Team Lead, Service Delivery

The Systems Support Professional serves as the frontline ambassador of Jolera, playing a critical role in delivering exceptional technical support and timely resolutions to our customers and their employees or members. The Team Lead position is instrumental in ensuring the team consistently provides seamless support experience characterized by responsiveness, technical expertise, and an unwavering commitment to service excellence.

Key Responsibilities:

• Supervise and lead a team of Service Desk professionals operating across a geographically distributed environment, ensuring consistent service delivery, effective collaboration, and operational excellence across multiple time zones.

• Adhere to and enforce all operational processes, procedures, and quality standards established by the Service Delivery Manager and Jolera leadership.

• Provide technical leadership, mentorship, and guidance to Service Desk staff, taking ownership of team training, coaching, and professional development to enhance technical capabilities, drive performance, and support career growth.

• Manage resource scheduling to maintain adequate 24x7x365 Service Desk coverage while balancing operational requirements and business needs.
• Continuously evaluate and optimize staffing schedules to align with evolving customer demands, business priorities, and service level objectives.
• Provide team members with regular performance feedback, coaching, and development opportunities to support engagement, growth, and continuous improvement.
• Ensure all inbound requests are acknowledged, prioritized, and resolved in accordance with Jolera standards, established processes, and specific customer requirements.

• Actively participate in escalation management as required, including providing support outside of regular business hours through on-call rotations, off-shift paging, and weekend coverage.

Key Performance Indicators (KPIs):

• SLA Compliance: Achieve and maintain Service Level Agreement (SLA) targets for ticket response and resolution times, proactively managing performance, reporting, and corrective actions as required.
• Ticket Quality & Documentation: Ensure all incidents, service requests, and customer interactions are accurately documented in the ticketing system, meeting Jolera standards for completeness, quality, and auditability.
• Knowledge Management & Team Readiness: Drive knowledge-sharing and cross-training initiatives to improve team competency, reduce resolution times, and increase first-contact resolution rates.
• Proactive Monitoring & Incident Response: Ensure continuous monitoring of customer environments, with timely identification, escalation, and resolution of service-impacting events.
• Quality & Service Excellence: Maintain a high standard of service delivery through regular quality reviews, customer-focused support practices, and continuous improvement initiatives.
• Customer Satisfaction (CSAT): Achieve and maintain customer satisfaction targets through consistent delivery of professional, responsive, and effective support services.
• Team Performance & Development: Conduct regular coaching sessions, performance reviews, and development planning to improve individual and team effectiveness while fostering employee engagement.
• Operational Coverage & Workforce Management: Ensure appropriate staffing levels and schedule adherence to support 24x7x365 operations and meet business and customer service requirements.
• Escalation Management Effectiveness: Effectively manage escalations to minimize business impact, ensure timely communication, and drive issues to resolution within agreed service expectations.

Skills & Competencies:

Technical Skills:

• Comprehensive expertise in endpoint operating systems, including Windows OS, macOS, iOS, and Android.
• Proficient in client-side productivity and enterprise tools, such as Microsoft Office 365, Google Workspace, Active Directory, Citrix, networked printers, and remote support platforms.
• Advanced troubleshooting capabilities across a wide range of devices - workstations, laptops, smartphones, and peripherals - ensuring swift and effective issue resolution.

Soft Skills:

• Problem-solving
• Communication
• Team collaboration
• Time management