IT Service Lead - Direct Hire [Remote]

About the Role

As a Service Lead (“SL”), you will be responsible for being the first person the clients communicate with, delivering a friendly and professional experience in a timely manner, and managing the service delivery and accountability of your pod to service excellence.

You will be responsible for assigning service tickets to resources based on client familiarity, tier, priority, urgency, location, skillset, schedules, and budget. Service Leads will keep track of defined KPIs for your pod and hold the pod accountable to achieving or exceeding these KPIs.

Responsibilities

• Service Lead / Client Satisfaction
  • First on Phones, Email Submissions, and Chat
  • Ensure successful first impression of services while helping the team meet defined client expectations
  • Gatekeeper for client security (POC approval process and contact verification)
  • Assisting with the escalation process to T2 and T3 for ticket handoffs and internal/client communications
  • Review and action on Brightgauge dashboard KPIs for overall team performance (SLA, Resolution Time, Stale Tickets, etc) throughout the day.
  • Prioritize tickets according to urgency and importance
  • Monitor the status of tickets and prioritize schedules for support resources as needed
  • Review the metrics dashboard twice daily with the team in daily standups and continuously on your own, actioning on the findings to maintain KPI alignment
  • Scheduling resources to service tickets as needed based on SLA and Priorities
• Growth
  • Develop expert level knowledge of Interlaced Clients, Interlaced tools, and Connectwise
  • Understanding of Consulting and Client Project Recommendations
  • SLs should formally meet with each consultant within their team once a month. This meeting should be used to offer feedback and set goals for improvement.

  • TLs are expected to check-in with their team members more often than this. The monthly meeting is an opportunity to zoom out and see how things are going overall.

Individual KPI Goals for your Team

• Response Time: This measures the time it takes for Interlaced to respond to a client's request for support. A shorter response time indicates better client service and will lead to higher client satisfaction. 15 minutes or less
• Resolution Time: This measures the time it takes for Interlaced to resolve a client's issue. A shorter resolution time indicates that we have the necessary skills and resources to address the problem efficiently, which will increase client satisfaction. Ideally <=8 hours
• First Call/Contact Resolution Rate: This measures the percentage of support requests that are resolved on the first call. A higher first call/contact resolution rate indicates that we have knowledgeable and skilled staff who can solve problems quickly, reducing client downtime and increasing satisfaction. >=75% of tickets (depending on tier)
• Technician CSAT Score: A high CSAT score is a positive supporting indicator for us that clients are satisfied with the services provided and satisfied with the quality, reliability, and responsiveness of our team at Interlaced. >= 98%

About our client

Our client is a cloud-focused IT services provider, providing outsourced IT services for innovative businesses across the globe. They specialize in designing, implementing, and supporting cutting edge technology infrastructure that helps their clients scale and achieve their missions.

How are they different from traditional IT companies?

• They are a work-from-home, remote-first company.
• They are cloud focused.
• They have professional development pathways throughout the organization with accompanying training programs.
• They work with cutting edge clients in forward thinking industries like tech startups, biotech and digital agencies.
• They are poised for significant growth in 2023 and beyond, and need you to help us do it!
• They are a team of hungry, innovative, technology-lovers who are excited to build something amazing together.