SUMMARY As both a leader of and contributor of the team fulfilling support services, the Services Lead is the subject matter expert and daily point of contact for both clients and team members. Exemplary customer service, critical thinking and problem-solving skills, as well as the ability to prioritize, are keys to success in this position. The nature of the position also requires an ability to communicate clearly on a variety of different levels, both externally and internally and may include managing special projects. ESSENTIAL DUTIES AND RESPONSIBILITES The essential duties and responsibilities include the following. Other duties and responsibilities may be assigned to meet business needs. Become familiar with Buildingis core business and operations as well as the operations of the services provided to our clients Desire and ability to work as part of a team to effectively collaborate and contribute to the services being delivered to clients Mentor and manage others through influence the various teams supporting the work of multiple service desks across multiple time zones, cultures & geographies Provide direction and make quick judgment calls in accordance with the best interests of the business, employees and in alignment with client expectations Monitor support requests and provide guidance to the team processing and managing those requests to maintain a 95% (or higher) Service Level Agreement compliance Update and manage operating procedures playbooks & process documentation and effectively communicate any changes to the team Analyze applicable metrics and communicate findings to appropriate stakeholders Develop and conduct internal department and client-focused training as needed Define and apply quality assurance on deliverables and provide best practice consulting as needed Serve as the point of escalation for business critical or multifaceted issues ensuring they are handled in a consistent, timely, and professional manner Take ownership of assigned / escalated support requests, providing solutions, troubleshooting, guidance to ensure resolution is obtained Strong presentation, verbal, and written communication skills Ability to anticipate and understand the emerging needs of clients and communicate effectively to meet evolving client requests Ability to establish and maintain effective relationships with coworkers and customers to gain their trust, including experience leading by example Ability to think critically to solve difficult problems with effective solutions Ability to realize operating leverage through process improvement, gaining capacity for value-added work Proven ability to handle complex issues, delivering on time and within budget Strong relationship building and stakeholder management skills With Buildingi support, acquire and maintain relevant certifications, trainings, skill development relevant to primary service focus and maintain knowledge of current or emerging technologies within primary field or service area Other duties and responsibilities may be assigned to meet business and other technical-related subject-matter-expertise areas in which your knowledge can be used to assist a client EDUCATION and/or EXPERIENCE Associates Degree or equivalent combination of technical training and/or three to five years related experience in related field Customer service and talent leadership experience preferred LANGUAGE SKILLS Oral and written English required Ability to effectively present information and respond to questions both written and orally TECHNOLOGY SKILLS Excellent knowledge and ability to operate a computer using e-mail, spreadsheets, and either Google tools or Microsoft Office software. Personal Characteristics Must be self-motivated, detail-oriented and extremely organized with a proven ability to establish priorities and execute to achieve results. Must be able to work both independently and well within a team environment across multiple time zones. Displays integrity with a proactive approach to solving problems. Consultative and curious mindset with the ability to handle ambiguity and ask solution-minded questions. Shared philosophy with Buildingis Guiding Principles of Do Good Work, Create Success, Always Grow, and Be Great People PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; and reach with hands and arms. The employee is frequently required to talk or hear. Substantial time is spent working on a personal computer. WORK ENVIRONMENT Work is performed remotely in employees home office and/or in a normal office environment with minimal exposure to health or safety hazards. The noise level is usually moderate.
