Service Delivery Team Lead - Cortavo
Overview
The Service Delivery Team Lead at Cortavo leads day-to-day operations and serves as the primary escalation point for technical and procedural issues. This role owns queue oversight and drives continuous improvement while reporting to the Team Lead and Director of Service Delivery. It emphasizes ownership accountability and technical excellence.
What You'll Do11
- 1Provide daily queue oversight including monitoring aging tickets and SLA risks
- 2Conduct weekly queue reviews focusing on ticket hygiene and SOP compliance
- 3Act as escalation point for technical and customer-impacting questions
- 4Support onboarding/offboarding using documented KBs and SOPs
- 5Maintain accurate customer information in Halo Datto and IT Glue
- 6Validate escalation requests before approval to confirm documentation
- 7Assist with workload balancing by identifying bottlenecks and redistributing work
- 8Identify recurring issues and recommend training or process improvements
- 9Monitor team performance metrics and surface concerns to leadership
- 10Follow up on overdue tasks and low productivity items
- 11Participate in weekly leadership syncs and handle hands-on technical troubleshooting
Requirements15
- 1Associates’ degree or higher with 3-5 years IT service desk experience
- 2Minimum 3-5 years customer service experience (phone and email)
- 32+ years leading or mentoring technical teams supporting 100+ SMB clients
- 4Experience with Halo or similar ticketing systems
- 5Proven ability to improve SLA performance through proactive measures
- 6Strong knowledge base documentation and SOP creation skills
- 7Coaching experience for underperforming employees
- 8Comfortable delivering difficult feedback with empathy
- 9Expertise with Microsoft 365 Windows 10/11 Mac OS
- 10Availability for after-hours support as needed
- 11Bachelor’s degree preferred
- 12Managed Service Provider experience
- 13Familiarity with IT hardware software and managed services environments
- 14Experience with ITIL and ITSM frameworks
- 15Participation in hiring processes
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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