L2 Support & Field Dispatch Lead — Lean, Jira-Driven

OpenKrill; United States; A distancia; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Openkrill is seeking a Team Lead Level 2 Support & Field Dispatch to guide daily operations across markets, prioritising tickets, allocating workload and driving efficiencies. The role emphasizes standardising processes, reducing regional dependencies and using Jira IC SM as the central tool.

You will drive a centralized, scalable operation with a Lean mindset, coordinating with field engineers, service partners and internal stakeholders to elevate performance and service quality.

Formación

• Hands-on experience with Jira IC SM and knowledge of existing workflows and interfaces.
• Experience in Level 2 Support and Field Dispatch or similar operational roles.
• Structured, analytical, process-oriented mindset with a Lean continuous improvement focus.

Responsabilidades

• Lead and coordinate daily L2 Support & Field Dispatch activities, including prioritisation and workload distribution.
• Own and continuously improve the Jira IC SM ticket handling process with clear priorities and escalation paths.
• Drive a centralised, market-independent way of working to reduce regional dependencies.
• Standardise and streamline processes across regions to minimise manual steps and handovers.
• Identify opportunities for automation and digitalisation to improve efficiency.
• Promote Lean principles and lead continuous improvement initiatives and workshops.
• Monitor KPIs, ticket backlog, aging and workload; implement corrective actions as needed.
• Ensure effective cooperation between L2, Field Service Engineers, service partners and internal stakeholders.
• Develop team competencies and promote knowledge sharing to reduce dependency on individuals.
• Support Head of Field Operations with performance, risks and improvement initiatives.

Conocimientos

Jira IC SM

Level 2 Support

Field Dispatch

Lean / continuous improvement

Process improvement

Stakeholder management

Communication

Team leadership

Ownership and prioritization

Herramientas

Jira IC SM

Descripción del empleo

Openkrill is seeking a Team Lead Level 2 Support & Field Dispatch to guide daily operations across markets, prioritising tickets, allocating workload and driving efficiencies. The role emphasizes standardising processes, reducing regional dependencies and using Jira IC SM as the central tool.

You will drive a centralized, scalable operation with a Lean mindset, coordinating with field engineers, service partners and internal stakeholders to elevate performance and service quality.