Service Delivery Lead

Netrix Global; New Haven (CT); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading company is seeking a Service Delivery Lead to oversee the Service Desk operations and ensure high customer satisfaction. This role involves managing staff, performance evaluations, and coordinating training, while also providing backup support during off-hours. The ideal candidate will have extensive customer service experience and a degree in IT. Flexibility and remote work options are available.

Benefits

Competitive Compensation Package

Comprehensive Group Benefits

Flexible Time Off

Casual Work Environment

Qualifications

• 3+ years customer service experience.
• Knowledge of key service solutions provided by Netrix.

Responsibilities

• Manage daily operations of the Service Desk and support staff.
• Perform scheduling and hiring processes.
• Monitor performance and facilitate training.

Skills

Customer Service

Communication

Leadership

Organizational Skills

Analytical Skills

Education

College Degree in Information Technology

Job description

Netrix Global is looking for a Service Delivery Lead who is responsible for the daily operations of the Service Desk and on-site support staff of a designated client account. The Service Delivery Manager performs a leadership role over their client support team(s) and will be responsible for all tasks that directly impact the ability to achieve the target customer satisfaction goals and service delivery.

How You Will Make An Impact

• Perform scheduling of Service Desk Analysts, including approving vacation requests and obtaining coverage for open shifts and holidays. Including on-site personnel if applicable.
• Perform hiring and termination process when needed with management approval.
• Perform performance evaluation and disciplinary processes.
• Coordinate new employee training schedule and assign final work schedule.
• Monitor Service Desk analyst and on-site analyst performance.
• Facilitate additional training needed.
• Provide back-up support for department managers in their absence.
• Provide support during off-hours for personnel-related issues.

Service Delivery

• Respond to routine incoming customer/client written and telephone contacts.
• Perform ticket handling tasks as required to ensure excellent service delivery
• Quality Assurance
• Monitor ACD to ensure proper coverage to meet client specific SLA metrics.
• Make adjustments to Service Desk Analyst ACD skill sets when needed and schedule training for the technician to support it.
• Liaison to Project Managers to ensure proper staff assignment and workflow.
• Work with other Service Delivery Leaders to identify support gaps and/or needs.
• Provide backup client support during off-hours in emergency situations.

Communication

• Compile and submit Monthly Report Card report to management
• Initiate and coordinate team meetings as needed.
• Communicate all on-going personnel status to the Service Desk Manager.
• Communicate all on-going service delivery issues to Service Desk Manager.
• Assist department management in formulating management reports by providing pertinent information.
• Schedule, attend, conduct and document monthly client status meetings.
• Compile and review client reports at monthly client status meetings.

Process Improvement

• Work with other Service Account Managers and Managers, Service Delivery to develop and maintain on-going departmental processes and procedures.
• Lead process improvement projects/teams.

What You Will Bring To The Table

• 3 years plus customer service experience.
• Knowledgeable on the key service solutions provided by Netrix.
• College degree or equivalent experience within Information Technology required.
• Excellent oral and written communication skills with the ability to communicate to various levels within the company.
• Good organizational and analytical skills.
• Strong interpersonal and leadership skills.
• The ability to react appropriately and quickly to unanticipated situations.
• Aptitude and desire to work in a team environment.

About Us

At Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.

We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!

Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today’s most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.

We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country’s top system integrators.

At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.

What You Can Expect From Us

We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment. The role can be remote/home office, with some travel required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need reasonable accommodations, please let us know by contacting NetrixHR@Netrixglobal.