Service Delivery Team Lead

2 days ago

Cavite City, Calabarzon, Philippines beBeeLeader Full time ₱600,000 - ₱800,000

Job Description

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  • The successful candidate will oversee our Support team in assessing & assigning cases, routing escalations, and resolving low-level single-touch cases.

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Key Responsibilities

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  2. Ensure the team works towards departmental goals in an efficient and effective manner.

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  3. Assist with scheduling coverage.

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  4. Join daily huddles with the team.

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  5. Train on specific clients and groups of engineers focused on various industries.

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  6. Triage cases.

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  7. Guide team members on Pager Duty usage.

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  8. Contribute to POD Manager Escalation numbers.

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  9. Participate in handoff meetings with each shift.

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  10. Manage interdepartmental communications and escalations.

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  11. Work closely with Service Delivery Managers to ensure cases are handled per standards.

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  12. Provide a weekly summary email to leadership.

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  13. Work with the team to create knowledge base articles for working with clients and handling various situations.

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  14. Contribute regular competency reviews for all team members.

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  15. Uphold procedural requirements related to prioritization, communication, documentation, and escalations.

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  16. Continually follow best practices through the training and technical support process.

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Qualifications

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  • Bachelor's Degree in Information Technology or related discipline preferred.

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  • 1-3 years of managerial experience; call center or managed services experience preferred.

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  • Technical subject matter expert on MSP products as they relate to service catalog.

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  • Experience managing complex projects, clients, partners, and organizations.

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  • ITIL certification and practice preferred.

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  • Proven experience managing remote resources.

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  • Strong written and verbal communication skills.

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