Service Delivery Manager for the web based products. Candidate should be highly experienced in providing excellent customer service and problem escalation/resolution.

Responsibilities

- Daily operational management of the Level 1/Level 2 product support team(s)

- Monitor and ensure contractually agreed service levels are being met

- Assist Level 1/Level 2 support analysts with training/knowledge transfer

- Interact with the Level 3 and development teams to assist in the resolution of issues

- Manage the escalation process

- Ensure daily/weekly/monthly reporting is timely and accurate

- Assist with the Continuous Improvement process to ensure the toolset is appropriate and processes are optimized

- Own the Problem management process

- Daily Line management for 10+ Level 1/Level 2 analysts

- Deliver excellent customer experiences for all issues handled through Service Delivery.

- Develop and retain staff who have the technical skillset and personal ability to resolve issues promptly and professionally.

- Drive performance, efficiency, and quality of work by providing guidance, instruction, direction, and leadership.

- Maintain and enhance meaningful metrics for individual and team performance.

- Develop training, process, and technology changes to improve customer experience and team member experience.

- Identify when issues need to be delegated to others in the company to speed up resolution.

- Look for trends of issues that could be addressed proactively in the future.

- Train new team members.

- Perform regular assessment, feedback, and career development planning with each team member.

- Solicit feedback from team members on opportunities to improve the team and experience for the customer.

- Exemplify the company's core values.

- Build a cohesive team environment that is positive and upbeat. Look for ways to affirm and encourage excellent work in team members.

- Act as the first point of contact for internal or external customer issues or complaints.

- Establish work schedules for all team members.

- Other duties as assigned.

Requirements

- Good understanding of ASP.NET, SQL Server, IIS

- Strong technical and analytical skills

- Ability to understand application functionalities, customizations

- Solid experience in problem analysis and resolution of software problems

- Proven ability to function in a self-directed environment

- Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success.

- Innovative thinker who is positive, proactive, and readily embraces change

- Ability to handle clients professionally during all interfaces

- Strong written and verbal communication skills

Experience

10+ years of experience in a technical support/help desk environment

5+ years of experience leading technical support teams

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