IT Service Delivery Lead

Job Responsibilities :

• Monitor and manage the phone and ticket queues to ensure timely response and resolution
• Prioritize and assign tickets to appropriate team members based on urgency and expertise
• Identify and engage Subject Matter Experts to assist with complex issues
• Provides additional technical support to team members and will sometimes be a escalation resource
• Facilitate communication between SMEs and team members to ensure efficient problem-solving
• Lead incident management efforts, ensuring timely identification, communication, and resolution of incidents
• Communicate incident management status and updates to stakeholders in a clear and timely manner.
• Provide guidance and support to team members during shifts
• Fosters a positive demeanor, learning attitude and client service mentality with staff and seniors
• Maintain accurate record of incidents, resolutions, and other relevant data
• Prepare reports on team performance and service metrics
• Coordinates with other leaders between shifts, ensuring smooth transitions between off-hours and business hours
• Provides exceptional client service and develops deliverables and / or solutions to issues
• Reviews and participates in project plans for the improvement of service delivery
• Facilitates the project plan making updates as directed by the management team
• Manages tasks closely to make sure they are being completed and in a timely manner
• Documents information from internal project meetings
• Escalates any issues to senior management, as needed
• Provides regular status updates on the implementation
• Fosters a positive demeanor, learning attitude and client service mentality with staff and seniors
• Other duties as required

Education :

Experience :