Technical Lead - Service Operations and Support

Technical support, ACT, Accountability, Adaptability, Apache Velocity, Best practices, Change management, Conceptual design, Continuous improvement, Cross-functional, Education, Effective communication, Estimating, FOCUS, Framework, IT management, ITIL, Implementation, KPI, Leadership, Lean methodology, Mentorship, Productivity, Project management, QA, QoS, Release management, Service desk, Metrics, Policies and procedures, Presentations, Problem management, Problem solving, Tier 3, Service level, Service management, Service operations, Software, Tier 1, Tier 2
Full Time
Work from home available

Job Description

Technical Lead - Service Operations and Support

100% Remote

FTE-$117K + Benefits

  • Ensures that service and support functions align with the ITIL framework and are built on lean principles with a focus on continual improvement (i.e., PLAN-DO-CHECK-ACT).
  • Assist IT leadership establish current and future state process maturity targets leveraging the ITIL framework.
  • Provides tier 1 and tier 2 technical support. Documents and manages tier 0, tier 1, tier 2 and tier 3 escalation policies and procedures.
  • Provides cross-functional support of the organizations problem management, change management and release management processes.
  • Supports the development of service and support policies and procedures, KPIs, KRIs and metrics to ensure success criteria is measurable and supports company’s accountability and transparency values and principles. 
  • Assists in developing the organization’s service catalog and establishing service-level agreements (SLAs) and operating-level agreements (OLAs) with relevant IT and business stakeholders.
  • Assist in developing Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
  • Develop Key Performance Indicators (KPIs) to establish specific measures that will be used to evaluate success.
  • Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Develop a model of consistent velocity for the team and demonstrate the ability to deliver on estimates.
  • Accountable for the technical delivery of the entire Project.
  • Identifies and clears roadblocks for the team.
  • Leads the process of analysis in order to fulfil the requirement of system, end-to-end.
  • Develops the detailed design structure after understanding the requirements and the conceptual design and architectural standards.
  • Implements the best practices for Service Operations and Support
  • Works on identifying project risks and plans mitigation with the PM at project level.
  • Ensures that the Team is working as per the listed procedures, standards, requirements, quality, and user expectations.
  • Constantly monitor and enhance the productivity of the team while identifying and eliminating waste.
  • Inspire team members.



  • Be flexible and demonstrate adaptability to the changing and varied work settings.
  • Should carefully analyze the details of all the work performed by the Team.
  • Serve as the primary interface between the team and management on projects they are leading.
  • With the Manager, Sets targets and expectations for the team.
  • Take accountability for the activities from product definition through implementation.
  • Abide by all the project and company guidelines and standards and ensures that even the team members are doing so.
  • With the Manager, ensure fair tasks assignments where people are assigned with tasks aligned to their skills and team need.
  • Constantly motivate and encourage team to give their best, especially during the time when they are pressured with aggressive targets.
  • Make yourself completely aware with all the technologies thoroughly especially the ones associated with the technologies or application being developed/implemented is under construction.
  • Find ways for non-technical people to understand technical concepts through great communication
  • Mentor the staff on their team, provide feedback on their work frequently, and encourage and promote best technology practices



  • Requires a bachelor’s degree in a Computer Information Services or a related field.
  • Requires 6+ years’ experience in IT support and/or service management experience
  • Additional years of qualifying work experience may be considered in lieu of formal education.
  • Requires effective communication and presentation skills and the ability to lead multi-disciplinary development teams.


Dice Id : riverpt
Position Id : 6895024
Originally Posted : 5 months ago
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