Technical Support Team Lead
2 weeks ago
Thrive is a technology solutions provider focused on Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. We are seeking a highly skilled and experienced Service Delivery Manager to lead our technical support teams in providing excellent customer service and resolving all technical issues.
The ideal candidate will have a solid technical background combined with customer service expertise. A problem-solving attitude with an ability to motivate an engineering team to achieve specific goals is essential for success in this position. The successful candidate will ensure high-quality technical support and increase client satisfaction.
Key Responsibilities- Motivate and coach individual contributors to achieve departmental goals and drive excellent and consistent customer service
- Manage Thrive's regional managed services team from a customer service, technical, and career development perspective
- Ensure managed services team meets or exceeds all service level agreements from Email, Phone, Event, Incident, Problem, and Change Management processes
- Conduct annual performance reviews for all managed services direct reports
- Uphold procedural requirements related to prioritization, communication, documentation, and escalations
- Continually follow best practices through the entire technical support process
- Follow up with customers to identify areas of improvement and provide customer feedback to the appropriate internal teams and management
- Escalation point for managed services, customer service, and technical issues
- Ability to adjust priorities and balance responsibilities in a fast-paced environment
- Bachelor's Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience
- 3-5 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 and large teams
- Strong written and verbal communication skills
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