Remote IT Service Delivery Lead

Effortless Office; Las Vegas (NV); Remote; USD 50,000 - 55,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401K+ employer match

Paid time off and holidays

Opportunities for career growth and 개발

Job summary

Effortless Office in the United States is seeking a Service Delivery Team Lead to guide a technical support team and ensure high‑quality service delivery. You will mentor Tier 1 and 2 technicians, monitor tickets, and ensure SLA compliance while collaborating with clients during escalations.

The role requires strong communication, organization, and a passion for improving both client experience and internal team performance. Remote work is offered with standard business hours.

Qualifications

• Bachelor's degree in Information Technology, Business, or related field.
• 3+ years in a technical support or service desk environment.
• MSP experience required and proven leadership or mentoring ability.

Responsibilities

• Mentor and support Tier 1 and Tier 2 technicians.
• Monitor ticket flow and technician performance to ensure SLAs.
• Ensure adherence to SOPs, documentation standards, and best practices.
• Oversee ticket queues and escalate when needed.
• Participate in client meetings to share service delivery insights.

Skills

Leadership

Coaching

Customer service

Data analysis

Communication

Organizational skills

Problem-solving

Education

Bachelor's degree in Information Technology, Business, or related field

Tools

Ticketing systems

Job description

Effortless Office in the United States is seeking a Service Delivery Team Lead to guide a technical support team and ensure high‑quality service delivery. You will mentor Tier 1 and 2 technicians, monitor tickets, and ensure SLA compliance while collaborating with clients during escalations.

The role requires strong communication, organization, and a passion for improving both client experience and internal team performance. Remote work is offered with standard business hours.