Position Overview

This role requires a highly experienced IT professional to lead and manage a team providing exceptional technical support. The ideal candidate will possess a solid understanding of IT infrastructure, troubleshooting skills, and a passion for delivering outstanding customer service. Responsibilities include overseeing team performance, managing client expectations, and driving continuous improvement. The successful candidate must be a strong leader with excellent communication and problem-solving abilities, ensuring compliance with SLAs, security protocols, and company standards.

Key Responsibilities

• Serve as the main point of contact for non-technical issues and escalations from clients.
• Resolve escalated helpdesk tickets.
• Handle help desk calls as a second-line support for rollover calls.
• Provide clients with a friendly, quick, and helpful experience.
• Offer advanced remote troubleshooting support to clients.
• Perform remote hardware maintenance and support.
• Use the ticketing system to resolve helpdesk tickets and service requests.
• Keep track of and manage all tasks using the ticketing system.
• Ensure proper maintenance of client documentation.
• Split multi-issue tickets into individual tasks.
• Monitor ticket progress to avoid delays.
• Schedule and assign workload across the team for efficient operations.
• Schedule remote and on-site appointments with clients, technicians, and contractors.
• Plan and manage projects effectively.
• Ensure internal SLAs and client SLAs are met.
• Prevent issues from slipping through the cracks and address recurring problems.
• Extract KPIs and other performance reports for the team.
• Develop and implement new processes as needed.
• Introduce and expand automation of business processes.
• Report on KPIs and other relevant data.
• Escalate tickets requiring Service Delivery Manager support.
• Keep clients informed about the status of their tickets, including updates and service outages.
• Submit timesheets and expense reports as per SOPs.
• Identify, communicate, and mitigate potential risks to the Service Delivery Manager and clients.
• Create regular reports for the leadership team.
• Manage client expectations to ensure delivery on promises.
• Lead, manage, and mentor the service delivery team.
• Identify team members' strengths and weaknesses, positioning them for success.
• Ensure adherence to SOPs and continual improvements to enhance client experiences.
• Follow the schedule provided by the Service Delivery Manager or dispatcher.
• Adhere to SOPs for daily and weekly recurring tasks.
• Follow all security procedures and maintain vigilance for potential issues.
• Identify opportunities for improvement and provide constructive suggestions.
• Contribute to innovative changes within the team.
• Perform additional duties as assigned by the Service Delivery Coordinator, Service Delivery Manager, or CTO.
• Lead initiatives to improve KPIs and performance metrics.
• Be accountable for KPIs, including Client Satisfaction Scores (CSAT), team efficiency, gross margins, and team happiness, alongside intangible metrics aligned with company core values.

Schedule

Full-time, Monday to Friday, 8:00 AM to 5:00 PM CST.

Benefits

• Competitive pay in US dollars.
• Work alongside respected business professionals.
• We value and encourage input from team members.
• Multiple payment methods available (Zelle, Face Bank, Binance).
• Bi-weekly payment schedule.
• Necessary equipment provided: Laptop, headset, mouse, and mouse pad.
• Birthday and work anniversary celebrations.
• Alliances with brands providing additional benefits to freelancers.
• Weekly recreation activities to promote a healthy work environment.