Position Overview This role requires a highly experienced IT professional to lead and manage a team providing exceptional technical support. The ideal candidate will possess a solid understanding of IT infrastructure, troubleshooting skills, and a passion for delivering outstanding customer service. Responsibilities include overseeing team performance, managing client expectations, and driving continuous improvement. The successful candidate must be a strong leader with excellent communication and problem-solving abilities, ensuring compliance with SLAs, security protocols, and company standards.
Key Responsibilities Serve as the main point of contact for non-technical issues and escalations from clients.Resolve escalated helpdesk tickets.Handle help desk calls as a second-line support for rollover calls.Provide clients with a friendly, quick, and helpful experience.Offer advanced remote troubleshooting support to clients.Perform remote hardware maintenance and support.Use the ticketing system to resolve helpdesk tickets and service requests.Keep track of and manage all tasks using the ticketing system.Ensure proper maintenance of client documentation.Split multi-issue tickets into individual tasks.Monitor ticket progress to avoid delays.Schedule and assign workload across the team for efficient operations.Schedule remote and on-site appointments with clients, technicians, and contractors.Plan and manage projects effectively.Ensure internal SLAs and client SLAs are met.Prevent issues from slipping through the cracks and address recurring problems.Extract KPIs and other performance reports for the team.Develop and implement new processes as needed.Introduce and expand automation of business processes.Report on KPIs and other relevant data.Escalate tickets requiring Service Delivery Manager support.Keep clients informed about the status of their tickets, including updates and service outages.Submit timesheets and expense reports as per SOPs.Identify, communicate, and mitigate potential risks to the Service Delivery Manager and clients.Create regular reports for the leadership team.Manage client expectations to ensure delivery on promises.Lead, manage, and mentor the service delivery team.Identify team members' strengths and weaknesses, positioning them for success.Ensure adherence to SOPs and continual improvements to enhance client experiences.Follow the schedule provided by the Service Delivery Manager or dispatcher.Adhere to SOPs for daily and weekly recurring tasks.Follow all security procedures and maintain vigilance for potential issues.Identify opportunities for improvement and provide constructive suggestions.Contribute to innovative changes within the team.Perform additional duties as assigned by the Service Delivery Coordinator, Service Delivery Manager, or CTO.Lead initiatives to improve KPIs and performance metrics.Be accountable for KPIs, including Client Satisfaction Scores (CSAT), team efficiency, gross margins, and team happiness, alongside intangible metrics aligned with company core values.Schedule Full-time, Monday to Friday, 8:00 AM to 5:00 PM CST.
Benefits Competitive pay in US dollars.Work alongside respected business professionals.We value and encourage input from team members.Multiple payment methods available (Zelle, Face Bank, Binance).Bi-weekly payment schedule.Necessary equipment provided: Laptop, headset, mouse, and mouse pad.Birthday and work anniversary celebrations.Alliances with brands providing additional benefits to freelancers.Weekly recreation activities to promote a healthy work environment.
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