Team Lead, Service Delivery (Remote in US)

To help continue our rapid growth and solve our clients’ toughest problems, we need a Team Lead to join the team. The Team Lead is responsible for managing daily operations of the Service Desk of their functional group, managing individual contributors, representing the team within the department, and helping to ensure that the team is constantly developing and improving. This position will report to the Manager of the Service Delivery Team. If you love to solve problems and add value, please consider what your typical days might look like…Service Responsibilities:Provide amazing support to our clients, greatly exceeding their experience of what anyone else has ever done for them.Work with Department Manager and peers to continuously meet these expectations; drive ticket resolution; perform deep dives into identified service issues.Ensure tickets are supported through their service lifecycle, while adhering to Resultant standards and ITIL best practices, including taking part in process creation and adherence to those processes.Provide input into existing framework for managing and improving customer IT support in the organization.Review survey feedback to improve services, tools, and support experience.Present, monitor, and manage key performance metrics such as NPS, SLA, call performance, and Resultant standards per client assigned.Responsible for understanding, communicating, and ensuring operational policies and standards are adhered to.Holds decision making responsibility within the discipline and appropriately escalates any issues which cannot be resolved.It is critical that this role establishes and maintains strong business and technical relationships with the Project Management and Project Delivery teams and acts as a critical liaison for the successful deployment of technology solutions for clients’ IT organization. People Responsibilities:Recruit and manage fearless and curious problem solvers.Cultivate a positive environment for the team to learn from mistakes and grow.Work collaboratively with teams of smart, thoughtful people to best meet the needs of our clients.Provide leadership by following through with department and individual goals.Responsible for team performance assessments and improvement plans.Responsible for coaching, counseling, and assisting employees to develop individual career development and training plans.Accountable for administrative management of 5-8 direct IT professionals, including HR administration, salary administration, time and expense reporting, etc.Track KPIs and metrics to measure employeesConduct performance reviews and provide feedback as needed.Ensure Resultant processes (solution delivery, operations, work requests, QA, etc.) and standards are established, effectively managed, and executed.