Delivery Senior Analyst
About The Position
Customer Support Representative - Shift Lead manages shift operations for the Service Desk, ensuring 24/7/365 coverage through effective scheduling and coordination. Serves as the point of escalation for complex or unresolved issues during their shift, ensuring timely resolution and maintaining a high standard of service delivery. The Shift Lead monitors day-to-day activities, ensuring compliance with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Standard Operating Procedures (SOPs). They proactively oversee service quality, address operational challenges, and implement improvements to enhance customer satisfaction. Additionally, the Shift Lead fosters accountability and consistency across the team while supporting seamless IT service operations.
Requirements
- Minimum 4 years work experience supporting service desk roles and/or requirements
- Ability to obtain a Public Trust clearance
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Proficiency in ticketing systems and ITSM tools
- Ability to monitor and ensure SLA compliance
- Problem-solving skills
Nice To Haves
- Bachelor's degree
Benefits
- This position may also be eligible for incentive compensation based on individual and/or company performance.
- This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
