IT Team Lead - Service Delivery

iVision Scale LLC•Atlanta, GA

3h•Hybrid

About The Position

As an IT Team Lead with a focus on both technical expertise and service delivery, you will play a critical role in managing day-to-day operations for our dedicated client. This position requires indirect management of technical IT support staff ranging from Level 1 to Level 3. You will ensure the delivery of high-quality IT services, drive operational improvements, and act as the primary contact for delivery escalations. Your proactive engagement will foster innovation and maintain client satisfaction. This role demands a balance of technical acumen and exceptional service delivery skills.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field.
Minimum of 5 years of experience in IT service delivery and support.
Proven experience IT support teams (Level 1 to Level 3).
Strong technical knowledge and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to manage multiple priorities in a fast-paced environment.
ITIL Certified or similar service management frameworks.
Strong analytical skills and attention to detail.
Ability to work independently and as part of a team.
Familiarity with change management processes and best practices.

Responsibilities

Drive Day-to-Day Operations:
Oversee the daily activities and performance of the IT support team.
Ensure consistent and reliable IT service delivery.
Preserve and Maintain Quality:
Implement and uphold quality standards in all service delivery processes.
Monitor and improve service quality continuously.
Client Advocacy and Coordination:
Act as the primary advocate for the client within the service delivery team.
Coordinate across various IT towers to deliver cohesive support.
First Contact for Delivery Escalation:
Serve as the initial point of contact for any delivery-related escalations.
Address and resolve issues promptly to maintain client satisfaction.
Proactive Operational Improvements:
Engage proactively to identify and implement operational improvements.
Develop strategies to enhance service efficiency and effectiveness.
Operational Reporting:
Produce and analyze operational reports for management.
Provide insights and recommendations based on report findings.
Ticket Management and Oversight:
Oversee ticket management processes to ensure timely resolution.
Escalate complex issues to support managers as necessary.
Problem Analysis:
Analyze ticket data to identify recurring problems.
Collaborate with support groups to address and resolve issues.
Root Cause Analysis (RCA):
Ensure RCA tasks are created and delivered on time for significant issues.
Follow up on RCA tasks to confirm completion and implementation of solutions.
Guidance and Support:
Provide guidance and support to both onsite and remote support teams.
Foster a collaborative and supportive working environment.
Monthly Client Service Report (CSR), Quarterly Business Reviews (QBR):
Lead in the creation and delivery of the Monthly CSR.
Ensure the report accurately reflects service delivery performance.
Assist in the data input for the quarterly QBR
New Services/Solutions Recommendations:
Recommend new services and solutions to support the client's business objectives.
Stay informed of industry trends and best practices.
Operational Support Meetings:
Schedule and manage regular operational support meetings.
Facilitate discussions to address operational issues and improvements.
Client End-User Interaction:
Engage regularly with client end-users to understand their needs and concerns.
Provide a high level of customer service and support.
Change Management Oversight:
Oversee the change management process to ensure smooth transitions.
Provide feedback on potential impacts of changes.
Technical Knowledge Feedback:
Offer technical insights and feedback on escalated issues and upcoming changes.
Leverage technical expertise to support the team and client.
Quality Assurance Program (QAP) Management:
Manage QAP operational items to ensure service excellence.
Implement quality assurance measures to enhance service delivery.