What We Offer:
  • Competitive compensation package.
  • Competitive benefits package.
  • Company Perks, Good Life gym, and various brand discounts.


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