Remote Incident Management Tier 3 Lead

Location: Nationwide

Compensation: To Be Discussed

Staff Reviewed: Sat, Sep 12, 2020

This job expires in 22 days

Job Category: Customer Service, Management, Program Management

Remote Level: 100% Remote

Weekly Hours: Full Time

Employer Type: Employer

Career Level: Experienced

Job Summary

A customer experience management and business process outsourcing company. has an open position for a Remote Incident Management Tier 3 Lead.

Core Responsibilities of this position include:

  • Lead the day-to-day operations of the Incident Management Tier 3 team
  • Manage Severity 1 and 2 outages
  • Manage the team as it relates to scheduling and attendance, performance appraisals, and hiring and firing decisions

Required Skills:

  • A minimum of 5 years of Call Center experience, 2 of which must be in Information Technology
  • Bachelor’s degree or equivalent work experience
  • A working knowledge and understanding of all technologies used in a Call Center environment
  • Able to manage and motivate a team of IT Support resources
  • Able to provide continual improvement in the day-to-day operation of the team
  • A strong understanding of IT Support processes and procedures