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Service Delivery Team Lead

Eingestellt von Compucom

Gesuchte Skills: Support, Client

Projektbeschreibung

Located in Houston, the Service Delivery Representative (SDR) will act as the lead integrator for all end user issues and requests. This role owns the life cycle of all tickets (issues and requests) submitted by the client. Responsibilities include monitoring, escalating, communicating status and confirming completion of all issues and requests, ensuring SLA compliance. This role will provide oversight and leadership to Deskside Technicians located in Houston, TX, Pittsburgh, PA and Horseheads, NY.

It is anticipated that the role will be 70% Service Delivery Representative & 30% Working Team Lead.

Reports to the Global Deskside Support Lead in Calgary, with day-to-day operational direction from the Head of Information Technology in Houston.

KEY TASKS (SERVICE DELIVERY REPRESENTATIVE)

- Provide end-to-end ticket ownership
- Track all tickets via the ticketing system and specified reports to ensure:
- Ownership has been taken within Time to Own (TTO) agreement
- On target for resolution/completion within SLA
- Collaborate with Vendor Incident Lifecycle Coordinators on tickets which are close to breaching SLA to ensure action is taken
- Proactively communicate to the cient the status of the ticket throughout its life cycle, including resolution prior to closing
- Manage the IT Escalation mailbox ensuring all escalations and expedites are being processed
- Define reporting requirements
- Host daily ticket review meeting with the Vendor ILC(s)
- Escalate to leadership, if required
- Invoke other necessary key processes (eg Incident, Change) with defined input
- Assist in developing operational standards/procedures
- Identify and recommend of areas of possible improvement and automation
- Contribute to meetings, agendas and minutes
- Partake in small projects and tasks, if required

KEY TASKS (DESKSIDE TEAM LEAD)

- Monitor the efforts and provide direction to deskside team in all locations
- Lead by example, to build a customer centric approach to deskside support services
- Develop, mentor and train staff to meet individual career aspirations and team goals
- Define goals and objectives for staff to align with and meet department, IT and corporate deliverables
- Foster a collaborative working relationship within team and across peer IT support organizations
- Represent IT Service Delivery on new product/application introduction projects to assess and clearly articulate impact on desktop services and clients
- Work effectively under time constraints in a rapidly changing environment
- Assist staff in adapting to change, building new skills and working effectively in a rapidly changing environment
- Provide primary technical backup coverage for staff in other locations either through remote or physical support
- Develop and participate in an on-call technical support to ensure escalated technical issues are responded to on a 7 x 24 basis - this will be a rotational requirement with an estimated 1 in 7 week rotation
- Perform (or direct) regular health checks on infrastructure and environment to proactively resolve or escalate any potential technical service impact issue
- Measure the ongoing performance of the group to clearly identify and highlight key areas for improvement
- Take a strategic approach in collaboration with vendors to keep abreast of industry trends and emerging technologies

QUALIFICATIONS

- Must be legally entitled to work in USA
- Ability and willingness to travel to both USA and Canada (valid passport required)
- 5+ years as a Technician or Technical Team Lead
- Demonstrated leadership/people care skills
- Extensive customer service experience
- Strong knowledge of supporting services and all that it entails (client, delivery, etc.)
- Ability to identify gaps in service and develop performance improvement plans
- Excellent multi-tasking and organizational skills
- Excellent communications skills (both verbal and written)
- Excellent interpersonal skills, ie ability to communicate technical information and adjust style to needs of audience
- Sound relationship management skills to build and maintain effective working relationships with stakeholders as well as team members
- Experience working within a multi-vendor sourcing environment and interacting at all management level with various internal teams
- Proven knowledge of and adherence to information sharing and best practices
- ITIL V3 Foundation awareness/accreditation preferred
- Some experience working in an Oil and Gas environment would be nice to have

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Compucom