Service Delivery Lead

HR Soul; Orlando (FL); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health coverage

Retirement benefits

Paid time off

Employee programs

Job summary

HR Soul is seeking a hands-on Support Manager to lead a small service and support team. You will oversee intake, scheduling, and resolution of requests, provide coaching, and ensure timely client follow‑up and satisfaction.

You’ll collaborate with project management, installation, purchasing, accounting, and other internal teams to maintain a consistent client experience and drive service improvements.

Qualifications

• Experience supervising or leading employees in a service, support, coordination, or operations setting.
• Experience managing multiple active service requests, work orders, tickets, or small projects.
• Familiarity with ticketing, CRM, ERP, or PSA systems.
• Strong organizational skills and adaptability when priorities change.
• Able to address client concerns professionally and with urgency.

Responsibilities

• Supervise and develop a small team responsible for coordinating and completing service requests.
• Set clear expectations, provide feedback, and hold team members accountable for performance.
• Monitor and schedule incoming support requests to meet response times.
• Escalate and resolve client concerns, coordinating with internal teams as needed.
• Keep clients informed throughout the service process and confirm satisfaction after delivery.
• Track renewals and opportunities for service improvements and system upgrades.
• Review time entries and service records for accuracy and reporting.

Skills

Leadership

Customer service

Project coordination

Communication

Time management

Problem solving

Tools

Ticketing systems

CRM

ERP

PSA

Job description

HR Soul is seeking a hands-on Support Manager to lead a small service and support team. You will oversee intake, scheduling, and resolution of requests, provide coaching, and ensure timely client follow‑up and satisfaction.

You’ll collaborate with project management, installation, purchasing, accounting, and other internal teams to maintain a consistent client experience and drive service improvements.