Service Delivery Team Lead Day Shift

Who WeAre

Jolera offers MSPs& IT solution providers next-generation managed services,enabling them to create world-class experiences for their clients.Your clients receive award-winning solutions built on over 20 yearsof experience servicing businessesworldwide.

The ServiceDelivery Team Lead represents and supervises the front end ofJolera, and is key to delivering best-in-class resolutions for ourcustomers and their employees/members. The incumbent willdemonstrate confident and appropriate communication skills bothverbal and electronic. They have the ability to judge prioritiesand multitask to ensure all customers receive a consistent level ofassistance and customerservice.

TheTeam Lead of Service Delivery role will encompass the followingcore competencies:

At Jolera wefollow a ‘customer first’ approach in an endeavor to provide TheUltimate Service Experience. The following attributes are necessaryin order for the individual to succeed in the role of a TeamLead:

• Customer serviceoriented
• Leadership (lead byexample)
• Strong interpersonalskills
• Detailoriented
• Stronginfluencer
• Collaborator
• Abilityto build and manage relationships
• Strongcommunicator
• Solution-oriented
• Strongorganizational, time management, and planningskills
• Ability to work under immensepressure
• Continuous improvementfocus

What You’llDo:

Thefollowing responsibilities form the broad outline of the mandate ofthe role, but the role in itself is not limited to what isdescribed below. The individual will be provided with specificgoals, objectives, and targets for each year; and these will beclosely aligned with the organizationalimperatives.

• One of the keyresponsibilities will be to ensure that all calls are beinganswered in an expedient manner, maintaining an average speed ofanswer of 20 secs and an abandon rate of less than5%
• Supervise a team of service deskprofessionals across a geographically distributed footprint(multiple time zones)
• Ensure all inboundrequests are responded to and dealt with as per Jolera standards& processes and specific customerrequirements
• Ensure that SLAs are being met forresponsiveness and resolution of tickets. SLA management is a keyresponsibility of this function
• Confirm allissues and requests are captured via the ticketing system to Jolerastandards of detail and quality
• Activelyparticipate as required in escalation management, including afterbusiness hours and on weekends which includes on-call/off-shiftpaging
• Escalate and triage tickets toappropriate Jolera field engineers, Enterprise Architects, orCustomer internal resources based on establishedprocesses
• Escalate high-profile issues to theleadership team and the relationship manager(s) for appropriatehandling and routing
• Ensure knowledge transferof multiple systems and processes to enable the team totroubleshoot problems
• Ensure active monitoringof all customer systems and services; including heightenedresponsiveness to issues identified
• Ensure thatthe scheduled server updates and reboots are being performed 100%;and during customer blackout periods
• Scheduleresources in a manner that provides adequate 24x7x365 trilingualcoverage on the service desk
• Continually evolveand adjust schedules based on changing business and customerneeds
• Ensure customer portals are updated withCRM logs, backup logs, and customer feedback as per theschedule
• Ensure that a statistically validsample size of customer interactions is monitored and qualityassessed
• Ensure that the team members areprovided with regular feedback
• Work with theService Desk Manager to performance manage the staff through thescore carding process
• Follow all otherprocesses and quality standards as assigned by the Joleraleadership team
• Provide technical leadershipand guidance to staff; take responsibility for the training andcoaching
• Provide scheduling in advance to allService Delivery members following all regulatoryrequirements

• Universityor college degree or equivalentexperience
• CompTIAA+
• CompTIA Network+
• 5 yearsof previous supervision experience working in a technology/systemsdepartment directly supportingcustomers
• Demonstrated working knowledge ofnetworking technologies and businessapplications
• Certification and/or equivalentdemonstrated experience with MS solutionsstack

Generalcompetencies:

• Strongoverall communication skills and can make a significantcontribution to Jol era's success
• Generalizedend-user training
• Understands the concepts ofteam building and can apply them
• Ability tocommunicate technical concepts and issues to non-technicalindividuals
• Demonstrated leadershipskills

• Competitivecompensation package
• Competitive benefitspackage
• Company Perks, Good Life gym, andvarious brand discounts