Service Delivery Team Lead

**Who We Are**

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.

We’ve helped transform hundreds of MSPs & solution providers worldwide With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.

**Who You Are**

The Service Delivery Team Lead represents and supervises the front end of Jolera, and is key to delivering best-in-class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbal and electronic. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service.

**NOTE: Shift timing for this hire will be any time during the core business house of 4PM - 1:00 AM.**
**You will be required to be in-office (**
**Toronto HQ office)**
**for shifts as needed.
**The Team Lead of Service Delivery role will encompass the following core competencies**:
At Jolera we follow a ‘customer first’ approach in an endeavor to provide The Ultimate Service Experience. The following attributes are necessary in order for the individual to succeed in the role of a Team Lead:

- Customer service oriented
- Leadership (lead by example)
- Strong interpersonal skills
- Detail oriented
- Strong influencer
- Collaborator
- Ability to build and manage relationships
- Strong communicator
- Solution-oriented
- Strong organizational, time management, and planning skills
- Ability to work under immense pressure
- Continuous improvement focus

**What You’ll Do**:
The following responsibilities form the broad outline of the mandate of the role, but the role in itself is not limited to what is described below. The individual will be provided with specific goals, objectives, and targets for each year; and these will be closely aligned with the organizational imperatives.
- One of the key responsibilities will be to ensure that all calls are being answered in an expedient manner, maintaining an average speed of answer of 20 secs and an abandon rate of less than 5%
- Supervise a team of service desk professionals across a geographically distributed footprint (multiple time zones)
- Ensure all inbound requests are responded to and dealt with as per Jolera standards & processes and specific customer requirements
- Ensure that SLAs are being met for responsiveness and resolution of tickets. SLA management is a key responsibility of this function
- Confirm all issues and requests are captured via the ticketing system to Jolera standards of detail and quality
- Actively participate as required in escalation management, including after business hours and on weekends which includes on-call/off-shift paging
- Escalate and triage tickets to appropriate Jolera field engineers, Enterprise Architects, or Customer internal resources based on established processes
- Escalate high-profile issues to the leadership team and the relationship manager(s) for appropriate handling and routing
- Ensure knowledge transfer of multiple systems and processes to enable the team to troubleshoot problems
- Ensure active monitoring of all customer systems and services; including heightened responsiveness to issues identified
- Ensure that the scheduled server updates and reboots are being performed 100%; and during customer blackout periods
- Schedule resources in a manner that provides adequate 24x7x365 trilingual coverage on the service desk
- Continually evolve and adjust schedules based on changing business and customer needs
- Ensure customer portals are updated with CRM logs, backup logs, and customer feedback as per the schedule
- Ensure that a statistically valid sample size of customer interactions is monitored and quality assessed
- Ensure that the team members are provided with regular feedback
- Work with the Service Desk Manager to performance manage the staff through the score carding process
- Follow all other processes and quality standards as assigned by the Jolera leadership team
- Provide technical leadership and guidance to staff; take responsibility for the training and coaching
- Provide scheduling in advance to all Service Delivery members following all regulatory requirements

**Qualifications***:
- University or college degree or equivalent experience
- CompTIA A+
- CompTIA Network+
- 5 years of previous supervision experience working in a technology/systems department directly supporting customers
- Certification and/or equivalent demonstrated experience with MS solutions stack

**General competencies**:

- Strong overall communication skills and can make a significant contribution t