Service Delivery Escalation Lead

PTS Advance • Brentwood, TN

3d

About The Position

This role involves working closely with users to understand business problems and collaborating with IT teams to develop solution options. The lead will report on task and project status to management, build and maintain relationships within the IT team, across teams, and with customers and partners. A key aspect of the role is effective prioritization of work under time pressure and acting as an escalation point for difficult or controversial issues. The lead will ensure consistent, high-quality technical support to enhance client satisfaction, establish customer service standards, and manage overall IT and business training, including content recommendations, reviews, deployments, policies, and improvements. Collaboration with other IT groups and business units to evaluate processes and tools for training opportunities is also a responsibility. The role requires organized, clear, and concise communication with employees, co-workers, and management, and managing ad hoc needs presented by leadership or other IT teams.

Requirements

• Organized, clear, and concise communication with employees, co-workers, and management.

Responsibilities

• Work closely with users to fully understand business problems and engage appropriate IT teams to develop solution options.
• Report the status of assigned tasks and projects to management.
• Build and maintain relationships within the IT team, across teams, and with customers and partners.
• Prioritize work effectively under time pressure.
• Act as an escalation point where difficult or controversial calls are received.
• Ensure consistent, high quality and accurate technical support to increase client satisfaction.
• Establish and maintain customer service standards and best practices.
• Manage the overall training provided to IT and the business – providing content recommendations, review, deployments, policies, and improvements.
• Collaborate with other IT groups and business units to evaluate processes and tools for training opportunities.
• Provide organized, clear, and concise communication with employees, co-workers, and management.
• Manage ad hoc needs presented by leadership or other IT teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed