Remote IT Services Team Lead

HELPDESK, SERVICE DESK, LEADERSHIP, MANAGEMENT, CONNECTWISE, NOC, MANAGED SERVICES, Accountability, IT, KPI, Metrics, Professional services, Technical support, Teamwork, Team leadership, Service delivery, Remote support, SOP, Customer satisfaction, Customer support, Coaching
Full Time
$80,000 - $110,000
Work from home available Travel not required

Job Description

Managed Services Remote Support Team Lead

100% REMOTE OK

Summary

The Managed Services Remote Support Team Lead is an LMA (Leadership + Management = Accountability) position and responsible for providing leadership for the Managed Services Remote Support team. This position requires an individual who has a natural intuition and grasp of how the service department needs to be run. Building chemistry within the service group, growing IT customer satisfaction and productivity of all Tier 1-3 support engineers in the department will be this position’s main core measurables. The success of our service delivery is centered around the remote support team and how well it integrates with the other departments in the organization. It is important that our Managed Services Remote Team Lead embodies our company core values: Respect, Teamwork, Client First Mentality and Self Improvement.

 

Roles & Responsibilities

  • Responsible for assuring clients are provided efficient and timely best in-class support
  • Manages the Support Team staff including escalation support, training and assistance
  • Handles ticket escalations and overflow of remote service issues
  • Monitors problems, KPI’s, CSAT’s and SLA’s and follows up with assigned resources to ensure timely, satisfactory resolution of all problems
  • Drive and provide timely reports to Manage Services Director on KPI’s, SLAs, CSAT, attendance and other metrics that the department is assigned from the leadership group
  • Performs Quarterly 1:1, regular monthly coaching and annual performance evaluations
  • Performs promotions, hiring and disciplinary responsibilities within the remote support team
  • Coordinates training for Support Desk personnel
  • Enforces and manages problem escalation procedures and SOP’s within the Department
  • Be an effective liaison between the Managed Services Remote Support Team to Managed Services Field team, NOC, Professional Services and Account Management
  • Active participation in Departmental and Cross-Departmental meetings to continually improve Managed Services
  • Effectively communicate and manage relationships with vendors, other department leads and clients
  • Contribute toward departmental and company goals and objectives
  • Worked closely with VCIO and account management team to ensure that all support activity is aligned with our client support agreements and expectations
Dice Id : 91097976
Position Id : 7421672
Originally Posted : 2 months ago
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