Service Delivery Escalation Lead

Details

• Work closely with users to fully understand business problems and engage appropriate IT teams to develop solution options.
• Report the status of assigned tasks and projects to management.
• Work to build and maintain relationships, which includes within IT team, cross-teams, customers, partners, etc.
• Prioritization - At all times we are under time pressure of varying degree and this means prioritizing the work effectively.
• Acts as an escalation point where difficult or controversial calls are received.
• Ensure consistent, high quality and accurate technical support to increase client satisfaction.
• Establish and maintain customer service standards and best practices.
• Manage the overall training provided to IT and the business - providing content recommendations, review, deployments, policies, and improvements.
• Collaborates with other IT groups and business units to evaluate processes and tools for training opportunities.
• Organized, clear, and concise communication with employees, co-workers, and management.
• Manages ad hoc needs presented by leadership or other IT teams.