Team Lead, Service Delivery - Remote

Overview

The Team Lead is responsible for managing daily operations of the Service Desk, ensuring exceptional client support, and fostering team development.

In Short

• Manage daily operations of the Service Desk.
• Provide exceptional support to clients.
• Drive ticket resolution and adhere to ITIL best practices.
• Cultivate a positive team environment for learning and growth.
• Recruit and manage a team of IT professionals.
• Monitor key performance metrics and ensure standards are met.
• Foster strong relationships with Project Management teams.
• Conduct performance reviews and provide feedback.
• Participate in an on-call rotation for support.
• Ensure operational policies are followed.

Requirements

• 5-8 years of experience as a Technical Support Specialist.
• Previous Service Desk management experience preferred.
• Excellent communication and customer service skills.
• Ability to explain technical challenges to diverse audiences.
• Willingness to provide after-hours support as needed.
• Must be legally authorized to work in the US without sponsorship.

Benefits

• Unlimited vacation policy.
• Significant 401k contributions.
• Opportunities for professional development.
• Competitive compensation aligned with performance outcomes.
• Supportive and collaborative team culture.