Service Lead

1 month ago


Chicago, United States Valorem Reply Full time

Valorem Reply, US - Microsoft Full Time

Valorem Reply is an award-winning digital transformation firm focused on delivering data-driven enterprise, IT modernization, customer experience, product transformation, and digital workplace. Through the expertise of their people and power of Microsoft technologies, they provide hyper-scale and agile delivery of unique digital business services, strategic business models, and design-led user experiences. Their innovative strategies and solutions securely and rapidly transform the way their clients do business. Valorem is looking for a Service lead who will work directly with clients to ensure a smooth flow of requests by effectively managing a team. You will be responsible for ensuring policies and processes are followed that are consistent with client expectations and an excellent end-user support experience. Responsibilities

Manage workflow/coverage needs and monitor overall team production, reallocating resources as needed to ensure adherence to SLAs and associated metrics Provide escalation support for client services environment, working with complex cases, upset clients, emotional situations, etc. Ability to de-escalate situations as needed and exercise judgment when cases need to be escalated further Suggesting new procedures to improve customer service Ability and experience building new programs and/or processes from the ground up, implementing, assessing, adapting, and maintaining new processes/programs Work directly with project delivery teams to ensure they fully understand their specific obligations for the ongoing delivery of client-funded services including best practices, reporting standards, and efficacy measurements Participate in periodic internal service fulfillment process audits and reviews with project delivery teams designed to provide improvement recommendations Act as a consulting voice to project delivery teams when incidents and issues occur that introduce potential or actual business risk to the client Bachelor's degree or higher in computer science, engineering, or related field 6 years of service fulfillment-related work experience in any capacity 2 years total combined higher education or related work experience Preferred Qualifications

Familiarity with Microsoft Ecosystem Familiarity with industry-leading support helpdesk solutions such as (but not limited to) Dynamics 365 for Customer Service, Zendesk, etc Familiarity with Azure DevOps as a work management systemPrevious work experience in a consulting environment is a plus

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