Service Delivery Team Lead - REMOTE - 4722

IT Service Delivery Team Lead

Desired candidate is an IT technical professional who has the right mix of technical experience and strong leadership qualities required to drive a team’s successfully delivering an outstanding Service Delivery customer experience while also ensuring an excellent employee experience.

Job Description:

The Service Delivery Team Lead co-leads a Service Delivery Team with one of our Service Delivery Managers (SDM). While the SDM is primarily responsible for the client relationship, the Team lead is primarily responsible for the effective day-to-day operations of the team, and ensuring an optimal, growth-oriented work experience for our employees.

Given the technical nature of our services, we expect the Team Lead to have moved into a position of leadership after demonstrating the ability to provide superior support to the end-user experience, with strong technical knowledge in areas including: user end support (desktops, laptops, printers and software), application support, management of help-desk type systems like ticketing systems and imaging software, networking, network printing, audio/video and telephony (VoIP), Active Directory, Windows Server Operating Systems, and VMWare. This individual will also serve as high-level support for escalated complex issues.

As a Team Lead your role falls primarily into three areas: Daily/weekly operations, team leadership, and individual mentorship.

Manage Daily/ Weekly operations by:

• Ensuring workload is balanced and manageable for team and that priorities are clear
• Ensuring work is prioritized and being completed in the correct order so that SLAs are met
• Identifying when work is falling behind, generating plans to address, and communicating appropriately with the department and clients to re-prioritize as needed; addressing delays before they become customer escalations
• Ensuring rapid communications regarding customer impacting issues and events or when expectations need to be reset
• Identifying opportunities for continuous improvement and efficiency gains of daily operations
• Identifying and asking for additional resources when needed

Provide coaching of individual agents:

• In a continuous and timely fashion
• On good communication skills with both customers and co-workers
• On how to perform various team roles successfully
• To ensure team has the necessary skills to be successful
• To ensure team is appropriately challenged
• On what, how and where to expand knowledge related to job success
• On how to learn from mistakes and reflect on performance to identify opportunities for improvement
• On how to grow their career at Effortless

Lead a team toward productive synergy by:

• Ensuring team members understand their role and responsibilities
• Promoting healthy collaboration and engagement by ensuring clear structures and guidelines
• Encouraging a non-toxic work environment by identifying issues, quickly facilitating conflict resolution while reinforcing company values and culture
• Monitoring team member energy / stress levels and commitments to ensure a good work/life balance
• Listening to your team to know what is going on, both spoken and unspoken, to ensure team members feel heard
• Identifying achievements to enable public recognition; ensuring excellence is identified and celebrated
• Making sure Tier 3 Engineers (equivalent to senior system admins) are executing at their full potential by working on appropriate skill level tasks, delegating work that is not, and reducing unqualified escalations that would distract their attention from their most valuable work
• Encouraging individual responsibilities so that individuals are empowered, don’t feel micro-managed, and participate in weekly team meetings and daily team huddles

Education and Experience:

1. College degree preferred

2. 5+ Years of IT, Help Desk and/or MSP experience

3. Leadership experience managing a team of individuals

4. Competency Certifications preferred (CompTIA, Microsoft, VMWare, etc.)

Required Qualifications:

• A passion for IT
• Experience leading a team to accomplish goals
• Excellent inter-personal skills; as good with people as you are with computers.
• Require limited supervision and direction; drive results, and set priorities appropriately and independently
• Excellent communication, presentation, writing and editorial abilities
• Excellent organizational and time management skills
• Experience providing high quality customer desktop support for desktop applications and devices such as printers. This includes fast response rates and accurate and thorough resolutions to desktop issues.
• Experience working with help desk ticketing systems (responding, assigning, closing and following up on help desk request tickets).
• Data administration, retention and recovery experience and knowledge of the different methods and techniques of data retention.
• Experience with basic networking including wireless, wired, security and basic design.
• Experience with producing support documentation for supported products.
• Experience with corporate applications including Microsoft Office and Adobe applications
• Experience with Active Directory account administration
• Experience with Microsoft Outlook and corporate email systems (interfacing at a high level like accounts and connection to the server).
• A high level of communication skill including written and verbal skills. Verbal skills include the ability to communicate technical I.T. issues to non-I.T. technical staff.
• Security oriented.
• Apply attained experiences and knowledge in solving problems that are intermediate or complex in scope, requiring in-depth evaluation as well as the ability to identify problems in advance and propose solutions

Desired Qualifications:

• Experience with enterprise class level networking.
• Scripting – basic logon scripts, etc.
• Excellent customer support experience; understanding and creative personality.
• Higher education or small/mid-sized business IT production experience.
• Experience with desktop imaging
• Experience in USB and Wireless printer analysis to include setup, redirection and resolution issues.
• Experience with VMware
• N+ and/or MCSE Certifications
• Some leadership or management training
• Understanding of ITIL best practices
• Project management experience (although big projects are run by our project manager in coordination with a Tier 3 engineer on your team, you will be responsible for overseeing numerous smaller projects.)
• A systems thinking approach where you don’t just understand what is happening, but why it’s happening so you can evaluate if there is a better way

Teamwork:

A Team Lead demonstrates the ability to work harmoniously with others to accomplish tasks, promotes a positive work environment, and demonstrates respect for others. This position is required to communicate effectively with others and provide constructive suggestions to improve team performance.

Leadership:

Acts in a self-directed manner; takes action before being directed by others or forced by events. Seizes opportunities and is proactive in avoiding potential problems.