Remote IT Service Delivery Lead

Effortless Office; United States; Remote; USD 50,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K+ employer match

Paid time off and holidays

Career growth and development

Mentorship and training support

Job summary

Effortless Office is seeking a Service Delivery Team Lead to ensure high‑quality technical support for clients from a remote location. You will blend leadership, coordination, QA, and hands‑on technical support while coaching technicians and enforcing SLAs.

The ideal candidate communicates well, stays organized, and is passionate about improving both client experience and internal team performance, with remote work from the United States and a PST schedule.

Qualifications

• Bachelor's degree in IT, business, or related field.
• PM P and/or Organizational Leadership certifications preferred.
• 3+ years in a technical support or service desk environment.
• MSP experience required and strong leadership background.

Responsibilities

• Lead and mentor Tier 1 and 2 technicians, guiding performance.
• Monitor ticket flow, workload distribution, and queues for SLA adherence.
• Coach monthly sessions and ensure SOPs and knowledge bases are kept current.
• Review escalations to Tier 3 or project teams and ensure documentation quality.
• Participate in client meetings to provide service delivery insights and improvements.

Skills

Leadership

Coaching

Communication

Analytical thinking

Problem solving

Customer service

Organizational skills

SLA/KPIs knowledge

Education

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

PMP Certification

Organizational Leadership Certification

Tools

Ticketing systems

Job description

Effortless Office is seeking a Service Delivery Team Lead to ensure high‑quality technical support for clients from a remote location. You will blend leadership, coordination, QA, and hands‑on technical support while coaching technicians and enforcing SLAs.

The ideal candidate communicates well, stays organized, and is passionate about improving both client experience and internal team performance, with remote work from the United States and a PST schedule.