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Service Delivery Team Lead
Eingestellt von Compucom
Gesuchte Skills: Support, Client
Projektbeschreibung
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
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Einsatzort:
Texas, Vereinigte Staaten
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Projektbeginn:
asap
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Projektdauer:
Keine Angabe
- Vertragsart:
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Berufserfahrung:
Keine Angabe
Geforderte Qualifikationen
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Kategorie:
IT Entwicklung, Sonstiges