Overview
On Site
USD 62.00 - 62.00 per hour
Contract - W2
Skills
Incident Management
Customer Experience
FOCUS
Continuous Improvement
Collaboration
Customer Satisfaction
Customer Facing
IT Service Management
Computer Networking
Customer Service
Customer Relationship Management (CRM)
Service Delivery
Leadership
Communication
Clarity
Organized
Management
Information Systems
Computer Science
ITIL
Change Management
Network Operations
NOC
Service Operations
Event Management
ServiceNow
Splunk
Finance
Health Care
SaaS
Life Insurance
Screening
Writing
Career Counseling
Recruiting
Law
Testing
Job Details
Service Availability Lead - Contract or CTP - Orlando, FL - $62.00 -$62.00/hr.
The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate's/applicant's qualifications, skills, and level of experience as well as the geographical location of the position.
Applicants must be legally authorized to work in the United States. Sponsorship not available.
Our client is seeking a Service Availability Lead in Orlando, FL
Role Description
We are seeking a highly motivated and customer-obsessed Service Availability Lead to champion the end-to-end service experience for our clients. This role is not about being the technician-it's about being the trusted guide and advocate for our customers during service disruptions and technical incidents. You will ensure that clients receive white-glove treatment, clear communication, and unwavering support as technical teams work behind the scenes to resolve issues.
Serve as the primary point of contact for clients during service-impacting events, ensuring they feel supported, informed, and prioritized.
Act as a liaison between technical teams and clients, translating complex technical updates into clear, empathetic, and actionable communication.
Lead incident response coordination from a customer experience perspective, ensuring timely updates and a seamless support journey.
Proactively monitor service health and customer sentiment, escalating concerns and advocating for client needs.
Drive post-incident reviews with a focus on customer impact, communication effectiveness, and continuous improvement.
Collaborate with internal teams to refine processes that enhance service availability and customer satisfaction.
Maintain a deep understanding of client environments, expectations, and business priorities to tailor support accordingly.
Champion a culture of customer-first thinking across operations and support teams.
Skills & Requirements
5-10 years of experience in a client-facing role within IT services, service delivery, or operations.
Familiarity with basic networking and infrastructure concepts (no hands-on technical work required).
Demonstrated excellence in customer service, client relationship management, or service delivery leadership.
Strong communication skills-verbal, written, and interpersonal-with the ability to convey empathy, urgency, and clarity.
Experience coordinating across cross-functional teams in high-pressure environments.
Familiarity with ITIL principles and incident/change management processes.
Ability to remain calm, organized, and proactive during service disruptions.
Proven ability to manage multiple priorities and stakeholders with professionalism and poise.
Bachelors' Degree in Information Systems, Computer Science or equivalent experience
ITIL Foundation certification (V3 or later) preferred; Change Management Intermediate certification preferred.
Experience working in or alongside a Network Operations Center (NOC) or Service Operations team.
Exposure to monitoring and event management tools (e.g., ServiceNow, Splunk, PagerDuty).
Background in industries with high service availability expectations (e.g., finance, healthcare, SaaS).
Benefits/Other Compensation
This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).
Why Hays?
You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there's a position you really want, you're fully prepared to get it.
Nervous about an upcoming interview? Unsure how to write a new resume?
Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.
Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays' guiding principles is 'do the right thing'.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.
In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text .
Drug testing may be required; please contact a recruiter for more information.
#LI-DNI
The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate's/applicant's qualifications, skills, and level of experience as well as the geographical location of the position.
Applicants must be legally authorized to work in the United States. Sponsorship not available.
Our client is seeking a Service Availability Lead in Orlando, FL
Role Description
We are seeking a highly motivated and customer-obsessed Service Availability Lead to champion the end-to-end service experience for our clients. This role is not about being the technician-it's about being the trusted guide and advocate for our customers during service disruptions and technical incidents. You will ensure that clients receive white-glove treatment, clear communication, and unwavering support as technical teams work behind the scenes to resolve issues.
Serve as the primary point of contact for clients during service-impacting events, ensuring they feel supported, informed, and prioritized.
Act as a liaison between technical teams and clients, translating complex technical updates into clear, empathetic, and actionable communication.
Lead incident response coordination from a customer experience perspective, ensuring timely updates and a seamless support journey.
Proactively monitor service health and customer sentiment, escalating concerns and advocating for client needs.
Drive post-incident reviews with a focus on customer impact, communication effectiveness, and continuous improvement.
Collaborate with internal teams to refine processes that enhance service availability and customer satisfaction.
Maintain a deep understanding of client environments, expectations, and business priorities to tailor support accordingly.
Champion a culture of customer-first thinking across operations and support teams.
Skills & Requirements
5-10 years of experience in a client-facing role within IT services, service delivery, or operations.
Familiarity with basic networking and infrastructure concepts (no hands-on technical work required).
Demonstrated excellence in customer service, client relationship management, or service delivery leadership.
Strong communication skills-verbal, written, and interpersonal-with the ability to convey empathy, urgency, and clarity.
Experience coordinating across cross-functional teams in high-pressure environments.
Familiarity with ITIL principles and incident/change management processes.
Ability to remain calm, organized, and proactive during service disruptions.
Proven ability to manage multiple priorities and stakeholders with professionalism and poise.
Bachelors' Degree in Information Systems, Computer Science or equivalent experience
ITIL Foundation certification (V3 or later) preferred; Change Management Intermediate certification preferred.
Experience working in or alongside a Network Operations Center (NOC) or Service Operations team.
Exposure to monitoring and event management tools (e.g., ServiceNow, Splunk, PagerDuty).
Background in industries with high service availability expectations (e.g., finance, healthcare, SaaS).
Benefits/Other Compensation
This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).
Why Hays?
You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there's a position you really want, you're fully prepared to get it.
Nervous about an upcoming interview? Unsure how to write a new resume?
Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.
Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays' guiding principles is 'do the right thing'.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.
In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text .
Drug testing may be required; please contact a recruiter for more information.
#LI-DNI
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.