Service Delivery Team Lead

1 day ago

Calamba, Calabarzon, Philippines beBeeLeadership Full time ₱750,000 - ₱930,000
Job Role Overview

We are seeking a professional to oversee our Support team in assessing & assigning cases, routing escalations, and resolving low-level single-touch issues.

This role requires strong leadership skills combined with customer service & minor technical expertise. The ideal candidate will be responsible for ensuring a positive and constructive working environment to foster a successful coordination team as well as consistent growth for the support team members.

The primary responsibilities of this role include:

  • Managing teams to work toward departmental goals in the most efficient and effective manner
  • Assisting with scheduling coverage and joining all-day huddles with departments
  • Training on specific clients and groups of engineers focused on various industries
  • Triaging cases and guiding team members on task usage
  • Contributing to team manager escalation numbers and participating in handoff meetings with each shift
  • Managing team channels for interdepartmental communications and escalations
  • Working closely with team leaders to ensure tasks are handled per established standards
  • Providing regular competency reviews for all team members
  • Creating knowledge base articles for working with clients and handling various situations
  • Upholding procedural requirements related to prioritization, communication, documentation, and escalations
  • Continually following best practices through the entire training and technical support process
  • Adjusting priorities and balancing responsibilities in a fast-paced environment

Required Skills and Qualifications:

  • Bachelor's Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience
  • 1-3 years of managerial experience; call center or managed services experience preferred
  • Technical subject matter expert on MSP products as they relate to our service catalog
  • Experience managing complex projects, clients, partners, and organizations
  • ITIL certification and practice preferred
  • Proven experience managing remote resources
  • Strong written and verbal communication skills

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