Team Lead, Service Delivery

St. Miguel - Azores Archipelago - Portugal

What You’ll Do

The following responsibilities form the broad outline of the mandate of the role, but the role in itself is not limited to what is described below. The individual will be provided with specific goals, objectives and targets for each year; and these will be closely aligned with the organizational imperatives.

• Ensure that all calls are being answered in an expedient manner.
• Maintaining an average speed of answer of 20 secs and an abandon rate of less than 5%.
• Supervise a team of Service Desk Professionals across a geographically distributed footprint (multiple time zones).
• Ensure all inbound requests are responded to and dealt with as per Jolera standards & processes and specific customer requirements.
• Ensure that SLAs are being met for responsiveness and resolution on tickets. SLA management is a key responsibility of this function.
• Confirm all issues and requests are captured via the ticketing system to Jolera standards of detail and quality.
• Actively participate as required in escalation management, including after business hours and on weekends which includes on call/off shift                  paging.
• Escalate and triage tickets to appropriate Jolera field engineers, Enterprise Architects, or Customer internal resources based on established                  processes.
• Escalate high profile issues to the Leadership Team and the Relationship Manager(s) for appropriate handling and routing.
• Ensure knowledge transfer of multiple systems and processes to enable team to troubleshoot problems.
• Ensure active monitoring of all customer systems and services; including heightened responsiveness to issues identified.
• Ensure that the scheduled server updates and reboots are being performed 100% and during customer blackout periods.
• Ensure customer portals are updated with CRM logs, backup logs, and customer feedback as per schedule.
• Ensure that a statistically valid sample size of customer interactions is monitored, and quality assessed.
• Ensure that the team members are provided with regular feedback.
• Work with the Service Desk Manager to performance manage the staff through the score carding process.
• Follow all other processes and quality standards as assigned by the Jolera leadership team.
• Provide technical leadership and guidance to staff; take responsibility for the training and coaching.
• *Availability to work on 24/7 shifts*

 Who You Are 

• University or college degree or equivalent experience.
• CompTIA A+ and CompTIA Network+.
• 5 years of previous supervision experience working in a technology/systems department directly supporting customers.
• Demonstrated working knowledge of networking technologies and business applications.
• Certification and/or equivalent demonstrated experience with MS solutions stack.
• Strong overall communication skills and can make a significant contribution to Jolera’s success.
• Generalized end user training.
• Understands the concepts of team building and can apply them.
• Ability to communicate technical concepts and issues to non-technical individuals.
• Demonstrated leadership skills.