Team Lead, Service Delivery (Remote in US)

Company Description

Resultant is an outcomes-focused consulting firm committed to helping clients make technology a strategic asset and use data to guide better decisions. But we’re not just data and tech experts; we are problem solvers and industry experts who work alongside our clients to help them achieve their mission. 

We don’t solve problems for our clients. We solve problems with them.

We take the time to deeply understand goals and roadblocks to drive toward outcomes that serve organizations, people, and communities. Through outcomes driven by data analytics, technology solutions, digital transformation, and beyond, our team works with clients in both the public and private sectors to solve their most complex challenges. We start by learning as much as we can about who they are, how they work, and what they’re striving for so we can feel their problems as our own. Partnering with our clients means their desired outcomes are always top of mind, their challenges and strengths guiding our efforts. We build client-focused relationships before we build unique solutions that blaze past expectations.

Originally founded in Indianapolis in 2008, Resultant now employs more than 450 team members who operate remotely and from offices and hubs around the United States including Indianapolis, IN; Fort Wayne, IN; Denver, CO; Atlanta, GA; and Dallas, TX.

We’re Resultant. Clients partner with us to see a difference. People join us to make one.

Job Description

To help continue our rapid growth and solve our clients’ toughest problems, we need a Team Lead to join the team. The Team Lead is responsible for managing daily operations of the Service Desk of their functional group, managing individual contributors, representing the team within the department, and helping to ensure that the team is constantly developing and improving. This position will report to the Manager of the Service Delivery Team. If you love to solve problems and add value, please consider what your typical days might look like…

Service Responsibilities:

• Provide amazing support to our clients, greatly exceeding their experience of what anyone else has ever done for them.
• Work with Department Manager and peers to continuously meet these expectations; drive ticket resolution; perform deep dives into identified service issues.
• Ensure tickets are supported through their service lifecycle, while adhering to Resultant standards and ITIL best practices, including taking part in process creation and adherence to those processes.
• Provide input into existing framework for managing and improving customer IT support in the organization.
• Review survey feedback to improve services, tools, and support experience.
• Present, monitor, and manage key performance metrics such as NPS, SLA, call performance, and Resultant standards per client assigned.
• Responsible for understanding, communicating, and ensuring operational policies and standards are adhered to.
• Holds decision making responsibility within the discipline and appropriately escalates any issues which cannot be resolved.
• It is critical that this role establishes and maintains strong business and technical relationships with the Project Management and Project Delivery teams and acts as a critical liaison for the successful deployment of technology solutions for clients’ IT organization. 

People Responsibilities:

• Recruit and manage fearless and curious problem solvers.
• Cultivate a positive environment for the team to learn from mistakes and grow.
• Work collaboratively with teams of smart, thoughtful people to best meet the needs of our clients.
• Provide leadership by following through with department and individual goals.
• Responsible for team performance assessments and improvement plans.
• Responsible for coaching, counseling, and assisting employees to develop individual career development and training plans.
• Accountable for administrative management of 5-8 direct IT professionals, including HR administration, salary administration, time and expense reporting, etc.
• Track KPIs and metrics to measure employees
• Conduct performance reviews and provide feedback as needed.
• Ensure Resultant processes (solution delivery, operations, work requests, QA, etc.) and standards are established, effectively managed, and executed.

Qualifications

Some of the qualifications and skills we are expecting include the following:

• At least 5-8 years of experience as a Technical Support Specialist or similar role.
• Previous Service Desk management experience at a Managed Service Provider is preferred. 
• Excellent communicatio