Posted- 10-Feb-2023- Service line- Advisory Segment- Role type- Full-time- Areas of Interest- Construction, Consulting, Design- Location(s)- Heredia - Heredia - Costa Rica, San Jose - San Jose - Costa Rica- Job Title:Services Lead- Department:Delivery Operations- Reports To:Supervisor, Manager, Director**SUMMARY**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 Buildingi's 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 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- **EDUCATION****and****/****or****EXPERIENCE**Associates Degree or equivalent combination of technical training and/or three to five years related experience in related fieldCustomer service and talent leadership experience preferred**LANGUAGE SKILLS**Oral and written English requiredAbility to effectively present information and respond to questions both written and orally**TECHNOLOGY SKILLS**AutoCAD and/or Revit competency preferred -**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 Buildingi's 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 employee's home office and/or in a normal office environment with mínimal exposure to health or safety hazards. The noise level is usually moderate.
