Operations Team Lead

7 days ago

Rizal, Philippines beBeeExpert Full time ₱900,000 - ₱1,200,000
Service Delivery Supervisor

The Service Delivery Supervisor will be responsible for overseeing the Support team in assessing and assigning cases, routing escalations, and resolving low-level single-touch cases.

  • Primary Responsibilities:

    1. Ensure the team is working towards departmental goals in an efficient and effective manner, including dashboard management for all PODs.
    2. Assist with scheduling coverage and join all-day huddles with PODs.
    3. Train on specific clients and groups of engineers focused on various industries.
    4. Triage cases and guide team members on PagerDuty usage.
    5. Contribute to POD Manager Escalation numbers and participate in handoff meetings with each shift.
    6. Manage POD Teams Channels for interdepartmental communications and escalations.
    7. Work closely with Service Delivery Managers to ensure cases are handled per Thrive standards.
    8. Provide a weekend summary email to leadership.
    9. Work with the team to create knowledge base articles for working with clients and handling various situations.
    10. Contribute regular competency reviews for all team members.
    11. Uphold procedural requirements related to prioritization, communication, documentation, and escalations.

Qualifications:

  • Bachelor's degree in Information Technology or a related discipline preferred, or an 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 Thrive's 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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