TEAM LEAD, CLIENT SERVICES
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The purpose of the Team Lead, Client Services is to develop, lead, and motivate a team of Customer Support professionals to deliver excellent technical/non-technical support with outstanding customer
service, satisfaction, and timeliness within the organization’s budget. This position has frequent contact with customers, direct reports, peers, and independent vendors. Specifically, the Team Lead, Client
Services is responsible for leading the support of technology systems for business applications including Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), and Human Resource Information Systems (HRIS) in addition to other Line Of Business (LOB) applications used by the organization such
as Learning Management Systems (LMS) or Student Information Management Systems (SIS). This hands-on position requires a high level of attention to detail to ensure that systems needed by the organization are fully functional and operating 24 x 7 x 365. The ability to respond to issues and support the applications systems in a
timely manner is critical. The Team Lead, Client Services will provide leadership in business
software applications. In addition, they will provide direct consultative support to the Director, Business Services and manage designated IT vendor relationships. Primary Accountabilities/Deliverables: • Provide leadership for 1st and 2nd tier support for business applications within the enterprise • Schedule and balance team activities to meet deadlines for deliverables and meetings • Provide recommendations for enhancing approaches for
software support services • Develop a performance measurements framework and facilitate
feedback to team members on issues such as customer service, communication, and technical skills, in order to enhance the
Requirements
Four year degree in Computer Science/Information Systems or
equivalent work experience • Minimum of two years experience leading and/or managing help
desk technicians • Minimum of five years experience supporting business
applications • Minimum of seven years experience with Microsoft operating
systems Desired • Masters degree in Computer Science/Information Systems or
equivalent experience • Help Desk Institute Support Center Manager Certification
• Experience deploying and configuring web applications• Experience with writing SQL queries
• Experience with .NET technologies (VB.NET/C#) • Industry certifications in software, systems, or network disciplines Knowledge Base Requirements: • Ability to deal with varied and difficult personalities while maintaining an even temperament • A minimum of five years experience with supporting business computer applications • A minimum of two years experience with leading the support of business computer applications
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