Team Lead - Live Oak Bank

Team Lead - Live Oak Bank

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 enquires. 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 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 7am-11pm

  • 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 on-going/forecasted projects
  • Ensure all Managed Service provisions are delivered on time and in accordance with Client expectations and that logistics, delivery & support is planned and scheduled accordingly with both Provalus and Client stakeholders
  • Set clear policy, evaluate progress against objectives, and instill performance-oriented culture with focus on accountability
  • Conduct monthly one on one’s with individual team members as well as formal 6-monthly appraisals with 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 Client’s needs.
  • Monitor and record attendance and manage issues in compliance with Provalus standards
  • Contribute to the on-going development of the Managed Support function by sharing knowledge, experience and expertise with other team leaders
  • Recognize opportunities for improvements of procedures by pro-actively 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 requirements of Team `/ Delivery Manager.
  • Perform other duties as assigned.

Qualifications:

MUST receive approval from your delivery lead before applying

Must be in good standing with current client

Must be on current client for 6 months

  • Two years’ previous Customer Service experience or related field and relative 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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