IT Technical Lead
About The Position
We are seeking an experienced Operations Support Lead to manage day-to-day workflows and oversee Level 1 (L1) and Level 2 (L2) support teams. This role is responsible for ensuring effective incident, problem, change, and request management while maintaining high service quality and SLA performance. The ideal candidate will act as an escalation point, drive continuous process improvement, ensure operational documentation is current, and support reporting, quality audits, and service reviews. Strong leadership, coordination, and analytical skills are essential to succeed in this role. In this role, you will: · Manage day to day workflow and assignment of the L1 and L2 levels · Provide operational support for incident change problem and request management · Support implementation of new controls and monitoring activities · Ensure customer complaints and requests for information are responded to promptly and accurately and · coordinate any necessary follow up · Proactively ensure SOPs are up to date and accurate. Create new SOPs and guides for the techs as needed. · Proactively ensure appropriate process and technology gaps are filled to prevent problem and incident re occurrence · Collaborate with L1 and L2 operations team to resolve incidents · Serve as an escalation point for issues not resolved at a technician level · Assist Manage any reporting requirements · Create update and maintain operations run books and operational procedures and other KPI measurements · and benchmarks · Create and maintain the presentations for the weekly monthly and quarterly service reviews · Proactively do the quality audit of the cases and tasks to maintain SLA of the team
Requirements
- College degree in related technical business area of equivalent work experience
- Experience in field services and logistics works
- Ability to manage conflict coach and manage performance of others and motivate people to go an extra mile
- Ability to showcase good leadership skills to motivate team members
- Typically requires 3 to 4 years of experience in managing teams
- Experience using google sheet Excel SQL Power BI Tableau or any reporting tool at proficient level
Responsibilities
- Manage day to day workflow and assignment of the L1 and L2 levels
- Provide operational support for incident change problem and request management
- Support implementation of new controls and monitoring activities
- Ensure customer complaints and requests for information are responded to promptly and accurately and coordinate any necessary follow up
- Proactively ensure SOPs are up to date and accurate. Create new SOPs and guides for the techs as needed.
- Proactively ensure appropriate process and technology gaps are filled to prevent problem and incident re occurrence
- Collaborate with L1 and L2 operations team to resolve incidents
- Serve as an escalation point for issues not resolved at a technician level
- Assist Manage any reporting requirements
- Create update and maintain operations run books and operational procedures and other KPI measurements and benchmarks
- Create and maintain the presentations for the weekly monthly and quarterly service reviews
- Proactively do the quality audit of the cases and tasks to maintain SLA of the team
Benefits
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
