Live Oak Bank Team Lead

Live Oak Bank Team Lead

Location: Brewton, AL

Position Overview:

As the Team Leader, you will be responsible for leading, motivating, and overseeing the day-to-day management of a team of Managed Service Support Consultants, ensuring that the team provides a first-class (predominantly SLA driven) service to Client users when dealing with and resolving a variety of managed service inquiries. This is a very customer-focused, hands-on role where the Team Leader will be expected to handle and resolve customer queries as well as undertake the day-to-day management aspects that the position requires. The ideal candidate will be able to implement effective teamwork by consolidating input from members and will support analysts (technically and operationally) in achieving continuous process improvement by encouraging constructive feedback for procedural, operational, and system development.

Key Responsibilities:

Hours of operation: M-F, 7:00 AM - 11:00 PM

  • Coordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members (including creating and managing schedules).
  • Perform training/mentoring to ensure all staff are proficient in assigned duties.
  • Motivating, coaching, and developing the team to deliver a first-class service.
  • Liaise with customers regarding requirements, delivery, and will have input into ongoing/forecasted projects.
  • Ensure all Managed Service provisions are delivered on time and in accordance with Client expectations and that logistics, delivery & support are planned and scheduled accordingly with both Provalus and Client stakeholders.
  • Set clear policy, evaluate progress against objectives, and instill a performance-oriented culture with a focus on accountability.
  • Conduct monthly one-on-ones with individual team members, as well as formal 6-monthly appraisals with an Individual Development Plan focus.
  • Provide effective verbal and written communication to Clients, leveraging approved documentation.
  • Lead Service Delivery weekly, monthly, and quarterly business reviews and ensure to plan for the Client’s needs.
  • Monitor and record attendance and manage issues in compliance with Provalus standards.
  • Contribute to the ongoing development of the Managed Support function by sharing knowledge, experience, and expertise with other team leaders.
  • Recognize opportunities for improvements of procedures by proactively offering ideas and solutions.
  • Encouraging team input into procedures and practices – assisting them in developing their ideas.
  • Provides an escalation level for problem support, management, resolution, and communication.
  • Work with Provalus and Client departments to ensure all aspects of “business as usual” operations are maintained to meet customers’ requirements.
  • Acquire and maintain data as it relates to the agreed-upon service level agreements (SLAs) and/or Key Performance Indicators (KPIs) and report results to Provalus delivery leadership and Client.
  • Ensure activity on projects is regularly monitored to ensure milestones are met.
  • Assist the team, where required, by actively working on customer issues, handling calls etc.
  • Continue career progression to meet the requirements of the Team/Delivery Manager.
  • Perform other duties as assigned.

Qualifications:

MUST have approval from your delivery leader to apply

MUST be in good standing with the current client

MUST be on the current client for 6 months

  • Two years of previous Customer Service experience or related field, and relevant experience managing and leading teams of 10+
  • One or more of the following certifications are recommended: CompTIA A+; ITIL Foundations; Google IT Support; ServiceNow; OKTA Certified Professional; AWS Solutions Architect.
  • Excellent interpersonal skills to develop effective working relationships.
  • Excellent listening, verbal, and written communication skills.
  • Excellent coaching, leadership, and supervisory skills.
  • Must have the ability to learn and follow established processes.
  • Awareness and understanding of various Service Desk-related software.
  • Ability to rapidly develop expert-level job knowledge of services.

Recruiter: Jared Tabor | jaredtabor@provalus.com

Applications will be accepted through October 17th

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