💼 About This Role

You'll lead and develop the frontline support team, ensuring exceptional customer service and SLA adherence. This role is pivotal in coordinating with Tier 2 teams to implement new technologies and process improvements. You'll build team resilience and career pathways for staff growth.

🎯 What You'll Do

• Lead, coach, and mentor Tier 1 support staff
• Oversee daily service desk operations and SLA adherence
• Coordinate project planning and resource allocation with Tier 2
• Implement quality assurance processes and knowledge base management

📋 Requirements

• Leadership experience in managing a support team
• Project management skills and service delivery knowledge
• Excellent interpersonal and communication abilities
• Customer-focused mindset with commitment to service excellence

✨ Nice to Have

• Experience in healthcare or finance IT support
• ITIL certification or similar framework knowledge
• Experience with data platform technologies

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Phone Screen· 30-45 min
2. 2Technical Interview· 60 min
3. 3Offer· negotiable