Service Assurance Lead

Service Assurance Lead

Location: Whiteville, NC

Position Overview:

As the Team Leader, you will be responsible for inspiring, guiding, and managing a high-performing team of Managed Service Support Consultants. You will ensure consistent delivery of a first-class, SLA-driven service to Client users, resolving a wide range of managed service inquiries with precision and professionalism. This is a hands-on leadership role requiring a proactive approach to customer engagement, service assurance, and operational excellence. You will champion a culture of accountability, continuous improvement, and performance, while fostering collaboration and technical growth across the team.

Key Responsibilities:

  • Lead and coordinate daily team operations, ensuring equitable workload distribution and adherence to service delivery standards.
  • Drive service assurance by monitoring SLA/KPI performance, proactively identifying risks, and implementing corrective actions to maintain service quality.
  • Provide coaching, mentoring, and training to build team capability and ensure consistent execution of duties.
  • Motivate and empower team members to achieve individual and collective goals, fostering a culture of ownership and high performance.
  • Collaborate with Clients to understand requirements, manage expectations, and contribute to project planning and delivery.
  • Ensure all Managed Service provisions are delivered on time, aligned with Client expectations, and supported by robust logistics and stakeholder coordination.
  • Establish clear policies and performance objectives, regularly evaluate progress, and reinforce a results-oriented mindset.
  • Conduct monthly one-on-one meetings and formal biannual appraisals with a focus on career development and performance growth.
  • Communicate effectively with Clients using approved documentation and professional correspondence.
  • Lead service delivery reviews (weekly, monthly, quarterly), ensuring strategic alignment with Client needs and future planning.
  • Monitor attendance and address personnel issues in accordance with Provalus standards.
  • Share expertise and collaborate with other team leaders to enhance the Managed Support function.
  • Identify and implement procedural improvements, encouraging team input and innovation.
  • Serve as an escalation point for complex issues, ensuring timely resolution and transparent communication.
  • Partner with Provalus and Client departments to maintain seamless “business as usual” operations.
  • Collect, analyze, and report SLA/KPI data to Provalus delivery leadership and Clients, driving performance transparency.
  • Track project milestones and ensure timely execution of deliverables.
  • Support the team by actively engaging in customer issue resolution when needed.
  • Demonstrate leadership readiness for progression to Team/Delivery Manager roles.
  • Perform other duties as assigned.

Candidate Profile:

  • Proven experience in customer service and technical support, with a strong focus on service assurance and client satisfaction.
  • Experience in an ISP environment is advantageous.
  • Familiarity with knowledge base creation and maintenance.
  • Technical proficiency in OKTA, Active Directory, and Azure AD preferred.
  • Academic background or equivalent experience in IT, Business Studies, or related fields.
  • Demonstrated success in motivating and leading teams, including acting as a deputy leader.
  • Prior experience in team leadership roles preferred.
  • Skilled in delivering structured feedback and coaching for performance improvement.
  • Exceptional communication skills—both written and verbal.
  • Strong organizational skills with the ability to manage competing priorities under pressure.
  • Recognized as a high performer and role model in current role.
  • Adept at handling challenging customer and staffing situations with professionalism and empathy.
  • Proactive in suggesting process enhancements and driving operational efficiency.
  • Willingness to participate in on-call rotation.

Qualifications:

  • Minimum two years’ Service Desk or related experience, including leadership of teams of 10+.
  • Recommended certifications: CompTIA A+, ITIL Foundations, Google IT Support, ServiceNow, OKTA Certified Professional, AWS Solutions Architect.
  • Strong interpersonal skills to build trust and effective working relationships.
  • Excellent listening, communication, and supervisory abilities.
  • Proven ability to lead with clarity, consistency, and purpose.
  • Commitment to learning and following established processes.
  • Familiarity with Service Desk software and tools.
  • Ability to quickly master service offerings and drive team performance.

Recruiter: Jared Tabor | jaredtabor@provalus.com

Applications will be accepted through October 24th

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