Service Delivery Team Lead

Job Overview:
The Service Delivery Team Lead supports day-to-day operations across the Service Delivery team. This role focuses on queue oversight, coaching, team performance, process adherence, and acting as a key escalation point for Service Desk Analysts. The Team Lead helps maintain service quality, reinforces operational standards, and drives consistency, accountability, and continuous improvement across the team. This role carries team-level responsibility for supporting Service Delivery operations, improving efficiency, strengthening communication, and helping ensure technical excellence across the department.

This position reports directly to the Team Lead and indirectly to the Director of Service Delivery.

Responsibilities:
Queue Management & Service Delivery

• Provide daily queue oversight, including monitoring aging tickets, stale statuses, missed follow-ups, SLA risks, and tickets requiring reassignment or escalation.
• Conduct weekly queue reviews focused on ticket hygiene, proper categorization, accurate documentation, SLA adherence, and SOP compliance.
• Serve as a key escalation point for technical, procedural, and customer-impacting questions.
• Support onboarding/offboarding processes by ensuring team members follow documented KBs and SOPs.
• Assist with maintaining accurate customer information in Halo, Datto and IT Glue.

Escalations & Process Compliance

• Reinforce escalation pathways to engineering, project management, and other internal teams.
• Validate escalation requests before approval to confirm troubleshooting steps, screenshots, ticket notes, and business impact are documented clearly.
• Assist with workload balancing by identifying high-volume periods, queue bottlenecks, coverage gaps, and opportunities to redistribute work when needed.
• Identify recurring issues or knowledge gaps within the team and recommend training topics or process improvements to leadership.
• Monitor team-level performance metrics (TTA, TTR, call volume, SLA compliance, ticket closures, and CSAT) and surface concerns or trends to the direct report.
• Follow up with team members on overdue tasks, missed appointments, incomplete documentation, low productivity, or repeated process gaps.

Team Leadership & Coaching

• Participate in weekly leadership syncs to discuss team performance, challenges, staffing needs, and opportunities for improvement.
• Ability to perform hands‑on technical work, including level 1–2 troubleshooting when needed.
• Participate in new client onboarding meetings to establish onboarding/offboarding KBs.
• Monitor CSAT responses and review neutral or negative feedback to ensure customers are contacted for additional information, clarification, or to address the concern when appropriate to ensure the issue is resolved.
• Track recurring customer concerns, service issues, and process breakdowns, then work with leadership to address trends before they become larger service-impacting problems.
• Perform other duties as assigned to support Service Delivery operations.

Team Development & Support

• Provide coaching, mentorship, and guidance to Service Delivery team members to reinforce role expectations and professional growth.
• Conduct regular coaching conversations related to ticket closures, call handling, follow-up timeliness, SLA compliance, documentation quality, and customer communication.
• Document coaching conversations, performance trends, progress updates, and follow-up items in PI to support consistent tracking and accountability.
• Support new hire onboarding across the team, including shadowing, workflow guidance, and reinforcement of expectations (SOPs, SLAs, etc.).
• Assign onboarding shadowing activities, review new hire progress, and ensure new team members are gaining confidence with core systems, workflows, and…