What are the responsibilities and job description for the Service Desk Team Lead position at Optomi?
Optomi, in partnership with our manufacturing client, is seeking a Service Delivery Engineer, to join their team on a direct hire basis.
This role is hybrid in Charlotte, NC - onsite 3 days per week.
The Service Delivery Engineer Lead is responsible for ensuring the efficient delivery of services that meet or exceed client expectations while maintaining high-quality standards and operational performance. This role includes Tier 3 troubleshooting, supporting and mentoring the team, and fostering strong customer relationships to ensure optimal service outcomes.
Responsibilities:
- Provide multi-level support, including managing tickets, handling phone inquiries, and addressing walk-up requests.
- Oversee service delivery to clients, ensuring alignment with Service Level Agreements (SLAs) and consistently meeting performance metrics.
- Act as the primary point of contact for assigned clients, managing service delivery requirements and maintaining high customer satisfaction through the ticketing system and phone interactions.
- Monitor and analyze service delivery processes to ensure operational efficiency and effectiveness.
- Serve as the escalation point for complex issues, ensuring rapid resolution and customer satisfaction.
- Lead continuous improvement initiatives to enhance service quality and performance.
- Manage and mentor service delivery teams, fostering a collaborative and high-performance work environment.
- Provide training and professional development opportunities to enhance team skills and knowledge.
- Stay informed about industry trends and emerging technologies to drive innovation and service optimization.
- Review tickets and feedback to identify opportunities for delivering additional value-added services.
- Develop and maintain thorough documentation related to service delivery processes, procedures, and best practices.
- Serve as a technical advisor to the Service Desk Engineers, offering guidance on technology trends, best practices, and optimization opportunities.
- Participate in meetings in the absence of the Service Delivery Manager, ensuring important details are documented and shared with the Service Desk as necessary.
- Collaborate with the infrastructure team on projects, providing progress updates to the Service Delivery Manager.
This role is crucial in ensuring the seamless operation of service delivery while maintaining strong relationships with clients and fostering an environment of continuous improvement within the team.
