Team Lead, NOCNew

The Team Leader of Service Delivery is responsible for leading a team of entry-level to experienced professionals focused on providing and creating an excellent customer experience for end users and partners. This role supports the Service & Support team by delivering value and ensuring success for partners and their re spective suite of products.

Essential Duties & Responsibilities:

• Sets day-to-day operational objectives for the Service Delivery team
• Supervises support and/or professional-level colleagues
• Ensures policies, practices, and procedures are understood and followed by direct reports, customers, and stakeholders
• Leads and prioritizes the daily activities of the team
• Manages, mentors, and coaches to develop a collaborative and dynamic team
• Coordinates cross-functional communication to align on initiatives and strategies to drive efficiency
• Coaches and develops Help Desk Service staff to achieve professional and organizational objectives
• Monitors, controls, and supports workflows to ensure timely response to and resolution of interactions
• Provides performance management to staff with the aim of continuous improvement
• Diagnoses issues and recommends conflict resolution steps to resolve, escalating when necessary
• Analyzes internal processes and finds ways to improve efficiency when needed
• Promotes consistent incident handling procedures and use of systems

Knowledge, Skills, and/or Abilities Required:

• Exceptional leadership and customer service skills
• Willingness to work in a team environment
• Strong organizational skills to give the team direction
• Professional presence suitable for interaction in meetings, in person, or via email
• Excellent presentation and communication skills
• Ability to remain calm under pressure to facilitate technician coaching and training
• Ability to work in a fast-paced, dynamic environment
• Willingness to make changes or adapt as the situation dictates
• Strong organizational skills with the ability to prioritize and manage multiple tasks

Educational/Vocational/Previous Experience Recommendations:

• Bachelors degree in a related field or equivalent business experience
• 2+ years of relevant experience