Service Delivery Team Lead: Coaching, SLA Excellence & Ops

Cortavo; Atlanta (GA); Sur place; USD 80 000 - 110 000; Plein temps

Avantages offerts par ce poste

Health benefits

Paid time off

Company cell phone

Growth opportunities

Team events/celebrations

Performance-based bonuses

Résumé du poste

Cortavo in Atlanta, GA is seeking a Service Delivery Team Lead to manage daily queue oversight, coaching, and escalation for Service Desk Analysts. You will drive process adherence, ticket hygiene, and KPI performance while aligning with engineering and PM for continuous improvement.

Ideal candidates bring 3–5 years of IT service desk experience, 2+ years of team leadership, MSP exposure, and experience with Halo/ITSM tools. This role offers growth in a collaborative, fast-paced environment.

Qualifications

• Associate's degree or higher is required.
• 3–5 years of IT service desk experience.
• 2+ years of leading or mentoring technical teams.
• Experience with MSP environments and managing 100+ SMB clients.

Responsabilités

• Oversee daily queue management and SLA adherence for the Service Delivery team.
• Coach and develop team members; conduct regular performance conversations.
• Escalate and coordinate with engineering, PM, and other internal teams as needed.
• Assist onboarding/offboarding and maintain KBs and SOPs.
• Monitor team metrics (TTA, TTR, ticket closures, CSAT) and report trends to leadership.
• Participate in hiring processes and 90-day plan development.

Connaissances

Queue management

Coaching & mentoring

IT service desk

MSP experience

Halo ticketing

SLA performance

Communication skills

Problem solving

After-hours availability

ITIL/ITSM familiarity

Formation

Associate degree or higher

Outils

Halo

IT Glue

Datto

Description du poste

Cortavo in Atlanta, GA is seeking a Service Delivery Team Lead to manage daily queue oversight, coaching, and escalation for Service Desk Analysts. You will drive process adherence, ticket hygiene, and KPI performance while aligning with engineering and PM for continuous improvement.

Ideal candidates bring 3–5 years of IT service desk experience, 2+ years of team leadership, MSP exposure, and experience with Halo/ITSM tools. This role offers growth in a collaborative, fast-paced environment.