Deskripsi Pekerjaan
Join Insight Enterprises as a Services Team Lead and drive excellence in service delivery during a hybrid night shift role. You'll lead, mentor, and optimize a high-performing team to ensure seamless operations and exceptional customer experiences. This position requires strategic oversight of service delivery processes, rapid resolution of complex escalations, and continuous performance elevation through data-driven initiatives. As a key leader, you'll collaborate with cross-functional teams to align service strategies with business objectives while fostering a culture of innovation and accountability. The hybrid model offers flexibility to balance on-site collaboration with remote work efficiency.
Tanggung Jawab
- Lead and mentor a team of service professionals to achieve performance targets and skill development
- Oversee daily service delivery operations and ensure adherence to SLAs and quality standards
- Resolve complex escalations and customer issues with timely, effective solutions
- Drive continuous improvement initiatives to optimize service processes and reduce operational costs
- Monitor team performance metrics and implement coaching strategies for growth
- Collaborate with stakeholders to align service delivery with organizational goals
- Develop and implement service recovery protocols for critical incidents
Kualifikasi
- Bachelor's degree in IT, Computer Science, or related field
- 5+ years in IT services with 2+ years in team leadership
- Proven experience managing night shift operations and remote teams
- Strong expertise in IT service management frameworks (ITIL, COBIT)
- Advanced problem-solving and conflict resolution abilities
- Proficiency in service desk tools (ServiceNow, Jira, Zendesk)
- Excellent communication skills with ability to influence stakeholders